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user_d9ca64
1st Topic

Visitor

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3 Messages

Thursday, October 6th, 2022 11:52 PM

Closed

TV STREAM KEEPS DROPPING

My TV keeps cutting off in the middle of whatever I'm watching, doesn't matter which app I'm streaming on. I'll be watching and the whole screen goes black for about 10 seconds and then restores to the xfinity home screen, I then have to go back into whichever app I was watching,  it's been happening for about 2 weeks now and doesnt seen to have any pattern,  feels like it's right in the middle of something I'm watching during an important or good part. I've tried restarting modem and unplugging the little box and nothing is helpful. Does anyone have this issue and know how to fix it.

Question

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Updated 

3 years ago

2.4K

1

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CCJimmy

Problem Solver

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492 Messages

3 years ago

Hello @user_d9ca64, thank you so much for reaching out to us! We will be happy to help with your Stream issue. I know you mentioned things keep going black for 10 seconds. Do you ever come across any error messages or error codes? 

4

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user_d9ca64

Visitor

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3 Messages

@XfinityJimmy​ It doesn't go black for 10 seconds, the screen goes black then takes you back to the main screen, kicking us out of whatever we're watching. It doesn't seem to matter what app we are using (Netflix, Paramount+, SlingTV, HBOMax, etc.) or what we are watching - it happens without warning and there are no error codes. We have tried turning off our router and turning it back on, unplugging our Xfinity box and plugging it back in again. Nothing seems to be working.

3 years ago

0

CCFelicia

Problem Solver

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311 Messages

@user_d9ca64  we appreciate you troubleshooting on your end. In addition to the troubleshooting are you able to make sure your internet is stable.

  1. Make sure WiFi is on in your device settings.
  2. Make sure your device is connected to your Xfinity home network and not the Xfinity WiFi network or another wireless network by accident.

I no longer work for Comcast.

3 years ago

0

user_d9ca64

Visitor

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3 Messages

This has all been checked and verified yet the issue still occurs. Any other suggestions?

3 years ago

0

CCCrystal1

Problem Solver

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528 Messages

Hi there, I hope you are having a great day! Please send me a private message with your full name and full address. I can most definitely take a further look at this issue. To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”.

I no longer work for Comcast.

3 years ago

0

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