Max buffering issue

@XfinityBillie​ 

I am using the X1 DVR for all cable and streaming services. 
Since I don’t control the X1 DVR updates how can I check the MAX App is up to date?

i thought the DVR had its own modem and yes it is restarting every morning. 
Do I need to restart my Xfinity gateway I use for WiFi?

What steps do I need to take in the Xfinity App?

Thanks!

Thank you for clarifying that you are using the X1 platform to access the MAX app. The DVR does not have it's own modem, it works together with your in home Wi-FI. To troubleshoot in the Xfinity app you would want to select the Service tile at the bottom of the screen in the app. Then you would want to select Troubleshoot TV issues and follow the prompts. It's so easy to troubleshoot services directly from the app and will usually resolve any service issues you are experiencing. 

@XfinityBillie​ Thank you and I’ll try they approach. 

Great @TigerJr! Do you have any other questions our Communities team can help with today?

@XfinityBillie​ I tried the troubleshooting and it did not fix MAX buffering issue even when viewing only HD content. Please see above that I have plenty of download bandwidth while having these MAX buffering issues. 
All other streaming services (Netflix, Apple+, Prime, Disney and Paramount) viewing 4K content without any buffering. 
So there is something specifically wrong with MAX only. 
Don’t know if it’s a version issue or their content server. 

Hi @user_3an720 Thank you for taking the time to reach out to us here on our Xfinity Forums. I can understand the frustration if MAX is buffering. How are you accessing the MAX app, through a smart TV or cable box? 

@XfinityShawn​ it only happens on MAX while watching West Wing in HD. 
all my other streaming services like Netflix, Disney, Apple TV and Prime where I watch 4K I have no buffering. 
why is this happening on MAX only?

Hello @TigerJr, Thanks so much for taking a moment out of your day to leave a comment on our community forum and we would be happy to help. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

I’ve been encountering the same exact issue when using the max app via the Xfinity box for 2+ years. Doesn’t happen with any other app, just the Max app. I can use the Max app on my phone & there are no issues. Only occurs eve try single time when attempting to use the via the Xfinity box 

Hello user_6r8n0t, how long have you had the current boxes? We can check to see if you are due for an upgrade. This may help resolve the issue.

@XfinityMatthew - how do I check to see if I am eligible for an upgraded X1 box?

Hello, @user_59245b, we can review your account and look into updating your cable box. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

HI there, challer1! We are happy to further assist you with the HBO Max app. Are you watching the app through a TV box or another device? Has this been going on for a while now or did it just begin? Have you tried any troubleshooting steps? 

@user_16k8zx Thank you for connecting with us about service concerns. We're happy to assist. Please find the best board to author your question or concern, and post your question publicly. This will open a ticket in our system for us to assist. We look forward to your post.

yes I am. it’s only on max i’ve tried resetting my wifi i’ve tried refreshing my cable signal and I upgraded my box and wifi hub hoping it would help but it doesn’t. 

Thank you for letting us know. And this is specifically on the X1 App version of HBOMax, or on another version like Roku? 

I can completely understand your frustration @user_kxshm9. Can you confirm how you are accessing your MAX app, are you using a Xfinity cable box or streaming on your own devices?

Using an Xfinity cable box, and accessing it through a smart tv app. This issue only seems to be with HBO Max, others such as Netflix have no issue at all

Hi there, seeing that multiple people are having the same issues I believe there can be an issue with HBO Max itself. After some doing some reach I do see an uptick in outage cases within the last couple of weeks but nothing major. I would say after 24 hours the first and easiest troubleshoot process will be to swap out your equipment. Is this issue happening on multiple boxes in your home?

I’m not optimistic that switching out the equipment will help because 1) other users above said they tried this with no improvements and 2) it seems to be an app specific issue.  

I agree, but I do want to follow up with you about this issue. Is it ok if we can reach out to you tomorrow for an update on the issue?

Hello @user_59245b, thank you for letting us know you are encountering the same issue. Is it only happening on the Max app, or are you having buffering issues on other apps? Have you tried rebooting your modem? “Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.”