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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user_regcd1

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2 Messages

2 months 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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2 Messages

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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2 months ago

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Doug_1994

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27 Messages

@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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2 months ago

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XfinityJohnG

Official Employee

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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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2 months ago

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Doug_1994

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27 Messages

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

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2 months ago

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XfinityJeff

Official Employee

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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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2 months ago

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user_e498mw

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3 Messages

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

Visitor

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1 Message

23 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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21 days ago

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user_jjtc7q

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1 Message

23 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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2.8K 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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21 days ago

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user_n8z5fp

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2 Messages

NO FREEZING IS UNRESOLVED.

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16 days ago

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user_n8z5fp

Visitor

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2 Messages

16 days ago

How do I clear cache?

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scotchileen

Visitor

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1 Message

10 days 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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XfinityRoberto

Official Employee

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2.5K Messages

Hi there @scotchileen. Thank you so much for reaching out to us here on our Xfinity Forums page. I am sorry to hear you are having troubles with Disney+. How are you streaming Disney+?

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7 days ago

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Reizo

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7 Messages

10 days ago

Well support finally came up with a fix that worked for me. They sent me 4k tv boxes as an upgrade over what I had been using and I no longer have the freeze issue when the ads play.

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XfinityKei

Official Employee

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2.8K Messages

@Reizo This is great news. Thank you so much for the update and letting us know that replacing your cable box with a 4K box has resolved your issues. Did you have any other concerns for us?

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7 days ago

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user_aha2sk

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2 Messages

Wait a week or two, it'll start freezing again. Interesting fact: the other cable box, the secondary one, had never had any problems.

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7 days ago

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ted.orwiler

Visitor

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1 Message

9 days ago

Same question, please fix it!

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user_r4f2q8

Visitor

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2 Messages

4 hours ago

Read no further, I found the solution!
I exhaustively tried all the troubleshooting tips and none of them worked.
Then I decided to go exchange my cable box for a newer version and now everything works great!
The fact that Xfinity support is not even mentioning this easy fix is disappointing. Exchanging your cable box for the newest version should be the FIRST thing they suggest.
If you don't have the newest version of cable box, then don't even waste your time with anything else....do that first.

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Channels and Programming

user_83hmgk

Disney+ keeps freezing on commercials

user_regcd1

user_regcd1

Doug_1994

XfinityJohnG

Doug_1994

XfinityJeff

user_e498mw

user_85jsbf

XfinityAlfonso

user_jjtc7q

XfinityAldrik

user_n8z5fp

user_n8z5fp

scotchileen

XfinityRoberto

Reizo

XfinityKei

user_aha2sk

ted.orwiler

user_r4f2q8

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