Freezing frequently

I'm just wanting to complain there's been multiple freezing with TV which then unable to enjoy TV.

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XfinityQuemekia

Official Employee

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1.6K Messages

27 days ago

Sorry to hear that the screen freezing is ruining your TV time @cassie2cat. You should be able to sit back and enjoy your favorite shows without any interruptions, and I want to help get this fixed for you.

To help me figure out exactly what is going on, is the freezing happening on all channels or just a specific one? Also, are you receiving any specific error codes or on-screen messages when it happens?

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cassie2cat

New Poster

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4 Messages

Well it happens on different channels and at any times I have noticed more when watching at nighttime more than AM time

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26 days ago

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XfinityRaul

Official Employee

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3.2K Messages

@cassie2cat Thanks for sharing. So that we don't go over something you've already done, can you please share with me what troubleshooting steps have you completed on your own? Have you by any chance used the Xfinity app to reset your equipment?

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26 days ago

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cassie2cat

New Poster

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4 Messages

Yes, I have reset the equipment has been less maybe 5 times per day not as annoying at this time

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20 days ago

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XfinityAmandaB

Official Employee

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3.6K Messages

cassie2cat Are you using one of our X1 boxes while this happens, or are you using the Xfinity Stream app? When it happens next, could you please provide any error codes or messages so we can better assist?

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.
Was your question answered? Please mark as Best Answer. tick

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18 days ago

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Channels and Programming

cassie2cat

Freezing frequently

XfinityQuemekia

cassie2cat

XfinityRaul

cassie2cat

XfinityAmandaB

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