Visitor
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11 Messages
Picture freezes when watching apps on TV
I am having trouble watching apps such as Amazon Prime and HBO Max on my TV using my X1 cable boxes. The picture starts to freeze and I see a spinning wheel. It eventually starts up again. Recently, I lost audio when the picture started back up. This used to work fine. The freezing issue has been happening for the last month.
I have Advanced Gateway XB7 model. I have no freezing issues when I use my PC or smartphone. The freezing issue happens on both my TVs and connected Xfinity boxes.
This does not happen when I watch regular TV, On Demand, or my DVR recordings.
I made sure all the connections are tight and I did a system restart. It did not help.
I tried watching something from Amazon Prime on my TV yesterday during the day when all my neighbors were not home. I did not have freezing issues.
Can someone please help with this? Thanks.
XGaryB
Visitor
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2 Messages
2 years ago
Thats cause they have been working on there satellites and firmware etc. Mine does too especially with HBO Max on there streambox @ 1.2 gb speedsthey need to update there Stream box's add faster processors and more data or fix there cloud idk but they were worrying about there download speeds to much which are good but there upload speeds are horrible. Now there working on there 5G finally cause mobile service is horrible but getting better try getting atleast a cat 6 ethernet wire theres are only cat 5's there yellow and Grey ethernet wires and depending on your tv if its 4k get a good HDMI get too we are running a 8k HDMI to a 3 year old 4k Samsung Smart tv definitely helped you can get both off them cords Amazon for under 20$ probably 2 of each..
And just FYI when running the same programs on same TV from my chromecast it does not freeze at all there Stream box's are junk! You can get a bran new chromecast 4 like 40$, but ours is the older one but it still good and if your streaming something like the new House of Dragons the same day a new episode is out everyone across the country were having issues just try thinking about if anything else is connected, or apps open, devices connected, etc. Believe it or not them small things help try having devices connected to just Xfinity not your personal xfinity, or off the wifi altogether I mean 1 or 2 devices arent really gonna matter. And go on your xfinity app control your connections we shut off the extra xfinity wifi all together so no one is sharing your connection.. There's so many small things hopefully this gets you streaming better goodluck..
(edited)
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CCDaryl
Problem Solver
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828 Messages
2 years ago
@user_dec194
I wanted to follow up with you about the issues you were having with the apps feature on the X1. Have you done any troubleshooting using the My Account? It'll send a signal to your box to see if there is anything wrong, and then do a refresh if necessary.
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Rustyben
Expert
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24.6K Messages
2 years ago
@user_dec194 do you have a set top box that has its own coax cable connection? if so, try the same source there to see if you are having the same problem. The set top box model numbers is available on each menu by using the voice remote 'about' and noting the line below 'STB Version'. the xg1 xg2 and xid/xi3 all have coax connectors but only the xg1/xg2 get 'data' from their own 'gateway/modem' internal in each device. The xi5/xi6 are wireless and for 99.99% of use are getting their data from the wireless xb* gateway. Tests on differently connected devices can help pinpoint where the problem location begins.
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user_dec194
Visitor
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11 Messages
2 years ago
Is it possible that this is caused by interference from something that my downstairs neighbor is doing electronically? If so, how can I stop that from interfering with my app viewing on my TV? Thanks.
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Rustyben
Expert
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24.6K Messages
2 years ago
do you have the freezing/pixelation while watching on the larger (DVR) set top box?
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