Paramount Plus errors much of the time

@XfinityMacy   I haven't reset the boxes but it happens on all 4 tvs.....I will reset the boxes to see if it helps.  The other apps such as Prime, Hulu, VUDU, etc. all work fine....Paramount Plus is the only one with problems.   I do have a 5th unattached tv with ROKU in my workshop where Paramount Plus works great but that is not going through an Xfinity box.

Since the apps are considered a streaming service, I would also recommend using the Xfinity app to check your internet connection, and reboot your modem as well. If a refresh on your equipment doesn't make any changes, let us know here, and we'll see what additional steps we need to take in troubleshooting this further with you! We're online 24/7, when you need us, so reach back out with your results at any time! -Macey

I reset everything, speed to gateway is 1073.1Mbps, cable signal to tv is "Good"......now I cannot even load Paramount Plus!

I select Paramount Plus and it eventually goes to a screen with icons down the lefthand side but no wording, pictures or anything else appears. After a few minutes it errors out and says "Sorry we are having trouble loading this app....please reset your cable box and retry...."

Thank you for keeping us posted, @user_5b7961! I'd be upset if one of my apps wasn't working so I'd like to keep working on this. Do you see the option to uninstall the app and reinstall it to see if that improves it?

No, I couldn't find that option. Don't worry about it any longer as I just cancelled my Paramount Plus subscription.

@user_19e452​ 

They keep on treating the Paramount problem as if it is an isolated event and something wrong with the setup. Yet everyone is experiencing this issue and I am sure they are well aware of the issue, whether they choose to acknowledge it or not!

Thank you for reaching out, @user_a54bb3

This is certainly not the experience that we want you to have when trying to view one of your favorite shows such as 1883! That has been one of our favorite shows in the household. Have you attempted any troubleshooting steps through the My Account application or on the device that you're having the issues with as well? Does this seem to be an issue with the Xfinity Stream App, Cable box, Roku or other Streaming devices? 

@XfinityJoshD The issue everyone is experiencing only occurs when using the Paramount+ app on Xfinity hardware.  The troubleshooting steps you outline do NOT help.  The issue is systemic to Xfinity, and I am amazed that Xfinity does not take ownership of the issue, acknowledge the issue, and work towards a resolution.

@user_6c2124

Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and would love to investigate this for you! Please send us a PM with your first and last name, as well as house numbers to your service address. To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

Paramount+ isn't the only app with issues.  Sling also has quirks.  These apps work for my girlfriend who has verizon.  I think xfinity needs to pay some refunds to their customers.

I'm sorry to hear that you're having issues with the Partasmount + app. Have you tried any of the posted troubleshooting steps. IF so and your still having issues could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• 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

I also think Comcast is slowing it down on purpose. 

 And yes my paramount + app is almost not usable.  

 When I'm out of town running the app on my roku stick on spectrum cable it works fine.

We definitely don't want you to have so many app issues, @user_61943e! 

When you are using the app on your home network, is the slow issue present on all boxes? And is it loading or buffering? Or a blank screen? 

The more information we have, the better! We want to make sure we get this figured out! 

Hi, @user_8d029b have you completedy troubleshooting steps so far? Is this on your X1/Flex box, or where are you trying to watch the app? 

Hello @userad369d. We would love to help investigate this issue with the Paramount+ app on your X1 DVR. I was curious if you are experiencing lag style symptoms with any other functions on the device? Thank you so much for getting us in the loop to assist. Your satisfaction means the world to us! 

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I wanted to check in with you and see if you were still experiencing issues with the Paramount Plus on your X1 box.

it was xfinitymorgan.  “Hi, Carol222. Swapping the box to the 4K model you mentioned isn't necessarily the only option. All of our DVR boxes have builtin internal hard drives, so I just wanted to clear that up so nobody else gets misled. If you'd like us to look into the technical issue you're experiencing with Paramount+, please send us a DM with your first and last name along with your physical address. In the future, please only send the DM (private message) when we've specifically requested you do so, otherwise it's considered unsolicited”. This is his reply to me. Apparently I sent something unsolicited….. hmmm xfinity complaining about someone sending something to them unsolicited. That’s a good one. 

It is part of our guidelines that you do not send us a direct message unless we have specifically requested you do so. It's not a problem since you weren't yet aware of/familiar with our Community Guidelines. As I mentioned in my private reply, just keep it in mind for future reference. No biggie! Our community guidelines can be found here: https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c and here: https://forums.xfinity.com/conversations/guidelines/xfinity-forum-acceptable-use-policy/602d9c64c5375f08cd574236, as needed. 

Now that you're more familiar with how things work, please feel free to continue with sending your name and address over to us in a DM so we can continue assisting. These guidelines are here so we can help everyone as quickly and efficiently as possible. Thanks!

{edit: grammar/hyperlink correction}

Greetings, @jon415. I am sorry to hear Paramount+ is running slow. I am not seeing any known issues with this. We can do some troubleshooting to see if we can get this back on track. Has it always ran slow for you? 

@XfinityKorie​ Having the same issue

@Eclay11_11 - Oh no! I'm sorry to read you've been having this same issue. We can help! We'll ask a few questions and work together towards a fix. Can you bring me up to speed on any troubleshooting steps you've taken so far? If this issue isolated to one device? 

Hi there, @user_d3b0ce. Thank you for reaching out to us and commenting on the post. We can definitely look into this issue for you as we are not showing any reported issues about this. Please send us a peer-to-peer message so that we may assist you. 

Hey official xfinity employees, can you provide a different response than any of the ones already given here?  What’s going on with paramount plus?  I’m having the same problems as everyone else here and have tried every possible solution xfinity employees have offered.  Is xfinity trying to fix the problem on their end? This has been going on for months and it’s widespread 

Hello, @user_4d4b39! Thanks for your feedback. I'm sorry to hear you have been experiencing a similar issue. We'd like to help turn this experience around. Could you please send our team a private message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• 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. 

I'm having the same problem too.  Went through the troubleshooting steps like everyone else and it didn't help.

You'd think by now they would say what they did for everyone else that had this problem.

Hello @Lmeflcrtn. Thank you for sharing your experience here with the community. You mentioned that the app eventually "errors out" when this happens. What is the error code or message you receive when this happens? Thanks in advance!

Eventually they will reply and tell you to go to Settings/Privacy and clear out Local Data.  If that doesn't fix the problem then do a System Refresh.  If that doesn't fix the problem then swap out the set top box.  I'm at the point of swapping out the set top box now.  If that doesn't work then a tech will come out and try to fix the problem.

Thanks for reaching out about Paramount Plus, @foglepj. The thread has been right on with the steps to try and resolve this. I just checked but am not seeing this as a known issue so we need to go through some steps in your account. Depending on the path this takes it can include changing out the equipment, a Technician visit, or a ticket to our Engineers. With how many of you I see in the thread with the issue I would think we need tickets for this issue. We want to help and see this resolved.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• 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

I figured out the problem I was having myself.  The XG2v2-P set top box isn't compatible with Paramount+.  It doesn't have enough speed and power to handle it.  The XiD-P works great.  They basically ran me around for a week until I swapped boxes between my two TVs and figured it out myself.  Then I went to the local support center, because you can't call them on the phone, and they didn't have the set top box I needed, only the slow one that doesn't work.  So I ended up calling them and ordering the XiD-P and getting charged $15 and waiting 2 days.

They should pay me $15 for the wasted trip I did to their support center and pay me another $200 for figuring out the problem myself.  Their support would have to improve to just be bad.  I shouldn't be treated this way for the $3000 a year I pay them.

I sincerely apologize for the time it took to resolve this problem you were having, @user_j333. I'm glad to hear Lisa was able to help get this straightened out for you. I will definitely forward your feedback to make sure she gets recognized for her hard work.

How are your services working after you installed the 4K cable box? 

How would I know whether I have a 4K cable box? I have had terrible issues streaming Paramount+. The last time I called Xfinity support, they told me that they did not support the app. I don't understand how this is since it's available through Xfinity apps. 

Hello @user_8d029b! We hate to hear you've had troubles streaming Paramount+. We do currenlty support the app if you're subscribed. What error messages or codes are you getting, if any?

The best way to determine whether you can watch in 4K is to say, "Device Settings" into the Xfinity Voice Remote and then select Video Display. Across the top of that page will be three icons that identify 4K capability in both the TV Box and the TV.

@XfinityJennifer​ so many issues. This app just doesn’t work. It’s super laggy. Internet is working great. And the cable box is hard wired. So it’s not a WiFi issue. 

We'd be happy to take a deeper look into this for you @user_6861ec.  By chance, have you tired an account refresh? 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• 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

Same issue. Slow as hell to start, navigate and sometimes shows buffers.  I restarted box created cache. Etc.  Internet speed is near 1 gig.