Disney Plus Freezing During Adds

We continue to have an issue when trying to access Disney+ through the Xfinity box.  You can start watching the show and when you get to the ad, the show freezes and won't all you to continue watching.  We have gone to the local Xfinity store and exchanged boxes and was given a XG2v2-P box (the same box) and have the same problem.  We have also gone into the local stored data on the box and cleared that data.  We re-signed back into the app and the issue continues.  There is no issues with the TV channels or Peacock.

From my research, this is a common item that is addressed by updating the box.  the Xfinity Assistant is trying to set up a tech visit that will then have a fee charged and I am trying to avoid that for a service that should be working...i shouldn't have to pay to fix a broken.