Mt3331's profile

Visitor

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2 Messages

Friday, December 13th, 2024 3:45 AM

3rd Party Apps via x1 Box - Unacceptably slow

Since xfinity won't let me add on to prior cases of a similar matter, I'll start a new one. I have xfinity for internet and tv. Apps via x1 box, in this case amazon prime - Thursday night football - take about 2 minutes to load. The same app on any other mobile device in the house loads within 5 seconds. Same internet connection. 

At first, the nice tech support rep wanted me to believe it was my TV. Knowing this wasn't the case I quickly accessed Amazon prime directly through my smart TV. I successfully loaded my program within 10 seconds completely bypassing the x1 box.

Can someone at xfinity please, please, please, answer one simple question without asking me to reset, message them directly, etc.?

Does xfinity purposely slow down 3rd party apps? 

Official Employee

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2.7K Messages

1 month ago

Hey there, Mt3331, thanks for reaching out through Xfinity Forums regarding your X1 box and Amazon Prime. I know my household loves to watch Thursday Night Football together every week! Who is your football team? We would be happy to help you with troubleshooting the box! 

 

Have you checked the connections to make sure that everything is tight and secure? Do you have the box connected to a power strip instead of directly to the wall?

 

Visitor

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2 Messages

It's not a/the power strip. In fact, your suggestion is in line with the one I referenced with the live rep - seemingly meaningless, unrelated babble to try and wear me out over time in hopes I will go away. How insulting. 

Another thing... I was told I would receive a follow up phone call with a senior tech support rep with the escalation team (or some fancy language to make it seem I was being taken seriously). That never happened.

And you failed to answer my main question which leads me to believe you did. The answer to whether the xfinity box purposefully lags with 3rd party apps. It is yes, it does. 

I will be switching away from everything xfinity very soon as it has become overpriced and under serviced. It has become the house of endless menus, substantial wait times, consistent outages, and  powerless employees. 

Shame.

Official Employee

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1.6K Messages

 

Mt3331 Thank you for your feedback and for letting us know what has been going on. We never want  you to feel like we are not here for you or desire to make you leave us. Our team of dedicated professionals would be happy to investigate your account and make sure everything has been resolved properly. Please feel free to send us your full name and complete address in a direct message.

Here is a great step by step process on how to send us a direct message. 


  Click "Sign In" if necessary


 Click the "Direct Messaging" 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


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


 • Press Enter to send it


Check out for example on how to send us a Direct Message:  https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e 

 




 

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Problem Solver

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416 Messages

1 month ago

@XfinityJeniece Hard to imagine how using a power strip would slow down the time it takes to access 3rd party apps.  Regardless, I have some TVs with boxes on power strips, others connected directly to the outlets, and they all take about the same time to load apps.  So, that doesn't seem to be it.  

X1 is not optimized for streaming.  Apps are convenient as a single system solution and my family members often use them thru X1 for that reason.   But, I generally don't myself.  Plus, the app features tend to not be as robust.  X1 doesn't support HDR on live TNF, for example, while my LG G2 and Fire Cube 3 apps do.  And the XG1v4 4K box doesn't do Dolby Vision at all.  

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