Visitor
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3 Messages
Pluto TV App Not Functioning Properly on X1 Box – Issue Began November 4
I’m experiencing significant problems with the Pluto TV app on my X1 box. The app was working normally on November 3, but by November 4 it was no longer functioning properly. Something appears to have changed overnight.
Issues:
- The Pluto TV app is extremely slow, unresponsive, and choppy during playback.
- I cannot select other shows or channels from the Pluto TV channel guide.
- The yellow selection box does not move when navigating the guide with the remote. Instead, the originally highlighted channel or show begins playing automatically, and the guide closes.
- Voice commands (e.g., “Play I Love Lucy on Pluto TV”) take me to the channel guide, but the first channel (Romance, in my case) automatically starts playing. I cannot select the requested show or channel, even using voice commands.
- The “Watch on Pluto TV” buttons for shows listed in Xfinity also fail. They open the channel guide, which then automatically plays the wrong channel.
Troubleshooting and additional information:
- I have cleared the cache in my Xfinity account and refreshed the system.
- My internet connection is working normally, with no changes to my internet service or connections.
- There have been no changes to my Xfinity account.
- I have another, smaller Xfinity box connected to a different TV. Pluto TV opens to the guide on that box, but I can easily navigate and select other channels using the remote, and playback works without any issues.
The important distinction: This problem appears isolated to my primary X1 box. Pluto TV was working normally on November 3, and the problems began November 4. The same app works correctly on my other Xfinity box, so this does not appear to be a general internet connectivity issue.
Can someone from the Xfinity team investigate whether there was a recent software, firmware, or app update that could have caused this problem? I’d appreciate an actual resolution rather than being directed through basic internet troubleshooting that I’ve already ruled out.
user_673vx8
Visitor
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1 Message
5 days ago
I'm having the same issue and have also done the same to try to make work. I pull up free movies playing now all the pluto ones fail. It opens the ap on a pick page not the movie I tried to play. The movies I tried all had over an hour left yo play so wasn't out of time.
They'll probably not do anything to help either
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XfinityOrlandoM
Official Employee
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4K Messages
4 days ago
@user_016b23
Thank you for contacting us. We apologize for the trouble you're having with the free Pluto TV app on your X1 TV box. Since you've already tried troubleshooting and the issue occurs only on your primary box, I recommend refreshing the account by unplugging the cable box's power cord from the back for 30 seconds, then plugging it back in.
If the Pluto TV connection issues continue after that, I recommend replacing the cable box at your local Xfinity store. This link show all our latest X1 primary and companion boxes https://www.xfinity.com/support/articles/x1-hub-vs-companion-box
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user_nv09fd
Visitor
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1 Message
4 days ago
Having same problem. Did all the above mentioned. Clearing cache, system refresh. It is something with Pluto. XFINITY Please resolve this issue
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user_jve7sz
Visitor
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2 Messages
3 days ago
I'm having the same problem after same efforts to correct. It's a Xfinity fix that's needed
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carol32353
Contributor
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181 Messages
2 days ago
I have same issue. Please fix this on your end.
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2026-2027-2028
Visitor
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1 Message
2 days ago
Please get this resolved ASAP. It's been a week and it's on Xfinity's end
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user_016b23
Visitor
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3 Messages
22 hours ago
OP update: I tried the Pluto TV app again last night on my X1 box to obtain the additional information Xfinity requested. When the app launched, I was prompted by Pluto TV to update the app via QR code. After completing the update, the app defaulted to the channel guide (and, for whatever reason, the 24/7 "Gunsmoke" channel in the background), but I was finally able to navigate to my Favorites, select a channel, and play it successfully.
My suspicion is that an Xfinity update was pushed before the corresponding Pluto TV app update, leaving the two out of sync for several days. I can't confirm that, but the timing would explain the sudden onset of the problem and why it affected my X1 box while Pluto continued to work normally on my other Xfinity box.
Recommendation: If you're experiencing the same issue, try launching Pluto TV again to see whether you're prompted to install the update via QR code. It may be a gradual rollout, so the update might not be available to everyone yet. As of last night, the update appears to have resolved my original navigation and playback issues. Hopefully the fix sticks!
(edited)
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carol32353
Contributor
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181 Messages
20 hours ago
My Pluto app is also working now. I didn’t have to do anything. Thanks.
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