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Steve19541
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11 Messages

Sunday, December 18th, 2022 12:18 AM

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Freezing During Commercial Breaks

We've been experiencing a very strange situation. When viewing Food Network or HGTV, the TV will occasionally freeze at the end of a block of commercials, typically when the last image is "static" with no moving elements. We have to switch to another channel and back to restore operation. By "freeze" I don't mean pixelation or stuttering; it is as though the programming simply stopped.

This happens randomly, perhaps once every hour or two, and only during commercial breaks. So far it appears to happen only when we are watching Food Network or HGTV.

We have two TVs in our home and both exhibit this behavior. I have tried resetting both X1 set top boxes as well as the modem, but to no avail.

I am uncertain about what to try next.

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2 years ago

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cmaterick

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13 Messages

2 years ago

I can confirm that I am experiencing the same issue on my two Xi6 boxes. It started on 12/10, and I hadn't seen the issue prior to that. I've also had it happen on more channels. Animal planet is another example. The issue seems to be occuring even more frequently this weekend (12/17 and 18). Both of my boxes are on my wired network. Neither soft restart nor hard (unplug) have done anything. One question for you, do you use Eero for your home network? Trying to find a possible common cause. 

(edited)

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Steve19541

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11 Messages

@cmaterick​ My issues also began around 12/10. We don't usually watch Animal Planet, but I will check it as well. Since both of us began noticing this behavior beginning at about the same time, it makes me suspect a change that Xfinity "pushed" to our respective systems. But as you say, no amount of resetting will resolve the problem.

2 years ago

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cmaterick

New Poster

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13 Messages

I agree with your suspicions. It seems to apply to all the channels owned by Discovery.

(edited)

2 years ago

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cmaterick

New Poster

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13 Messages

2 years ago

I'll add that I don't think it's always at the end of a block of commercials. It's frequently at the end of the same few commercials for me. One is for ComEd, and it will freeze on those no matter where they fall in the commercial break. The frequency of the freezing seems to depend on the frequency with which they play the offending commercials.

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Steve19541

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11 Messages

@cmaterick​ I do not use Eero, by the way. The modem brand is whatever was supplied by Xfinity.

2 years ago

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cmaterick

New Poster

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13 Messages

That eliminates the cause being some combination of Xfinity and Eero. 

2 years ago

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cmaterick

New Poster

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13 Messages

2 years ago

I'm running version 157.0.2 which was released on 12/1/22.

(edited)

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janfran813

Visitor

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1 Message

2 years ago

We're also having the same problem. Started approximately the same date. I'm calling tomorrow.

On another note, we watch a lot of recorded shows and have never run across it in one of our recordings. Next time I see a ComEd ad, I'm recording it on my phone. Hard to explain and you did a great job.

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cmaterick

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13 Messages

@janfran813​ Have seen the ComEd commercial twice this evening on HGTV without a freeze. Perhaps it's something they're working on remotely and not our devices. 

2 years ago

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Steve19541

New Poster

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11 Messages

@janfran813​ Please post if you make any headway by calling Xfinity.

Steve

2 years ago

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CCDaniel

Problem Solver

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606 Messages

 

 

Thank you for reaching out with the issue that you are experiencing with the picture freezing during break. Do you experience the issues on both live, recorded, and on demand?

I no longer work for Comcast.

2 years ago

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cmaterick

New Poster

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13 Messages

I believe we are all only having the issue on live TV.

2 years ago

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Steve19541

New Poster

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11 Messages

@XfinityDanielC​ Only on live TV.

2 years ago

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rschubring

Visitor

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1 Message

2 years ago

Also having the same issue. Always freezes at the end of the last commercial in the break, before the show restarts. Seems to lock up during the transition back to the show.

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user_e3b39f

Visitor

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2 Messages

2 years ago

Same! I googled this issue because I wasn’t sure if others were experiencing the same thing of it is was something on my end. Clearly I’m not alone.  It’s like the tv “freezes” at the end of a commercial break and I have to change the channel and come back to it to get the show to play. What’s going on??

also, I’ve noticed this on Discovery and HGTV.

(edited)

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Steve19541

New Poster

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11 Messages

2 years ago

For unknown reasons, the freezing problem has disappeared, at last for now.

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CCChe

Official Employee

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6.9K Messages

Hello, @Steve19541. I wanted to check in to see if the freezing issue has returned or if this appears to be resolved on your end? 

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

0

user_c06193

Visitor

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2 Messages

2 years ago

Same here. No frozen channel in about an hour. 

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user_c06193

Visitor

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2 Messages

@user_c06193​ spoke to soon. Just happened again.

2 years ago

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cmaterick

New Poster

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13 Messages

It's definitely still happening - and quite frequently. @XfinityDanielC - is anybody doing anything about this issue?

(edited)

2 years ago

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CCGina

Official Employee

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800 Messages

Oh no, thank you for the update @user_c06193!

 

I see that there are a few reports in this thread that this is happening on specific channels, is it the same for you? 

 

It is helpful for us to know what network(s) this is occurring on, if it is on live TV, recorded programs, and/or On Demand, and if the same issue happens using the Stream site or Stream app, or just on the cable box. We want to get this figured out, and appreciate you all telling us about this! 

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

0

cmaterick

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13 Messages

@XfinityGina - If you read the thread, you can see that several people have said the same thing. It happens only on live TV. It happens on channels owned by Discovery Network including HGTV, Food Network, and Animal Planet (probably more but not confirmed). It happens sporadically at the end of certain commercials as the programming attempts to switch to what's next whether that be another commercial or the program we're trying to watch. The latter is more common. It happens up to 3 times an hour or so but sometimes a little less frequently. This is happening with the cable boxes. For me, I have 2 Xi6 boxes, and it happens on both. I don't use the streaming app, so I cannot say if it's happening there. That said, the same problem used to happen on the app in the past, and complaints about that can be found doing an internet search. What else do you need to know before it can be addressed?

(edited)

2 years ago

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Steve19541

New Poster

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11 Messages

@XfinityGina​ I am the original poster concerning this problem. Strangely enough, the problem appears to have stopped on one of our TVs (we have two on the network), but is still continuing with the other! I have reset the set-top box, but it didn't make a difference. I am only experiencing the problem on Food Network, HGTV and Animal Planet during live TV.

(edited)

2 years ago

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user_d04da0

Visitor

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4 Messages

2 years ago

Still happening on Food Network HD on 1/5/23

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Etheridge71

Visitor

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1 Message

2 years ago

Still happening here glad to see I’m not the only one has to be some thing to do with Xfinity and discovery servers 

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CCLamont

Problem Solver

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519 Messages

hey @Etheridge71 this is not the type of experience we want for any of our customers. I am here and will investigate. 

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 "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/3KQF8q9r for an example.

I no longer work for Comcast.

2 years ago

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cmaterick

New Poster

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13 Messages

2 years ago

I can report that the freezing doesn't seem to be happening via the Roku app. I had Food Network on an Xi6 cable box and the Roku. Cable box froze 3 times in about 90 minutes. The Roku app didn't freeze at all. 

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Anna333

Visitor

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1 Message

2 years ago

Add me to the list of having this problem. Same as the others, only happens on Discovery owned channels.  Happens nearly every commercial break.  Channels affected happen to be the only channels some of the people in my house watch, so it's particularly annoying.  And I must say, a bit embarrassing that this has been a known issue for close to a month now with no fix.  

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CCXavier

Official Employee

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695 Messages

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 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

0

mike49107

Visitor

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1 Message

2 years ago

A quick google search will show that this has been a problem for quite some time. And, it doesn’t appear that any progress is being made to remedy the situation. Given that we pay almost $200/month, I find this completely unacceptable. Sometimes we can go a couple of hours without a problem. But, then there are times (like today) that it seems to be almost every commercial break.

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user_a34468

Visitor

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1 Message

2 years ago

Having the same issue on HGTV, Food Network and TLC.

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CCMike1

Official Employee

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933 Messages

I can look into this. Can you send me a direct message with your address and name? 

To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

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

0

tj5136

Visitor

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2 Messages

2 years ago

Having the same issues on the same family of channels. This is unacceptable and Xfinity needs to fix this. There are options to xfinity, you know. It’s time to cut the cable. 

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JB69696969

Visitor

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2 Messages

@tj5136​ I came here for the same issue but “unacceptable” and “cut the cable” seems a little rash for a few channels freezing, I’d hate to see how you react when faced with an actual problem. I’m gonna try making them aware of the issue and waiting patiently while they come up with a solution, this is the first issue I’ve had with xfinity in 12 years after all, but hey good luck going thru the hassle of switching providers I’m sure the competition works flawlessly 100% of the time lol

2 years ago

CCAlisha

Problem Solver

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571 Messages

Hi, @tj5136 We appreciate your time and bringing this to our attention. I do see this has been an issue for several other customers as well. This is not the experience we want for our loyal paying customers.

 

Just to confirm are you watching these channels from your cable box or Streaming from our App or website when the freezing occurs? 

I no longer work for Comcast.

2 years ago

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