Max buffering issue

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

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!

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

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

Unfortunately no. See my above reply. 

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? 

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.

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. 

Hello @user_x8ob3v, 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. Are you having the issues on other streaming devices connected to your network or just your cable box? 

I am sorry to hear you are having this issue with the HBO MAX app. What troubleshooting steps have you taken @name-denise

XfinityDena -- As a last resort, I did finally  delete all my user info and cache on the new box as XfinityChristy below suggested.(I thought it would have been erased when I got a new box) and signed in to only 3 streaming apps. As of today, the heavy buffering is reduced on the HBOMax app, and I am happy enuf.  Coincidently{?} my internet is not cutting in and out, either, which it had been doing. Hopefully, I won't have to clear app data again for a while..... how many applications can I use before HBOMax gives me a problem again, I wonder?  Anyways, hopefully this will also be helpful for other users coming here, Happy Holidays and I won't be following this up unless HBOMax starts crashing again.

Awesome, I am glad the steps you took improved the performance of the application and service. Usually it isn't based on the amount of applications, so I wouldn't know the answer to that question. Could be tied into the devices' storage capacity that you are using. Is there anything else we can assist you with today?

Thank you for reaching out here. I am sorry to hear you are running into that issue with the HBO Max app. Is that issue happening on an X1 box? What type of troubleshooting steps have you tried for that?

Let's troubleshoot this issue together, user_3s8yjb. If you could please send a direct chat message with your full name and complete service address to “Xfinity Support”, I'd be happy to look into this with you. To do so, click on the chat icon located at the top right of this forum's page.

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