All Third Party Apps are Slow

I recently moved and got a "new" cable receiver. Great! I expect it to work just as my 5 year old receiver (in the same city, different area). As soon as I load a third party app, Xfinity pops up a message that says there is newer hardware available, do you want to order it now for free. I initially ignored this message and loaded up Amazon Prime. Holy Smokes, slow as molasses. So I turn off my system, turn it back on and go to Amazon Prime again. This time I accept to get the new equipment. Couple of days later the equipment arrives ( it's the same as the one I had but whatever). So I set up this "newer" equipment and go to Amazon Prime. Guess what? It's EVEN SLOWER and this time, it actually stops playing 9 times during the movie to buffer.

What is this? Why did my old receiver play flawlessly for third party apps and the "new" ones just plain do not work. Is this intentional? I- like many people here are fed up with the foolishness and I'm likely going to be looking into other methods to get my prime shows (my laptop with HDMI plays it flawlessly on my TV). I'm --- this close -- to just killing cable altogether and I've been with xfinity/comcast for many many years.

Responses

CCShaina

Problem Solver

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393 Messages

2 years ago

@Flyntz Thank you for bringing this concern regarding the slow performance of third-party apps on your new Xfinity TV equipment to our attention here at the Xfinity Community Forums. When updating to new equipment, it is always the expectation it should work as smoothly or better than before, so the frustration is completely understandable.

Amazon Prime is one of the most popular apps on our X1 platform, so this slowdown is certainly not the norm. I see that your post title mentions 'all third party apps' but you've specifically referred to Amazon Prime. What other apps have you tested that have experienced this slow performance? Is there any slowdown in the X1 channel guide or On Demand options as well?

May I ask what troubleshooting steps you have taken so far with your newly received equipment just to rule out any simple fixes- such as restarting the box manually, checking the coax and HDMI cable connections from the box to the TV, swapping the HDMI cable, etc?

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Flyntz

Visitor

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3 Messages

@XfinityShaina Hulu, Peacock, Tubi, HBO Max, Prime - All have similar lag and slowness. This has happened between both of the new boxes (the one before the "Upgraded" equipment did the same). All connections have been checked, undone and retightened. HDMI cable has been swapped with 2 known good (notably also with the one from the 5 year old unit that worked flawlessy). Everything points to the new boxes. Native functions work just fine (Channel guide, etc)

(edited)

2 years ago

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CCShan

Official Employee

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443 Messages

@Flyntz Thank you for taking all of those steps. Have you had an opportunity to do a speed check when this happens at https://speedtest.xfinity.com/ or your preferred speed test site? Are other devices slow at the same time or it's just the issue with the box?

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2 years ago

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Flyntz

Visitor

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3 Messages

Only the box, all other internet related devices check out at good speeds. To double check I disconnected the other devices at the time as well, still slow response from third party apps. On demand worked fine.

2 years ago

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CCShan

Official Employee

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443 Messages

Thanks for that information and I appreciate you taking that troubleshooting step as well. I'd like to take a look at the account so we can check signal levels and some other things for you and then we can circle back here with any resolution steps.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
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
See https://comca.st/3KQF8q9 for an example.

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

2 years ago

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sammy1063

New Poster

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3 Messages

2 years ago

HBO Max is so slow, drives me nuts. Internet is blazing fast for my pc, then I go to HBO Max and it takes forever, first like 15 to 20 seconds to bring it up, then it asks who is the user, that takes another 15 to 20 seconds, then it brings it up, then to navigate is still slow! Why pay for HBO Max it's more like HBO Min!

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user_2384d4

Visitor

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1 Message

2 years ago

the tips from xfinity are useless. I've restarted everything, tighten all connections, and paramount+ and discovery+ are slow as

molasses. WHY

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CCKimberly1

Official Employee

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842 Messages

I will be happy to take a look at the area along with your account, @user_2384d4. Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" 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 no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

2 years ago

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Andyr1

Gold Problem Solver

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8K Messages

2 years ago

Do you have the XG2v2? It's a large black box with a vertical green/blue light on the front-right corner. You can also check the label on the bottom or back.

Basically, the XG2v2 is a HORRIBLE cable box. It is grossly underpowered and can barely run X1. Comcast is just milking their inventory as they do not want to buy any more conventional cable boxes. You can try and get hold of an XG1v4 or XG1v3. They are much faster, but VERY hard to find these days.

Otherwise, don't try to use the cable box for streaming. Get a Roku, Amazon Firestick, Google Chromecast, or similar. Even the most basic models are much faster. (PS: Do NOT get the Roku Express due to limited memory. Stick with the Express 4K as the minimum model to buy.) Also, do NOT sign up for streaming services through Comcast or any other 3rd party. Go to the services WEBSITE (do not go through a phone/tablet app, either), and sign up there. You will be able to use your subscription on ANY device.

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user_77944f

Visitor

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2 Messages

2 years ago

Once I got the newest cable box, it takes FOREVER for any 3rd-party app to launch. Once launched, they tend to work ok. I sometimes get some lagging, etc. However, what is the deal with when you click an app it takes several minutes to finally launch? Paramount+, Peacock, Amazon Prime, HBO Max, HULU….all of them take forever. I have reset every box multiple times and have even swapped some out, but not the main one. Has anyone found a solution or had a tech actually come to your house and help? I do not want to schedule a time to meet a tech and have to wait for them to show up. On another note, if Xfinity is actually listening, PLEASE stop confirming the appointment 1000 times via text, calls and email. If you spent 1/2 as much time actually showing up for the appointment as you do confirming it, we may actually have cable that works. (Rant over).

(edited)

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X1

Flyntz

All Third Party Apps are Slow

CCShaina

Flyntz

CCShan

Flyntz

CCShan

sammy1063

user_2384d4

CCKimberly1

Andyr1

user_77944f

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