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TigerJr
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111 Messages

Saturday, June 7th, 2025 5:09 AM

Max buffering issue

I’ve been experiencing over the last week very frequent buffering on MAX. 
The buffering is not occurring on Netflix, Disney+, Paramount+, Prime or Apple+
is anyone else experiencing this issue on Max?

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15 hours ago

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user_go826k

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2 Messages

3 months ago

I have this same issue that everyone else has, and yes, I've completely swapped out all of my equipment two different times in the last 6 months, and I continue to have this issue.   We have a second house in the mountains of Colorado, where we are on Centurylink for internet only, as we only stream there, and we have zero issues with Max on that service.   This is solely an Xfinity issue, and while the BOT will give us a standard reply, it's not actually resolving the issues.   

I've been told to clear my cache, did that, I've been told to reboot, did that, I've been told that maybe the app that was installed on the box didn't install correctly, so we switched out the box, and all of this has resulted in nothing but buffering.   I've got the "superfast internet" that's one step below gig but still the same issues.   The only thing that I can think of is that this isn't a cable issue, as I noticed that the HBOmax logo says "internet," and thus this has to be an internet speed issue.     

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XfinityAmira

Official Employee

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4.5K Messages

Hi user_go826k! Thanks for visiting our Xfinity Forum, letting us know you're also experiencing buffering issues with MAX. I certainly know how much of an inconvenience that would be, and we appreciate all the troubleshooting you've done on your end. My team would be more than happy to further troubleshoot and look into this issue on our end. Please send us a Direct Message. Here are 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 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

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3 months ago

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user_za0tja

Visitor

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2 Messages

3 months ago

These comments are relevant if you are streaming online. As do many others, I have the buffering issue when streaming on my TV.  HBO Max is part of my Xfinity cable service, so uninstalling and reinstalling the app is not relevant.  Xfinity needs to fix the problem, but apparently the prospect of their doing so is highly unlikely.  

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XfinityThomasC

Official Employee

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3K Messages

Hello, @user_za0tja I understand your frustration. If you'd like to troubleshoot this with us and get that ticket opened, send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

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

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

 

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.
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3 months ago

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user_qzirs0

Visitor

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1 Message

2 months ago

Same issue here. Experiencing buffering and disjointed playback when streaming HBO Max on X1 cable box. No issue streaming HBO Max on other methods or streaming other apps on X1. 

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XfinityQue

Official Employee

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258 Messages

 

user_qzirs0, Hi we understand, and see there are many others who are facing the issue. What troubleshooting steps have you taken? 

 

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

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2 months ago

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user_ycbtk2

Visitor

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2 Messages

1 month ago

Hello 

I am having the same issue. None of my others apps have this problem. Was anyone available to fix this issue. 

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TigerJr

Contributor

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111 Messages

Advice was not helpful, I plan on watching a 4K movie this weekend so fingers crossed the issue is resolved 

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1 month ago

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TigerJr

Contributor

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111 Messages

I watched the 4K movie called Weapons without any problems on Sunday. 

(edited)

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1 month ago

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user_ycbtk2

Visitor

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2 Messages

1 month ago

Has anyone resolved? Having the same issue. All other apps work. 

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TigerJr

Contributor

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111 Messages

Unfortunately no. See my above reply. 

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1 month ago

0

XfinityAlfonso

Official Employee

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2.1K Messages

Hello user_ycbtk2 thanks so much for reaching out here on our Xfinity Forums and contributing to the conversation! With these issues on MAX specifically, how are you accessing this content? Is this via the X1 cable box application, a Smart TV app, or a streaming device such as Roku/Firestick/Apple TV+? When the buffering occurs, are you seeing a specific error message or error code? 

 

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.
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1 month ago

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user_gzuexl

Visitor

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4 Messages

1 month ago

Xfinity is NOT going to do nothing about this! As some above have said it’s been going on for years, and hasn’t been a problem with other carriers service.

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user_zzn6xq

Visitor

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1 Message

25 days ago

i just replaced my xfinity box. hbo max works fine on every other tv using roku, or the app, etc, but when using the xfinity box, max just shows a big circle. 

it's an xfinity problem, but they won't fix it because this page is run by AI bots. 

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XfinityChristy

Official Employee

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2.5K Messages

 

user_zzn6xq Thank you for reaching out via our Xfinity Community Forums to share your experience. We are truly sorry to hear that you've been dealing with frequent and frustrating buffering while watching MAX on your Xfinity box over the last week. That sounds incredibly frustrating, especially when all your other streaming apps like Netflix,  and Prime are working! It's completely understandable why you're asking if others are having this issue, and we appreciate you pointing out that the MAX app works fine on your other devices (Roku, etc.). This clearly narrows down the issue to the MAX app experience specifically on your Xfinity X1 box. Seeing that big circle instead of your favorite shows is definitely not what we want for you. I want to get this fixed for you right away! Since you've already confirmed the buffering is only happening with MAX on the Xfinity box, let's try a couple of targeted troubleshooting steps that often resolve app-specific issues on the X1 platform:

  • 1. Refresh the MAX App's Data (Clear Cache and Cookies): Sometimes an app holds onto old data that can cause performance issues like buffering. Clearing this can give the app a fresh start.

    • Press the Xfinity button on your remote.

    • Go to Settings (the gear icon).

    • Select Privacy.

    • Choose Clear Cookies and Local Storage (or Clear Cache and Cookies).

    • Follow the on-screen instructions, and then try the MAX app again.

  • 2. Power Cycle Your Xfinity Box: Even a new box can benefit from a simple restart.

    • Unplug your Xfinity cable box's power cord from the electrical outlet.

    • Wait for about 30-60 seconds.

    • Plug the power cord back in.

    • Wait a few minutes for the box to fully reboot and re-initialize. Then, try MAX.

Your feedback is extremely valuable as it helps us target where improvements are needed. Please let us know if either of those steps helps to clear up the buffering!

 

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

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23 days ago

0

user_gzuexl

Visitor

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4 Messages

They have no intention of fixing buffering and throttling…. I give up! All the reps take you through all of the steps, supposedly to stop the buffering, but it never works same old same old and we’re NOT getting what we’ve paid for!

 As you can see in comments this has been going on for years.

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3 days ago

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XfinityMatthew

Official Employee

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1.1K Messages

Hello user_gzuexl , sorry to hear you are experiencing buffering. I see we responded on another comment of yours requesting a direct message so we can look into this for you. Please send us a direct message with your full name and the service address so we can troubleshoot this issue further for you. 

To send a "Direct Message" to Xfinity Support: 
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 
- 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. 

 

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

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15 hours ago

0

user_x8ob3v

Visitor

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1 Message

3 days ago

I am having the same issues with the HBO Max app via the X1 platform.. have restarted. My internet download speeds are incredibly fast and yet the app buffers every few minutes. This is the ONLY app I experience this issue. HUULU, disney, Netflix, peacock and prime are buffer free. Clearly there is an issue with the HBO Max app and the X1 platform. What plans does Comcast have to address this issue? 

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