Disney+ App hangs during commercial breaks

Using the Disney+ Application on the X1 DVR TV box.

Thanks for clarifying, VDreadstar! Have you tried rebooting the TV box manually or through the Xfinity App? Is this only affecting the Disney+ App? Or have you noticed the same issue in other programming/apps? 

@XfinityDilary​ I have rebooted the X1 box, no change. I have only seen this on Disney+. Paramount can be laggy but never hangs. Netflix or Peacock has never been an issue.

Do you notice this issue with the app on other devices? 

I’ve had Disney+ for about a year.  In the past, it was unusual for it to freeze.  But the past few weeks, it freezes just about every ad break.  It happens only when an ad finishes and another ad is about to start.  This doesn’t happen on any other app.  The ads play just fine on my iPad.  But I prefer to watch things on my TV.  I suspect that the app has a problem that was recently introduced.  Please fix the app.

Hi @Lorinj, it has been a few days since another mention of this issue has been added to this thread. Looks like our engineers have not made an official note about this particular issue, are you still experiencing the Disney+ app freeze during ad breaks?

Yes, we're still having problems with Disney+.  Please fix this app!!!

Sorry for the inconvenience @Lorinj can you tell me what device you are viewing Disney+ on and whether it is happening on your other devices and in different apps? Have you performed any self troubleshooting on your end? 

To troubleshoot Disney+ on Xfinity, you can manage your subscription through the Disney+ app on your X1 or Flex TV Box. If you encounter issues, check your subscription status by visiting the Disney+ account website. For parental controls, you can lock content under Settings > Parental Controls > TV Rating Locks. If you forget your username or password, visit the Disney+ Help Center for recovery options. For further assistance, consider contacting Disney+ directly if problems persist.

For more details see:

• https://www.xfinity.com/support/articles/manage-disney-plus-on-x1-flex
• https://www.xfinity.com/support/articles/disney-plus-on-x1-flex

I’m also STILL having this issue.  It needs to be addressed by Xfinity or Disney.  

user_nfz1to send us a direct message so we can take a closer look at the issue. This will help us get more information. You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." It's next to the bell icon on the right side of the page. 

Hi @user_ps3p6a, it has been a few days since we have seen a new response on this thread. Are you still experiencing the same issue?

I was in contact with Xfinity support.  They sent a refresh signal to my box.  Worked for about 3 commercial breaks before problem came back.  Ticket is now with an advanced support team.  No ETA on fix yet.  To get around the problem, I have an inconvenient work around.  I back out of the content.  I then pull the content up on my iPad to play the ads.  When the ads finish, I continue the content on the box.  Not the best solution.  But hopefully the fix will come soon.

@VDreadstar Sorry to hear the issue continues. It looks like we don't have an update yet. Have you attempted any troubleshooting sets yet? You can also send signals through your Xfinity app. 

@XfinityLinda​ I punted and upgraded to commercial-free as a solution was not forthcoming. I am watching this thread to read when you patch the app (given a dozen or more folk seeing same issue) and then I may downgrade to commercials ... But for now Xfinity is costing me +$10 a month :(

Thank you so much for sharing the update @VDreadstar. We appreciate the feedback, and would recommend continuing to montior the App, and check for any updates as that typically is when the fixes are pushed. Please let us know if you have any other questions/concerns, we are happy to help. 

@XfinityAdrienne​ Can you let everyone on this thread know when an update has been pushed. Looks to be more than a dozen affected so far (and that being folk taking the time to post, as opposed to stewing about it at home or on the phone/chat w Xfinity in an endless circle of reboot and cache clearing).

Good morning user_lk867c. I'm sorry to read that you are having this trouble as well. I know it's a bother especially when you want to relax and enjoy a show. Are you using the Disney+ app on the X1 cable box or another device for streaming? 

Yes I'm using the Disney+ app from my xfinity cable box.

@VDreadstar Thanks. Clear the cache on the box so it has a fresh start. Follow the steps here https://www.xfinity.com/support/articles/x1-clear-cookies-and-local-data-storage to do so, then see if it plays the commercials without having to restart the box. 

This issue with the app appears to be an ongoing issue experienced by many customers, myself included. We have reset our boxes with no success. Is xfinity working with Disney yet on a system-wide repair?