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aharbold
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3 Messages

Thursday, February 3rd, 2022

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Slow Response Third Party Apps

Why have third party apps if it’s known that they run horribly slow to the point of exhaustion with trying to watch or open them? This is not the first post about this and I’m quite sure it’s not going to be the last. If the boxes can’t handle the bandwidth own up to it, upgrade it or don’t offer it. 
Is your box slow to open the Apps? Yes; Paramount+, Netflix, Hulu, Prime Video, HBO Max

Does it happen on all the Apps? Yes

Does it happen frequently? Yes; every time

Do you notice it is slow to respond at any other times? No

Have you tried any troubleshooting steps yet? Yes; internet speed is fastest available / cable are tight / all equipment (internet and X1) has been refreshed/reset. 

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3 years ago

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XfinityVianney

Official Employee

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2.4K Messages

4 years ago

Hi, @aharbold. I understand you've had frequent issues with apps on your X1 equipment. This is not what we like to hear, and I can certainly help. I ask that you reach out privately, so we can cover the details. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your first and last name to help us locate your account. Let me know if you have any questions.

0

user_1dc6e2

Visitor

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1 Message

4 years ago

new customer as of 1/30/22.. I am having the same issues new with my set top box its brand new i downloaded all of my third party apps and they will take 2-3 min to fully load.  Lagging 2-3 seconds when scrolling and typically will over shoot The desired program.  Once I finally do get to the show Im trying to watch pausing, fast forwarding or rewinding will take 10-15 seconds to respond.  Needless to say its very frustrating, not to mention that the sound sync is way off and depending if im on live tv or an app they are lagging at different rates constantly adjusting the AV delay is getting old.  I have done restarts and refreshing nothing seems to help 

5

CCAmir

Gold Problem Solver

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7.2K Messages

Hi user_1dc6e2, thanks for posting here. I am sorry that your experiencing this issue with your current equipment. This is certainly not the expereince that we want for you. If you've already rebooted the equipment and this did not fix your lagging issue, I would recomend you swapping out the cable box for new equipment. If you have more than one box, and you see the same issue on all of the equipment then we would want a tech to come out to look into this for you.

I no longer work for Comcast.

4 years ago

user_ecabb8

Visitor

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5 Messages

@user_1dc6e2​ I am a long time Comcast and Xfinity subscriber. I only recently did I start using apps within Xfinity rather than switching to Roku. I am convinced that Xfinity is intentionally slowing down third-party apps in order to have customers avoid using them. I would be curious what Xfinity‘s response is to this sense Roku loads apps at least five times faster and flawlessly.

3 years ago

0

user_9cbc69

Visitor

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2 Messages

Same issues - EXACTLY.

Have a Roku TV none of these issues.

So Xfinity is going to lose another subscriber shortly. I have been a subscriber to Comcast/Xfinity for over 20 years...but really not much longer.

3 years ago

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user_8500fd

Visitor

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1 Message

@user_ecabb8​ 

Yup. That’s exactly what Comcast is doing. We cancelled our ridiculously expensive cable and opted for apps. We still have internet through Comcast. Every night at the same time movies in our apps aren’t watchable due to speed issues. Comcast [Edited: Inflammatory] and we can’t wait to change to go net speed. Unfortunately go net is not available on our street yet but will be soon. Can’t wait to get rid of Comcast for good.

(edited)

3 years ago

0

user_MikeG

Contributor

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71 Messages

Hello @user_8500fd, I'm sorry to hear about the issues you're experiencing with your internet, and I would be happy to assist you. 

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 "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

3 years ago

0

user_4b59df

Visitor

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4 Messages

4 years ago

Agreed!! This is a known internal issue apparently. Glad I found this forum because I’ve spent hours on the phone with reps trying to find out why I upgraded to higher speed, ditched Roku thinking I was saving money. Wrong! Was paying $110 a month, basic speed package with a roku and never had an issue. And i work from home. Now paying $160-170 and probably spend 30 mins of each day waiting for streaming apps to open. Such a waste of time and if not corrected soon, I’m going back to prior speed and Roku. 

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user_be2602

Visitor

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1 Message

3 years ago

Why have third party apps if it’s known that they run horribly slow to the point of exhaustion with trying to watch or open them? This is not the first post about this and I’m quite sure it’s not going to be the last. If the boxes can’t handle the bandwidth own up to it, upgrade it or don’t offer it. 
Is your box slow to open the Apps? Yes; Discovery+,Paramount+, Netflix, Hulu, Prime Video, HBO Max

Does it happen on all the Apps? Yes

Does it happen frequently? Yes; every time

Do you notice it is slow to respond at any other times? No

Have you tried any troubleshooting steps yet? Yes; internet speed is fastest available / cable are tight / all equipment (internet and X1) has been refreshed/reset.

Ever since I upgraded my black modem to the the white modem and also a new DVR box 3 apps are to a point where I cant run them. It streams faster on these apps from my laptop to my firestick waaayyyy faster. I know this is a internal network problem with Xfinity system. When will the engineers figure this out. Being a computer engineer I know the backbone issues, but will not tolerate this much longer. I pay $304.00 a month and wish I would of never changed to the X1 platform. The gig data speed is nice but not worth the problems with my 3rd party app issues. All my equipment is brand new??  ?????????????????????????

1

XfinityPeterH

Official Employee

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2.2K Messages

Thank you for your feedback @user_be2602 we are happy to investigate your account and make sure everything has been resolved properly. Please send us your full name and complete service address in a private message. Here is how you can do so:

 

(Full credit to @BruceW for this excellent explanation!) 



"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:



  • Click "Sign In" if necessary





  • 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



See https://comca.st/3pZXJrE for an example.

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

user_5c65a9

Visitor

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1 Message

3 years ago

I am having this exact same problem….doesn’t matter if it’s Pandora or Apple TV. Constant disruptions! I’ve called Comcast technical and they’ve run their remote “fixed”, yet the problem persists. They blame it on the app servers, which might be true for one app, but not all. It’s maddening! How does this get corrected?

1

XfinityPaula

Official Employee

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1.6K Messages

@user_5c65a9 I'm sorry to hear that you are having this issue as well with the apps having a delay when loading. I use our Xfinity services at home as well for accessing the third party apps and have not had the same experience which makes me think there's a more isolated cause. It may be the specific equipment or the signal that the device is receiving. We can troubleshoot and figure it out.

If you could please send a direct message and I will help resolve the disruptions.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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 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

Kerouazy25

Visitor

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3 Messages

3 years ago

My X1 box takes forever to start 3rd party apps. Other customers I know don’t have this problem. Please help!

3

0

CCXavier

Retired Employee

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695 Messages

Hello @Kerouazy25, are you using a wireless box or our Flex box to access the apps?

I no longer work for Comcast.

3 years ago

0

user_9db6ae

Visitor

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1 Message

So. Xfinity personnel responders.

I see lots of users with the same problem. And i see lots of the same responses from xfinity..... contact us directly.... in ither words out of the forums. 

How about you just post the findings here?  With so many people having the same slowness issues with equipment provided by xfinity, you cant really chalk this up to "individual user circumstances."

How about you just answer is all here with what is causing the problem, and what, if anything, is being done to fix it?

This forum is where your customers come for answers to problems where we dont have the time to deal with scripted phone technicians. 

3 years ago

0

XfinityJeniece

Official Employee

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3.4K Messages

Hey there, @user_9db6ae, thanks for reaching out through Xfinity Forums! We definitely want this community to be useful for all our customers looking for support! We would be happy to help on this public thread. We are here to help! Have you tried any troubleshooting steps to resolve this issue? 

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

user_9a6bb1

Visitor

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1 Message

3 years ago

I have multiple TV boxes in my home. At least two of them load Paramount Plus reasonably fast. The third one in EXTREMELY slow to load up. Once loaded up it is a little slow in moving up and down the screen. Once a show is selected it loads pretty quickly. There are no problems watching the show. I did a hard boot this morning by removing the power for a minute to the cable box and there was no improvement in the boot up speed. Could this be a problem with my cable box?

My WiFi is very fast using my router with my computer.

I need help also.

3

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user_ecabb8

Visitor

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5 Messages

@user_9a6bb1​

I have had numerous problems launching third-party apps on Xfinity particularly Apple +.

Last night it would not load at all so I switched to Roku, launched the app and enjoyed the view Coda with no problems and completely uninterrupted.

I wonder if Xfinity has software installed to slow down third-party apps so that customers switch to commercial TV.

If it looks like a duck and quacks like a duck, very possibly it is a duck.

Curious if Xfinity will respond in great detail to this inquiry

3 years ago

0

user_ecabb8

Visitor

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5 Messages

Still no reply as I expected

3 years ago

0

XfinityRaul

Official Employee

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2.2K Messages

I'm sorry to hear you've been experiencing issues launching third party apps, @user_ecabb8. I'd love the opportunity to help figure out a solution to this problem.

 

Have you by any chance reset your cable box by using the incredible My Account app? How about a power reset, have you tried that?

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

user_54129e

Visitor

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2 Messages

3 years ago

Pretty frustrating to run the app through an AppleTv/Fire Stick and works fine but when trying to run it through Comcast so I can use just the one remote it fails.  And it’s really only on my main tv (other boxes work much better).  Not sure what I pay 200 bucks a month for.

1

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XfinityThomasA

Official Employee

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2.7K Messages

@user_54129e - I understand and I think I'd be frustrated too if my one TV was having issues loading apps. We want to turn this around. We'll ask a few questions and work together to get this resolved. Where is that one TV located in relation to your modem? Are there any bluetooth connected devices inbetween? 

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

Pnuge

New Poster

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2 Messages

3 years ago

I have been having the same issues. The wifi boxes work fine but the main box is slower an slower. The box is right next to the x1 gateway and there are no connections between. Will a swap fix the issues? Or is a tv company swap required?

1

0

CCKimberly1

Official Employee

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842 Messages

I can absolutely understand the aggravations of the apps loading slower than they should be and I will be more than happy to help do a bit of troubleshooting with you, @Pnuge. 

Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Peer to peer" 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.

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

user_9cbc69

Visitor

 • 

2 Messages

3 years ago

Same exact issue. I have the 1Gb connection/subscription. Have restarted modem/set top box have made zero changes to any connections...was working albeit slowly and now - just a black screen post launching apple TV+. Also very slow when launching Netflix, Hulu and Disney Plus.

Spent 40 min with Xfinity customer care. Cleared the cache on the set top box which meant going through the ridiculous interface to reset passwords on all accounts.

We are seriously close to pulling the plug here...they are sending another set top box as this one is 3 years old or so....I cannot spend more time on this. Xfinity needs to get their act together.

So I spend over $3K/year and candidly do not have the time to deal with Xfinity's poor end user configs/systems and resultant service.

0

0

user_8da4f0

Visitor

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1 Message

3 years ago

I have the exact same problem. All of my 3rd party apps run at the same SLOW speed. If I use the fire stick, which is still connected, the apps run at normal speed. Makes no sense. This is an issue with xfinity and not with the apps themselves. I’ve disconnected the cable box already and no change. Constantly keeping track of 2 remotes for each TV doesn’t make sense. If this can’t be resolved I’m looking to cut cable. All the local news networks have apps now anyways. Plus I’m tired of waiting on hold to have problems not resolved. 

(edited)

2

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CCDaniel

Problem Solver

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606 Messages

 

@user_8da4f0 I'm sorry that you are having issues with the app on your TV box. This is not the experience we want you to have. Thank you for troubleshooting before reaching out. 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

cj9er

Frequent Visitor

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11 Messages

@user_8da4f0​ What model box are you using?

3 years ago

0

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