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user_ge9s5y
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09/16/2026 2:38 AM

Disney Plus app freezes during ads

I have had this same problem with Disney + for months. 

Disney + is unwatchable (using the xfinity box), because it freezes during each ad break. I too have tried all of the troubleshooting tips with no success!  When will it be fixed?  

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4 hours ago

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XfinityJeniece

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17 hours ago

Hey there, @user_ge9s5y, thanks for reaching out through Xfinity Forums regarding your Disney Plus. I can understand how frustrating that must be, especially if it's happening during every ad break. Is Disney+ content works normally on another device (phone, tablet, smart TV, etc.)? 

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user_ge9s5y

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Hello - I don’t normally stream movies on other devices so I had to check before answering. 
On an iPad, i was able to get through the initial commercials on Disney and see the beginning of a movie. 
That is impossible watching on TV through Xfinity. The screen freezes in the midst of the initial commercial segment, right after the first ad. There's no way to get around it, no matter what I try. 

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6 hours ago

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XfinityGabriel

Official Employee

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3.5K Messages

 

user_ge9s5y, Thanks for confirming these details. What I would like to do from here is look further into the equipment and signal levels. To get started, would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, click the "Start new conversation" (pencil and paper) icon. In the 'To:" line, input our shared handle "Xfinity Support" to send us a direct message.

 

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6 hours ago

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abronquillo

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4 Messages

4 hours ago

Same here, please fix Xfinity

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