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user_feazlo
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2 Messages

10/04/2026 1:43 AM

Disney plus

The app keeps freezing during commercials. This is a known issue and it’s getting tiresome to keep fighting this app. Please give me a solution.  I’ve cleared the cache lik it says.  That doesn’t help at all. 

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29 days ago

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XfinityCarolyn

Official Employee

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498 Messages

29 days ago

@user_feazlo 

I completely understand your frustration, especially if you've already cleared the cache multiple times and the issue continues. If the app consistently freezes during commercials, that is not the experience we want you to have. Since the standard cache-clearing steps haven't resolved the problem, I'd like to gather a few additional details so we can investigate further. What device are you using (Roku, Fire TV, Samsung TV, mobile device, etc.)?
Which app is experiencing the issue? Does the freezing occur during every commercial break or only on certain content? Have you noticed any error messages when the app freezes?

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user_feazlo

Visitor

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2 Messages

The app only freezes through the Xfinity box.  If I watch it on my phone it’s fine.  My Xfinity box is attached to multiple different branded TVs in my house.  The freezing happens on all TVs. Is there an update to download to fix this.  It also happens on the paramount plus app. No error messages appear and happens on every commercial break. 

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29 days ago

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XfinityCarolyn

Official Employee

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498 Messages

To investigate the app further. Please send us a direct message with your full name and address.
Here are the detailed steps to direct message us:
Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support."
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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