Streaming Issues

I would appreciate a call or direct email from a support specialist who knows what they are doing and can actually help. I’ve spent hours trying to resolve a couple of streaming issues and have been promised I would hear back but have not received any answers. I signed up for Disney+ with ads several days ago but am still not able to watch anything. As soon as the first add finishes the screen freezes. None of your people have been of help. I spent another 2 hours on the phone with Disney support and they tell me the answer is with you because I access the platform through my cable box. Now I’m paying for something I’m not able to access and am frustrated beyond belief. Additionally, you send me a membership benefits notice that I am entitled to Peacock premium for no additional cost. However, when I follow the links to try and activate this “benefit” it does not work and no support staff are able to help. One even told me that other customers are experiencing this same issue but there is no fix or answer to the problem. Don’t insult me by giving me a benefit that doesn’t exist. And you wonder why I don’t rate the service higher on my surveys? If you really want to know, why doesn’t someone pick up a phone and call who can actually resolve? I would appreciate a response.

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XfinityGabriel

Official Employee

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3.3K Messages

1 day ago

user_e1c958, Hi there! Thanks for reaching out. I hear you and honestly, I don’t blame you for feeling this frustrated. Spending hours trying to fix something you’re paying for, only to keep getting passed around without answers, is not the experience we want you to have. You shouldn’t have to chase us down to get help, and I’m really sorry to learn about htis expereince with no follow through on the callbacks or updates that were promised. For the Disney+ issue, especially since you’re accessing it through your cable box and it’s freezing after ads, that does point to something we need to dig into on our end. Not something you should have to go back and forth on with Disney. The Peacock situation you described is just as frustrating, and I completely get how it feels to be told you have a benefit that you can’t actually use. You’re right to expect that to work, and if it doesn’t, we need to own fixing it. Let’s get this handled the right way. Our team of experts can:

review your account end-to-end
address both the Disney+ playback issue and the Peacock activation problem
and stay with this until it’s actually resolved

If you’re open to it, would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, input our shared handle "Xfinity Support" to send us a direct message.

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user_e1c958

Visitor

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9 Messages

Please send me a link or reach out to me directly. You have my email address

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1 day ago

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user_e1c958

Visitor

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9 Messages

1 day ago

I don’t see go to send a direct message. I don’t have a direct message icon that I see

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XfinityNatalie

Official Employee

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820 Messages

user_e1c958, Could you please try refreshing the page and try the steps above to send a direct message? Let us know if that works.

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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1 day ago

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user_e1c958

Visitor

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9 Messages

I still see nothing that says direct message. This is the first time I have posted in this forum so if there is an icon I should use that is not labeled, I sure [Edited: "Language"] don’t see it

(edited)

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1 day ago

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XfinityNatalie

Official Employee

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820 Messages

user_e1c958, No worries! You may use this link to direct message us for the first time: https://forums.xfinity.com/direct-messaging.

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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1 day ago

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user_e1c958

Visitor

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9 Messages

Ok … so I’m there and it wants me to choose a name to send to. Elc958 is not listed and there are many Natalie’s. Don’t know why this has to be so difficult and you can’t just [Edited: "Language"] email me directly.

(edited)

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1 day ago

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XfinityAmandaB

Official Employee

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3.2K Messages

If you are not seeing the steps provided, you may not be logged in correctly or under the correct user ID. We do not have your account information since you do not need to be a customer to use the Xfinity forums. Your information is not correct in our systems, and we only see a username. All the contact information would need to be provided by you in private. If you are not able to use the steps provided above, let us know, so we can better assist with navigation.

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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1 day ago

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user_e1c958

Visitor

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9 Messages

1 day ago

Is this a private message? I don’t want to post my name and address unless you can confirm confidentiality

Note: This comment was created from a merged conversation originally titled Streaming issues

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XfinityAmandaB

Official Employee

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3.2K Messages

user_e1c958, nope, you made a new post. I did move it to be connected with your already open thread. Try these steps; they may be better to get you into private.

Click "Sign In" if necessary

Click the "Direct Message" icon in the upper right - it looks like a chat bubble
Click the "New message" (pencil and paper) icon just to the right of Conversations
Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
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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1 day ago

0

jdawg90

Contributor

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79 Messages

13 hours ago

Had the same issue with Disney+ months ago. From what I could gather, it's a Disney+ issue and app compatibility issue. Not necessarily an Xfinity issue. There's definitely a plethora of information about ideas to attempt to resolve it on the Internet with a quick web search or your favorite AI search. The most common is to adjust the streaming quality, I believe. Just not certain Xfinity can do anything about it for you. If they're able, would be nice to know as it seems to pop up intermittently for us over the last few months/years, too. But it does it on other devices, not just Xfinity's for us, when it's occurred for us.

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user_e1c958

Streaming Issues

XfinityGabriel

user_e1c958

user_e1c958

XfinityNatalie

user_e1c958

XfinityNatalie

user_e1c958

XfinityAmandaB

user_e1c958

XfinityAmandaB

jdawg90

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