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user_c1ab3c
1st Topic

Visitor

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3 Messages

Wednesday, May 18th, 2022 1:00 PM

Closed

Netflix through Xfinity Apps vs. SmartTV app

All apps, like Netflix and DisneyPlus, when accessed through Xfinity > Apps are significantly slower to load at each step (eg, load app, select account, navigate menus) than going straight to the app through the SmartTv app (eg, Samsung > Netflix). Using the SmartTv app is nearly instantaneous with response time, BUT I have to use the Samsung remote instead of Xfinity, which is annoying. Why is Xfinity slowing the apps down so much? Can anything be done to fix this?

Question

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Updated 

3 years ago

1K

2

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Andyr1

Gold Problem Solver

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8K Messages

3 years ago

Xfinity is not slowing them down. What cable box do you have? Many are just underpowered compared to newer TV's and devices. I have an XG1v4 that is roughly the same speed as my old Roku 4. I also now have a Roku Ultra (4800 model), and it is screaming fast with most services, although some are still a bit sluggish.

When I am at my parents, and try to use their XG2v2, it's painful. It can take over a minute to load a service, 20-30 seconds to start playing, and even 3-4 seconds to respond to remote commands.

4

user_c1ab3c

Visitor

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3 Messages

@andyross​ I have the X1 box. Isn't that the newest?

3 years ago

0

CCChelseaA

Problem Solver

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637 Messages

Well hello there!
Thank you for reaching out to our Digital Care Team via our very own community!
We'd be happy to help with any troubles you'ore currently experiencing with your apps!
May I ask, since this issue started ocurring, had you the opportunity to do any sort of a rest to the box that you are using at the time this happens?
We have some awesome troubleshooting steps also available online at https://comca.st/3yLrIIU as well as through our handy Xfinity my account application which may also help as well!
Also, is it solely with the applications, or are you perhaps also experiencing any trouble loading On Demand content? 

I no longer work for Comcast.

3 years ago

0

user_c1ab3c

Visitor

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3 Messages

@XfinityChelseaA​ Yes, I've reset both boxes there and powered down. After restarting, the very slow processing of the 'apps' remained. It has to be xfinity because again, opening the SmartTv apps fire up instantly.

3 years ago

0

CCTimothyA

Problem Solver

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785 Messages

@user_c1ab3c Thank you for letting us know the troubleshooting steps you have taken. 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.

3 years ago

0

user_a5r79y

Contributor

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39 Messages

3 years ago

Just give up on the xfinity version of the apps and use your TV's version. Will always have more complete features such as Dolby Atmos etc.

Using the xfinity app causes issues for me

1

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CCAshley1

Official Employee

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746 Messages

Oh no, we definitely do not want you to give up on the app. Lets troubleshoot and get you back to watching your favorite programs through your cable box. Please send us a private message to get started. 

 

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 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

3 years ago

0

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