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user_83hmgk
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04/16/2026 1:53 AM

Disney+ keeps freezing on commercials

Disney+ keeps freezing on commercials  - makes it an excruciating experience to watch.   Why is this fixed yet?  There have been complaints about this for years!!!!

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4 hours ago

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user_regcd1

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1 month ago

The "official" answer is always to upgrade something. It's a blow-off response. I've had Comcast for a long, long time. It's never their problem. It's always yours. Either "you don't understand", or "you don't have the current tech". This is coming from someone who worked for Best Buy for decades and talked to many, many Comcast/Xfinity reps over the years. Tbh, you are better off using Disney/Netflix/3rd party apps directly from your TV. Xfinity boxes are low performance by design. A $80 tv can performance amy Xfinity cable box

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user_regcd1

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Have been trying to watch a Disney movie for the past 2hrs on my cable box. Gets to 1 minute of the forced ads, then just sits.

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1 month ago

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Doug_1994

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@user_regcd1​ OK then how come other third-party apps like Netflix, Prime Video, Hulu, Discovery+, etc.… are totally fine but not Disney+?!


this is ridiculous Comcast. 😠😤

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1 month ago

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XfinityJohnG

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3.2K Messages

Thank you for reaching out here about that issue with the Disney app. I am sorry to hear about that experience and will be happy to look further into that from here. Have you already gone through a reset of that cable box?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 month ago

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Doug_1994

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OH MY GOSH!  YES, YES, AND YES I HAVE DONE IT MANY TIME ALREADY!!😡

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1 month ago

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XfinityJeff

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1.3K Messages

Good morning @Doug_1994, and thanks for posting your issue to the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues you are having with the Disney+ app, but you have come to the right place for assistance. Could you please send our team a direct message with your full name and full address?
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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1 month ago

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user_e498mw

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1 month ago

Wish Xfinity would fix the Disney plus issue. So tired of not being able to watch

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user_85jsbf

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1 Message

14 days ago

September 8th. Just noticed this issue with Disney+. Tried several things, all mentioned in this thread. No luck, like everyone else. This app worked in the past. My guess is that there was an upgrade and it didn't connect like all of the other apps. Like everyone else, I'm surprised and disappointed that this hasn't been resolved. It's one app not communicating with your system. Changing boxes and clearing data over and over has not worked for customers. Find a way to care about the problem and fix it. Thank you.

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XfinityAlfonso

Official Employee

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2.9K Messages

Hello user_85jsbf thanks so much for adding your voice to the conversation here on our Xfinity Forums.  This has not been a widely reported issue, but we do take each customer report seriously and will assist as much as possible.  

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

 

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12 days ago

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user_jjtc7q

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13 days ago

Same, freezes on first commercial, never Ble to get past it. Cable box other apps all work fine, just Disney+

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XfinityAldrik

Official Employee

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2.7K Messages

Thank you for reaching out to us @user_jjtc7q! This is a known issue that our engineering teams are actively investigating. At this time, we have not been provided with an estimated resolution date, but our engineers are working to resolve the issue as quickly as possible.

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11 days ago

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user_n8z5fp

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2 Messages

NO FREEZING IS UNRESOLVED.  

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6 days ago

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user_n8z5fp

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2 Messages

6 days ago

How do I clear cache?

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scotchileen

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1 Message

4 hours ago

Still happening every commercial cannot watch the mandelorian the reason I wanted Disney plus so frustrating it drives me crazy and wastes soooo much of my time, ugh Disney plus is terrible!!!!! Just because we don’t get the upgrade they don’t care at all to fix it!!!

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