Paramount Plus Error "Something Went Wrong" just recently

Hi there.  I wanted to follow up to see if you're still experiencing that issue with your Paramount+?

Good evening, @user_xnlacn! I am sorry that you are experiencing concerns with the Paramount+ app. We do ask for troubleshooting steps to see if we can fix it. If not, the troubleshooting steps are recorded and put into a ticket for our advanced repair team. The tickets are looked at for any engineering concerns, or known issues affecting everyone. If it is a known issue, no further troubleshooting is needed as we are working on the problem for everyone already.

We appreciate the help you have provided on that front and don't want you to feel like you are going in circles. There is a known issue with the Paramount+ app intermittently buffering and or freezing. Exiting and relaunching the app, clearing the local data storage, or rebooting the device can help when that is happening to get it working again. We are still working on an overall fix so you don't need to take additional steps and can just watch the app without worry. 

I too am having all of the same problems as these posts. I have two Xfinity accounts. On the first, I have wireless boxes with no issues stream P+. On the second account, I have an X1 box and it displays ALL of the issues stated above. I like the idea of streaming through my SMART TV (Samsung). I also just swapped out my entire system, including the Gateway, to no avail. So it definitely is a problem with the wired boxes.  At $250-300 per account, I shouldn't have to worry about this [Edited: "Language"].

Thank you for reaching out to our team about that issue with the app. I do know that there has been a known issue that our engineers have been working on with the Paramount team. If you are still experiencing issues with the app we can look further into that from here. 

Yes still having an issue. What can be done

Exiting and relaunching the app, clearing the local data storage, or rebooting the device has worked in some cases for others having that issue. I can run through a few steps on my side if you can send me a direct message with the full name and complete address for your service. To send a direct message. 

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (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

How to: Direct messaging within the forum | Xfinity Community Forum

We appreciate you for reaching back out to us and the detailed feedback @KM1062. I can see how the same suggestions repeated over several months would be frustrating, especially when you've already documented the results of those troubleshooting steps in this thread.

The reason we continue asking about restarting the box, clearing locally stored data, or other troubleshooting steps isn't because we're ignoring the previous discussion. When we're documenting and escalating a concern, we need to confirm which steps have been completed, how recently they were completed, and whether they had any impact on the issue. That information helps ensure we're providing the most accurate and current details when creating a ticket for issues like this.

You mentioned some newer behavior involving Paramount+ where playback launches, returns to the Paramount+ home screen, and then experiences interruptions during the first minute of streaming. I also noticed you previously confirmed swapping the box and modem. At this time, the RNG150, Xi3, XG2v2, and first-generation XG1 models, are not compatible with the Paramount+ app. 

At this time, I’d like to open a ticket for this ongoing issue on your account. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
 
Here's the detailed steps to direct message us:'

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

You can see how to send us a direct message here.

I've tried everything. I've given up and canceled P+. Horrible streaming, worse customer service and not worth the $

KM1062 thank you for using the Xfinity Community Forums page to reach out. Did you have a specific question or concern that we could look into for you today?

Hello @user_j60aso, thanks for your comment. Can you provide a few more details about the issue you’re experiencing with Paramount+? 

Slowness,buffering, picture looks like is not even 720p… something went wrong error all the time. I tried all those cleaning cache and that other stuff, no help. Trying to fix this for almost a year. Canceled P+ since is not watchable. Huge fan of UCL, and i can’t watch it. P+ blaming Xfinity, Xfinity blaming P+…SHAME

We appreciate you confirming that you've already completed the standard troubleshooting, including clearing local data, clearing the cache, and restarting the TV Box @user_j60aso. There is a known issue that can cause Paramount+ to freeze, buffer, display poor video quality, and/or generate the APPS-04036 error.

At this time, the recommended troubleshooting remains closing the app, clearing local data, and restarting the box. There is not an estimated resolution date available, however, our engineers are actively working with Paramount + to resolve this. We appreciate your patience while work continues toward a permanent resolution.

When does P+ or Xfinity finally take responsibility for the issues? I'm tired of being taken for a stupid consumer. How many times does cache need to be cleared or a box be reset. There is a fundamental issue here on the part of both organizations . Stop treating us like idiots already and take some accountability. It's all about the $$

@user_8bj4aj, to be more clear Parmount+ is investigating the issue. Once they determine the cause of the issue, a fix can be implemented likely in tandem with both groups. 

@user_j60aso this has been open with our engineer team for a while now, so completely understand if you received the same information a year ago. Currently, the only temporary workaround is to clear the X1 boxes cache/storage. From experience, I know swapping equipment doesn't resolve, as I still get the same experience after upgrading my 10-year-old DVR earlier this year. Once there is new information to provide regarding the fix, we'll definitely provide an update.