Xumo stream box issues

We're having the same issues over here! It's always dateline from the Xfinity Stream app! It just randomly starts playing in the middle of whatever we're watching.

@user_mlpvhz, thank you for bringing this to our attention. I would love to dive deeper into what is going on and get this reported so our development team can get a fix implemented. Please, send us a DM with your name and address, so we can get started.

To send a direct message:

Click "Sign In" if necessary

Click the "Direct Message" icon in the upper right corner or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

- An "Xfinity Support" graphic replaces the "To:" line.

Type your message in the text area near the bottom of the window

Press Enter to send it

@earnold27 Thank you for reaching out via our Xfinity Community Forums. I am not familiar with this issue but would be happy to troubleshoot it with you. When is the last time you logged out of the Xfinity Stream app on your Streaming device? Logging out and back in will help refresh your connection and options. 

@user_mlpvhz That is good to hear that this has been resolved. Let us know if you should need any further assistance. 

@earnold27​ I'm having the same issue I'm watching a you tube video and than Datelins comes on

Thank you for reaching out to us @user_3uujsi! Are you experiencing any error codes or messages when this occurs?

I’m experiencing this too and have been on multiple chats and calls with Xfinity tech support. Whatever they say they are resetting on their end isn’t doing a darn thing. We’ve unplugged and reset both our boxes multiple times. Thinking of switching to AT&T!

Hey there, @user_8bkqw4 thanks for reaching out through Xfinity Forums. We definitely do not want to lose you as a customer. Are you getting any error messages? Have you tried any other troubleshooting besides those restarts? 

My xumo  box randomly switches to Accuweather when I try to watch other apps 

Thank you for reaching out to us @user_vny7ns! For troubleshooting purposes please press the settings icon on the remote or say settings using the voice button.

Select viewing preferences

Then select refresh apps in the resets and updates section.

This will make sure all apps on the box are up to date. After updating the apps, please let us know if this issue still happens.

Hello, @user_eacfdy thank you for taking time out of your day reply to this post, I definitely understand looking for a resolution with the Xumo box issues you're describing. I've worked with customers who were experiencing similar issues you described, as well as the Xumo box resetting. 

A great tip a Xfinity Forums community member provided for a work around that seems to fix Xumo set-top box issues. Is to hold the home button on the remote, and then hit the button under the Xumo box. This looks to help. Please let me know if this was helpful. 

@user_eacfdy​ I have same issues. Watching Gunsmoke and it changes to NBC News. I have unplugged itcand got firestick. Been with Comcast 13 years. I am going to another carrier. Was treated rude by customer service when I called to disconnect. I am retired in business that works with public. No way to treat a value customer. 

@user_eacfdy We got an update pushed out that should have fixed this issue. Can you do us a huge favor and let us know if it has been resolved on your end?

Hi there @user_c860o1. I am sorry to hear that you are having troubles with our Xumo streaming box. You are in the right place and we would like to assist you today. When the show changes to NBC News, does it give you an error message? Is this happening on other channels? 

@XfinityTony​ 

 i am returning both my boxes for the same issues!! Keeps interrupting netflix and youtube tv with other shows. I have the fire-stick with zero issues! Keeping xfinity internet and nothing else 

@user_niu68k Good afternoon, and thank you for reaching out to our Community Forums Team for assistance with your XUMO box. I can see you are running into some difficulties, and want to give you the support you need in getting your equipment and services working properly. To begin, can you please send a Direct Message with your name, and service address? 

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

Why can't you guys just give us a straight forward fix.  This is affecting thousands of people, that are just dealing with it at the moment. This is freaking ridiculous that a billion dollars year company doesn't expedite this problem.   Wasnt happening until I got this stupid Xumo box.

I’m having the same issue even with a replacement box box.  They tried to tell me that Discovery+ wasn’t formatted properly for the box but it happens when I watch videos or any program. 

I am giving up on Xumo and trying a Fire Stick

Hey there, @user_e1759d thanks for reaching out through Xfinity Forums regarding your issues with the Xumo box. We would be happy to help you with troubleshooting the device. Are you only having issues with Dateline? Have you tried on other devices and are you having the same issue?

Another stream box I have, Apple TV, doesn't have Xfinity Stream as the default app (which comes on as soon as you power up the Xumo).  Xfinity stream has Dateline NBC as the default program, which is what all these customers are complaining about.  So I assume that any stream box other than Xumo should work fine.  The Xumo box needs to be re-engineered by Xfinity ASAP and all customers should be sent it.

@user_e1759d, those are definitely some concerns we would like to address with the equipment. Have you already attempted to troubleshoot using the Xfinity Support site?

Hey @user_cq5fqo,

Thank you for letting us know of your experience on our Xfinity Community Forums support page. We did send a message, but never received a reply. It sounds like you are experiencing the same issue with multiple set-top boxes. Have you attempted to connect the Xumo Streaming box to another television to see if you experience the same issues?  

I never received any reply to my original message but that is fine.

I have not connected it to another TV, we really only use one main TV. The HDMI cable connects to a receiver (to decode the Dolby stream). The XUMO box seems to struggle with the audio stream over HDMI. There is generally a several-minutes-long delay in the stream to the receiver such that there is video generally with no issue, but the audio stream does not appear when starting a program. Generally it eventually comes through, but it can be anywhere from a few minutes to 20+ before it "stabilizes" and is clear/uninterrupted, and during this time while the signal is trying to stabilize, the audio will cut in and out, with pops, hisses, loud jarring feedback, etc. This happens regardless what audio stream is selected in the "Picture/Sound" settings, e.g. Auto, Dolby Digital Plus, Dolby Digital. It does tend to be SLIGHTLY more stable with plain Dolby Digital selected. 

The device software needs a major overhaul. It just does not perform consistently, and generally requires an unplugging/replugging the box a few times a week when it fails to perform. For example, last night it hissed and popped for roughly an hour before the audio stream was constant/stable. Tonight, when launching the YouTube app, it failed to properly initialize the app so the screen was blank. Pressing the Home button on the remote and trying to relaunch YouTube did nothing, so an unplugging/replugging was necessary to get it to work. I've also done the "refresh apps" out of the settings and that does nothing. I've also heard that perhaps the device's instability is triggered by it going to sleep... You should be aware that selecting it options in settings to keep it from going to sleep DOES NOTHING, it still goes to sleep when it wants to. As others have said, this product never should have launched -- it was clearly not ready for realtime use.

Hey @user_cq5fqo,

We greatly appreciate you taking the time to share your experience. This seems to be a one-off issue as there hasn't really been other reports of issues. We do recommend connecting directly to the television to test the quality of service and perhaps your television has ARC to avoid HDMI Pass-through. It is also recommended to try no another television as you are encountering the same issue with multiple set-top boxes with the comment denominator possibly being your equipment. Please give this a try and let us know if you see any changes. 

Well that is not my setup, I have a receiver for surround sound, it's definitely the Xumo box audio stream and not my equipment. The receiver has ARC. HDMI pass through is not enabled.

Never had any issues like this with other equipment -- Roku box worked for 5 years but went with Flex box after that Roku model stopped supporting Hulu. The Flex box worked fine for about 7 months, so switched to the Xumo box, which has been terrible. Why can't anyone at Xfinity ever take went responsibility for a poor product and make a commitment to update the software??

@user_cq5fqo, If the equipment is not the best fit for you, you can most certainly return the device to a local Xfinity Store or UPS Store (Package and Shipping at no charge). We do not have any other related issues pertaining to the Xumo Streaming Box. The Xumo Streaming Box is not a requirement for receiving any Peacock subscription as it is tied to your overall Xfinity account and email associated with the Peacock streaming service.  If you need information on how to return the device, you can visit our How to return your Xfinity equipment support page and also look into swapping the device again if you think it will help. 

Hi there @user_rib4xa!  Thanks so much for taking the time to reach out to Xfinity Support here on our Community Forum to voice your service concerns.  We are so glad to hear from you and want to help in any way that we can to ensure you are having a top tier experience with your service.  No worries!  You have reached out to a team of experts dedicated to the resolution of any issue you are having.  We would like to take a closer look at what is happening on your end.  Please feel free to shoot us a private message detailing this issue, and we can get to work on this for you right away. 😉

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

@user_grayson​ I love you

@JosephCub Hi there! Thanks for sharing with our community the trouble you are having with the xumo devices. I'm sorry that we have not figured out the issue and solution for you yet. I know it can be frustrating when you simply want to watch a program and have an interruption. I would like to help out and make sure we find the solution to the issue with the programing switching over like that. I have roku's and firesticks that I use for streaming in my home, and they are wonderful.  I'm happy that you have them available for a back-up. If we can work together to resolve this please send us a direct message with your name and service address. 
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

@JosephCub​ I wanted to follow up as we received information that an update was pushed through recently that should correct the Xumo issues. There is no need to reset the equipment, but wanted to check to see if you're still experiencing issues with the Xumo box. 

- If so please follow up here, I look forward to hearing back from you.