U

Visitor

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1 Message

Thu, Oct 7, 2021 12:47 PM

Closed

Flex crashing when I use a third-party app.

Hi there!
I see this is a common issue for the flex box. I was actually told to get a fire stick instead and I just kind of ignored it for the mean time but now I am considering it. 

I have been a customer for quite some time through Xfinity (my parents always used them and my mom worked for Comcast back in the 90s). I thought signing up was going to be an easy process and I couldn't have been more wrong. I am currently in an apartment complex where Xfinity and CenturyLink are hard wired and we can choose from either one. I recently signed up for this service thinking it was going to work well given our history with it. 

After we finally got our internet to connect after a couple days we got our Flex box in the mail and started noticing immediately that it was having issues (e.g. freezing at the home screen and crashing any time we would use netflix, hulu, youtube, etc. I asked for a new box and they have since sent one in the mail (they actually sent two, and tried to bill me for it but that's another story). I got it hooked up last night and am attempting to use it and the same issue is happening again where I will start up a third-party app and the box is brand new. 

I'm really irritated as I thought this was maybe something with our TV, but upon researching I found this is a common problem, and it is even more disheartening that people have been complaining for months (almost a year back I saw) on these online forums and Xfinity doesn't do anything beside refer to customer service chat. I'm peeved as this is something we had "additional" with our internet package and it's turning out to be a glitchy box that seems to not operate as well as my AppleTV from years ago. 

I would at least like to know if anyone has had this problem, and/or if they got it solved and what you did to get it to work properly. At this rate I'm wishing I just went with another service. 

Thanks again all! 

XfinityAbbie

Official Employee

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1K Messages

10 m ago

@user_00f88c Hello and thank you for taking the time to reach out. I am sorry to hear you are having issues with your flex box freezing. This would be frustrating, and I want to help in any way I can. Do any error messages ever come up when you experience issues, or does it just freeze? 

 

Visitor

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1 Message

5 m ago

It just kicks you off of whatever third-party app you are watching a show in. Disney+, Hulu, Netflix, etc.

I haven’t yet called in to complain because it is in my kid’s playroom and we barely use it.  
but yeah, this thing is junk. 

Official Employee

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762 Messages

Hello, @user_5cdc4f, I'd love a chance to help you with your Flexbox and get those 3rd party apps working as they should for you in your kid's room. When its working properly, the Flex platform is a pretty awesome streaming hub. We've made a ton of improvement and additions, so I'm excited to see where it goes. With your specific concern, do any error messages or error codes pop up? Does this happen with all your apps? Please also provide any other details that can help to get us on the same page and on the path to getting you a fix 😃. 

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