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user_ge9s5y
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3 Messages

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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XfinityJeniece

Official Employee

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4.4K Messages

10 days 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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10 days 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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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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10 days ago

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abronquillo

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4 Messages

10 days ago

Same here, please fix Xfinity

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lisaf.horne

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1 day ago

Same. Only when streaming through the box. It's clearly an xfinity problem.

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ekbiel

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After troubleshooting over the past month or so-in my opinion, this is a Disney+ Xfinity compatibility problem. I use Amazon Prime TVs that stream Disney+ no problem. The only TV that freezes and spins forever when attempting to stream Disney+ is connected to an X1 box. 

The solution may to drop Xfinity and get Hulu premium. 

(edited)

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7 hours ago

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user_ge9s5y

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1 hour ago

Hello - I saw your message asking me to send a direct message but I wasn’t able to do that on my phone, even with following the instructions. 
I hope that Xfinity continues to look at the issue of Disney+ freezing during ads because it seems that many are experiencing this problem. 

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