U

Visitor

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2 Messages

Sun, Sep 5, 2021 2:45 PM

Closed

Slow App response and load times.

Why is there so much lag time between the remote and 3rd party apps on the X1? Even load times are much longer than using my roku. Is there a simple fix besides calling a tech to come out?

XfinityRaul

Official Employee

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692 Messages

1 y ago

Hello, @user_ef34d5. Thanks for bringing this application concern to our attention. I apologize for the time it's taken to follow the command you've requested.

 

We can definitely troubleshoot together to see how we can fix this without having to schedule a tech appointment. Have you by any chance reset the cable box? If not, please use the self help option on the My Account app to do so. Please let me know if the issue persist after doing so. 

Visitor

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1 Message

10 m ago

I have the same issue.  It really is annoying because you think a command wasn't received so you click something else and once it catches up you are now watching something you didn't intent to.  I've reset by box many time over the course of the past year and the issue persists.

Official Employee

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853 Messages

I really appreciate you troubleshooting your equipment through the restart. We definitely want to help with getting your remote working properly for you as I can see how that would be frustrating when trying to select a show or movie! 

 

Have you tried doing a factory reset on your Xfinity remote to see if that helps with the connection? Here is a link with more information on how to complete the steps, https://comca.st/3DMVts2?

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Visitor

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3 Messages

I am having the same issue. The apps are really slow and laggy to respond. I honestly can't believe the X1 is Xfinity's top platform. I've recently switched out 3 boxes and had a tech come. Unfortunately, it was a kid that was just sent to swap out boxes. No knowledge of the system.  How do I get some better support? This can't seriously be Xfinity's best platform. 

Official Employee

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430 Messages

I am sorry to hear that you are having troubles with our x1 Platform. We want you to love it as much as we do! Does the lagging happen when you attempt to select a movie or show On Demand and then the application loads slowly? Or does this occur from the main menu if you actually click on the App itself? 

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Visitor

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3 Messages

@XfinityAlisha if I am using an app, the lag is always there. If I am watching a recording from TV the lag is there but sometimes it's worse than others. I see this when I go to fast forward. I press the button to fast forward 3x and it just sits there. Then all of a sudden it starts going. I showed all this to the Tech, he was baffled but being so new he had no idea how to fix and unfortunately he didn't have anyone else follow up as he said he would. 

Official Employee

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604 Messages

Thank you so much for taking the time to provide all of these details. Can you confirm which apps this is occurring on for you? This is only on the external 3rd party apps correct? Or are you having the same issue when viewing a recording etc? 

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Visitor

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1 Message

7 m ago

I just installed the xfinity box. I don't have Paramount+ and I'm not tempted after seeing the comments here. (Edited: See Forums Guidelines https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c -but it was the only way to get HBO max. 

I thought there was something wrong with my connection,  but I see here it's an endemic problem. Another tick in the dump cable column.

(edited)

XfinityAnna

Official Employee

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649 Messages

I am sorry to hear about your experience with the X1 cable box @user_b2c566 . This is certainly not what we want for our loyal customers. Our team would be happy to help. Is your box slow to open the Apps? Does it happen on all the Apps? Do you notice it is slow to respond at any other times? Have you tried any troubleshooting steps yet? I am sure working together we will get to the bottom of this! 

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Visitor

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1 Message

@XfinityAnna​ I have the same issue as the rest very slow loading the app after the app is open I click on a movie and many times I get an error something went wrong. It would be nice if there was an error code I can look up. I have Xfinity's fastest residential internet speed and all apps load fast with the expectable few seconds of dead time to change from click of the remote to app opening start. It was fine like 6 months ago and then started to degrade. I open it and it goes to a black screen and slowly shows me different boxes of content unfilled with the images then slowly fills the image.

Official Employee

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570 Messages

@user_885d24 thank you so much for your comment. We are happy to help with your app issues and sorry to hear about the trouble with your service. Would you please specify which app is causing this problem? 

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Visitor

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1 Message

I've got the same issue.  Lag time between ALL apps.  Seems like all the responses from Xfinity are canned responses. 

They don't demonstrate any real understanding of a problem that seems  to be common with many users. 

Official Employee

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302 Messages

Thank you for your feedback and comment, @user_37ed15. We value the chance to help resolve the lag time you've been experiencing. Which device have are you using when noticing a difference from X1? Also, can you elaborate on the lag time you've noticed between using your X1 and another device? Is it an extra few seconds, a minute, a few minutes that you had noticed between the two? Where is your modem located in relation to your X1 box? 

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Visitor

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3 Messages

6 m ago

It is only the main x-1 box that lags on loading up 3rd party apps. The bedroom box has no problem loading up the apps but for some reason the main x-1 box connecting to the wireless internet and front tv is the one having trouble. I’ve reset it and still the same problem.

Visitor

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1 Message

6 m ago

Same problem. It's annoying how they keep acting like it's a device issue. This is a service issue they need to take responsibility for and fix.

Visitor

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1 Message

5 m ago

Same issue for all apps. Disney+, netflix, youtube, hbo max. So frustrating. Hey at least the service is cheap, oh wait no its not!

Visitor

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1 Message

5 m ago

Same issue here. So frustrating that for the $200+ a month that I’m paying to Xfinity that these apps are ridiculously slow and often unresponsive. I get continual spinning and then an “error has occurred” pop-up.  It is worse with Paramount Plus, which I added via Xfinity!!!!

XfinityDevin

Official Employee

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731 Messages

@user_007837

Hello! Thanks for taking the time to post to our Xfintiy Forums regarding this issue of slow loading apps. We have seen talk of connection issues with the X-1 platform that we have been working on and this has been mitigated. If you continue to have trouble with the apps loading, can you please attempt to reset the cable box?

To reset the cable box, you can use the Xfinity MyAccount app under Troubleshooting. Would you please try this and let us know if you continue to see lag in loading these apps? Thank you!

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Visitor

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1 Message

5 m ago

Same here, all apps slow, have done the resetting and it’s painfully slow! 

Visitor

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5 Messages

5 m ago

Hello Xfinity, are you still monitoring this thread?  I have problems with all 3rd party applications, some seem more impacted then others.  Xfinity should acknowledge there is a known issue with Paramount + 3rd party app.  I have gigabit internet, two boxes and both struggle for up to 2 minutes to fully load the splash page.  Please offer another suggestion besides making sure my remote has batteries or to reboot my cable box, both have been done.

Visitor

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2 Messages

5 m ago

Xfinity, this is not a problem with wifi speed or anything of that nature. The problem we are all having is with the X1 box itself. 

Any 3rd party app, Netflix, Disney plus, etc, is slow between time to load the actual app, selecting movies, loading movies, pause/play. All the above is slow when using the X1 box. My other TVs are either smart TVs or roku and we do not have this issue. My X1 box is hard wired to my router. 

PLEASE come up with a solution besides asking if we have reset the box and how close is it to the router!

Visitor

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3 Messages

5 m ago

The code is APPS-04036 that shows up now for not loading up paramount + on the X-1 box. The issue is the x-1 box not loading up apps. When I go through my tv apps WiFi or ps5 the apps work without a problem. I have the issues using the xfinity remote going through the x-1 box and resets don’t work and cables are tight.

Official Employee

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266 Messages

Thanks for letting us know about this issue. We've worked on a solution to this issue, and it should be resolved at this time. Would you be willing to let us know if you're still having any issues currently?

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Visitor

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3 Messages

Yes it shows up every time it won’t load. I have to try and load the app 3 or 4 times if not more for it to finally work.

Official Employee

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266 Messages

Thanks for checking on this. We'd love to further investigate this issue together. Would you be willing to send us a private message with your full name and address?

 

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 that appears, and the "Xfinity Support" graphic will replace the "To:" line

-Type your message in the text area near the bottom of the window

-Press Enter to send it

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

I am having this problem as well.  The voice command doesn't recognize until the third try and any time I use a 3rd party app (discovery+, Paramount +, Disney +, etc,) it just lags and lags. Discovery+ is the worst.  It constantly lags even while watching.  I have the highest internet and a somewhat new box.  Why am I paying over $200 dollars for this?

Official Employee

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409 Messages

Hello there, and good morning! Thank you for bringing this to our attention through our Forums, and thank you for your patience while awaiting our response. I understand that you've been experiencing some trouble with your X1 cable box, and or, voice remote, and I can totally imagine the frustration behind this. Rest assured; you're with the experts, and our Digital Care Team is here, every step of the way!

 

Before we proceed, can you please send us a private message, including your full name, and your full address? You can do so, by clicking on the chat icon, in the top right hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then give you the ability to send us a message. Thank you in advance, and I look forward to speaking with you! 

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Visitor

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2 Messages

4 m ago

I’m having the same problem. I didn’t have cable for years and finally got it again. Paramount + is almost unwatchable, Hulu is also terrible. The remote is so slow, voice commands don’t work until the 4th time I talk into it every time no matter what. I miss the back button when you could jump back 30 seconds.  I’ll be cancelling my cable in august. 

XfinityRay

Official Employee

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749 Messages

Hello, @user_65d5e6. I would be happy to look further into the app loading times and voice remote as well. Can you please check the Cable Signal Strength? You press the Xfinity button, go to the gear icon (settings), then Comcast Labs. There is a line that shows Cable Signal Strength that you can click on to see how it is doing. Is that showing good or low? 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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2 Messages

@XfinityRay​ it’s shows as good. Paramount plus has not been able to load for about 2 weeks now either. I keep getting the same error. 

Official Employee

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302 Messages

@user_65d5e6 Thank you for confirming that as well. And just to also clarify, are you receiving the "APPS-04036" error as well, or something else?

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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Visitor

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1 Message

4 m ago

Yes, I don’t understand why a hard wired dedicated tv system is so much worse than an iPad. Must be bad engineering in the X1 box. I definitely expect better for $200+/ month!!!

New Poster

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4 Messages

3 m ago

Nothing worse than when a vendor/service provider refuses to acknowledge an issue that is obviously widespread, and then responds to complaints with “let’s take this offline” and communicate privately.

Visitor

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3 Messages

3 m ago

So, Xfinity-- what solution have you come up with?  This is never-ending as of now. Refresh, restart doesn't help. My connection is good. I'm pulling 400 Mpbs in a one bedroom with one user. And yet....watching these 3rd party apps is impossibly annoying. The lag makes it a bad Xfinity experience. It took Hulu 30 seconds to load. There is a 2 second lag just to navigate one click down. HBO took over a minute to load. And to exit the app nearly froze the entire operation. 

You know this a problem and that your customers are frustrated and unhappy and have been for a very long time. Yet, there is no solution yet? Why?

Do not ask my any pointless questions. You know the answers-- it's ALL THE APPS, ALL THE TIME. And no...I will not do a chat with you. Answer here-- so we can all share in the wisdom.

Official Employee

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71 Messages

Hello @MackJeri, I appreciate you reaching out to us regarding the issue you're experiencing with your apps being slow to respond. After checking our error board, I'm not seeing a current issue with app latency, so we may need to get a ticket submitted to get resolution. Once we have resolution, we can certainly circle back to a public post, but to get going on a resolution, I would need to have you in a private conversation. 

 

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 that appears, and the "Xfinity Support" graphic will replace 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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