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42 Messages

Sunday, August 24th, 2025 1:11 AM

Disney+ App hangs during commercial breaks

Hey all,

Recently resubscribed to Disney+ and it works like well, [Edited: "Language"], via the Xfinity App. It tends to hang during the commercial breaks. Inevitably have to exit the App, restart and hope the commercial break completes. Anyone else have the same issue?

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1 day ago

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user_c2eq10

Visitor

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10 Messages

3 months ago

Think I found the solution.

Video link below.

Start Disney.

Go to left and select Settings.

Select App Settings.

Change Data Usage from Automatic to Moderate.

Have tried it twice and no freezing.

https://youtu.be/vSf07dGb058?si=TIvQp4gJIZMqavK1

1

user_aumhbi

Visitor

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3 Messages

I tried this, still freezing on commercials

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2 months ago

0

user_c2eq10

Visitor

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10 Messages

3 months ago

See the comment about Playback settings. Ended up going to Save Data.
Freezing during commercials on Disney+ is a common issue often caused by the complexities of dynamic ad insertion, which involves Disney's data management and third-party advertising partners. Instead of a single, uniform ad stream, the app is built to deliver personalized commercials by collecting and processing user data, creating multiple points of failure. 
How data management causes freezing
  • Dynamic ad insertion (DAI): Unlike traditional broadcast television, ad-supported streaming services, including Disney+, dynamically insert commercials in real time. When a video approaches an ad break, the Disney+ system must:
    • Pause the main video feed.
    • Use audience data, such as demographics and viewing history, to request a personalized ad from a third-party ad server.
    • Retrieve the ad from the external server.
    • Insert the ad into the video player.
    • Transition back to the original programming.
  • Issues during ad insertion: This process can cause freezing if it hits a snag. The system may fail to transition smoothly between the video and ad, or the third-party ad server may be slow or overloaded, interrupting the stream.
  • Complex data pipeline: Disney's ad-supported tier relies on a complex data pipeline involving Disney's proprietary Audience Graph, which includes first-party data (gathered from users) and potentially third-party data from partners. Any issue in this chain, from data processing to communicating with ad partners, can disrupt the stream.
  • Device cache: The problem can be exacerbated by local device issues. The streaming device's cache stores temporary files, and a build-up of old or corrupted data can interfere with the ad-loading process and cause freezing. 
Potential motivation for delayed fixes
Some users speculate that Disney+ may have less urgency to fix this bug because, indirectly, it benefits financially from the freezing. When the app freezes after a commercial, users often restart the app, which can re-trigger the ad sequence. This increases the total number of ad impressions served, potentially generating more ad revenue for Disney. 
What you can do to fix it
You can often resolve commercial freezing with troubleshooting steps that address common issues, including data management-related problems.
  • Clear the cache: Clear the app's cache and data on your streaming device. This removes temporary files that might be causing glitches with ad loading.
  • Change playback settings: Some users have reported success by changing the app's streaming quality from "Automatic" to "Save Data." This forces the app to use a lower-resolution stream, which requires less bandwidth and processing power, helping to prevent freezing.
  • Restart the app and device: A simple restart of the Disney+ app, and if that doesn't work, a full restart of your device (smart TV, streaming stick, etc.) can resolve temporary glitches.
  • Reinstall the app: Uninstalling and then reinstalling the app ensures you have the latest version and can clear any corrupted files.
  • Check for app updates: Make sure both the Disney+ app and your device's operating system are up to date. Updates often include bug fixes that can resolve freezing issues. 

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user_0c5s52

Visitor

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1 Message

3 months ago

I’ve had it with the Disney+ app. I’ve tried all of the suggestions to avoid or prevent the freezing to no avail. I’d like to know how everyone can be having the same problem and it’s our problem and not Disney+ is app problem. 
I’m tired of it. I’m canceling my subscription to Disney+.

2

XfinityMatthew

Official Employee

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1.2K Messages

Hello @user_0c5s52 How are you accessing the Disney+ app? Are you doing it through your Xfinity Box or some other device?

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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3 months ago

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user_c2eq10

Visitor

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10 Messages

@user_0c5s52​ did you go into settings on the Disney app and change from Automatic to Save Data?

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2 months ago

0

bill5g

7 Messages

3 months ago

I'd like to point out that this same issue is also happening with the new ESPN App. Obviously a glitch somewhere between Xfinity and Disney. 

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user_oayx78

Visitor

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2 Messages

2 months ago

I have this issue all the time. Fortunately I have an Apple TV box on my main tv and Disney plus works fine. There is no reason to ask about anyone’s equipment, moot point. Get it together Comcast.

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user_s794fj

Visitor

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1 Message

2 months ago

well looks like I am not the only one!  I have had for over 4 months and EVERY DAY the problem persists.  I have changed the settings, etc.  No luck - freezing at EVERY commercial/ad.  Works fine on the ipad.  Just ready to cancel...disney was no help and looking like xfinity has no resolution???

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user_aumhbi

Visitor

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3 Messages

2 months ago

This is so frustrating.  Unable to watch games on the tv.  Hangs up every commercial.  I don’t even think upgrading to commercial free would help as we are using it mostly to watch hockey on ESPN.  Only able to watch on tablet or computer.  It is really unacceptable that Xfinity has not fixed this yet.  Multiple reboots and resets to no avail.  All other apps gone and Disney is fine on all other devices. It is definitely an Xfinity issue affecting many people.  Xfinity needs to get on top of this!

3

Nleisten32

New Poster

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12 Messages

I’m seeing that with nearly each and every response from xfinity they say they see no tickets about the problem. I pay xfinity $300+ for internet and tv. I have no other options where I am located so I’m forced to use their services. Forced meaning if I want tv I have no choice but them. I’m almost ready to quit tv and internet altogether. Only obstacle is that I need it for work so I’m stuck. 

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1 month ago

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user_c2eq10

Visitor

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10 Messages

You need to go into the Disney settings and slow down the data feed rate. 

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1 month ago

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user_c2eq10

Visitor

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10 Messages

@Nleisten32​ You need to go into the Disney settings and slow down the data feed rate

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1 month ago

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jdawg90

Contributor

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53 Messages

1 month ago

Same issue for months on Xfinity box, Chromecast, etc. I contacted Disney support and two reps told me it's a known issue they're working on. It was doing ok recently but yesterday started acting up again for us. Disney just seems to be slow on a fix.

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XfinityJon

Official Employee

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890 Messages

Thank you for sharing this jdawg90!

 

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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1 month ago

0

user_rpuv1o

Visitor

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1 Message

Disney still freezing after commercials. When will this be fixed? Can I pause my subscription until a solution is provided?

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1 month ago

0

XfinityDuron

Official Employee

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403 Messages

Hello @user_rpuv1o, were you able to get your Disney plus issue resolved?

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1 month ago

0

user_nqqu2x

Visitor

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1 Message

1 month ago

constantly have the same issue. been on chats with both Disney+ and xfinity for hours (literally) without resolution. Recently getting worse. to the point the stream will not restart. worthless waste of money. Disney+ needs to be better than this. It's not like every other stream on Xfinity has this problem.

1

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XfinityDemitrius

Official Employee

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2.3K Messages

Hey @user_nqqu2x. Thank you for visiting our official Xfinity Forums Community support page. We are not indicating any known issues with the Disney+ application and playback. Are you experiencing issues with all devices from a computer, phone, tablet, set-top box, smart TV, and more? Or is the issue more specific to one device?

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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1 month ago

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patswin

Visitor

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3 Messages

1 month ago

Same issue!!!! Come on Disney and Xfinity - just fix it!!!!

4

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XfinitySean

Official Employee

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342 Messages

Hey there patswin, thanks for reaching out through our community forums! Sorry to hear that you're running into issues with the Disney+ app. For clarification, can you provide some more detail as to how your accessing Disney+? Is this issue occurring on an X1 cable box, streaming device, smart TV, etc?

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 month ago

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user_c2eq10

Visitor

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10 Messages

It's a known issue with the advertising breaks within a program. The advertising block causes a complete halt of the program. The only way to resolve it is to go into Disney settings and slow down the data transmission rate.

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1 month ago

0

patswin

Visitor

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3 Messages

@XfinitySean​ X1 cable box

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21 days ago

0

XfinityJustinM

Official Employee

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432 Messages

@patswin, thanks for confirming. It does seem like the issue is on the Disney++ side of things, but there is no harm in trialing some basic troubleshooting steps. I do not want to run you through anything that you have tried before, what steps have you already taken?

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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19 days ago

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user_0wq147

Visitor

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1 Message

21 days ago

Same issue. Time to cut the cord

3

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jdawg90

Contributor

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53 Messages

From my contact with Disney+ a few weeks ago, it appears to be a Disney issue, not Xfinity. The Disney+ issue has happened to me on multiple devices and connections which seems to heavily imply it's NOT an Xfinity issue. Since earlier this fall/late summer, it's been better for me intermittently. Lately it's had issues again but they weren't as annoying as months ago. Since Disney seems to have packaged Hulu/Disney/ESPN into one account now, I've had fewer issues over the last few days, too. Not sure if everyone is having a similar experience but it seems to be at least *slightly* better.

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19 days ago

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user_c2eq10

Visitor

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10 Messages

@jdawg90​ the problem is with Disney and can be resolved by going into Disney settings and change data setting from automatic to save data

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19 days ago

0

XfinityJustinM

Official Employee

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432 Messages

Hi @user_0wq147, we understand how frustrating it can be to experience issues when trying to view your favorite shows. Our good friend @user_c2eq10, left shared some great troubleshooting steps above. Have you trialed any of those steps just yet? 

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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19 days ago

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user_2l2t4b

Visitor

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1 Message

14 days ago

same...and tbh, it's very frustrating to pay for a service that continually has this issue. Our Internet service is not the problem 

5

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user_c2eq10

Visitor

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10 Messages

@user_2l2t4b​ did you follow the instructions I previously posted about going into the Disney settings feature?

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12 days ago

0

XfinityNatalie

Official Employee

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493 Messages

Hey there, @VDreadstar! We appreciate you posting on our XFINITY Community forum regarding the similar issue you have encountered with the Disney+ app. Are there any additional troubleshooting steps you have taken on your end that you may share with our community?  

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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12 days ago

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patswin

Visitor

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3 Messages

Problem continues!  Xfinity is terrible - like usual.  Trying to watch a hockey game - had to restart espn/disney app three times already.  Yes, I reduced the bandwidth - but not to the lowest level because I actually want some resolution. BUT why should we even need to do this for the massive $$ we pay. C’mon Xfinity - Fix this!!!

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12 days ago

0

XfinityAldrik

Official Employee

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2.3K Messages

Thank you for reaching back out to us @patswin! We regret to hear the Disney app is still having this issue. I see another user in this thread mentioned this issue happens on multiple streaming devices here.

Have you noticed if this issue still occurs after clearing locally stored data? We have this article here with steps on how to clear locally stored data on X1 cable boxes.

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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10 days ago

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DeaconBlue

Regular Visitor

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5 Messages

My personal experience (Disney+ app on the XFinity DVR box) is that none of the suggested fixes, including changing the data setting in the Disney app, clearing cache, or resetting the box) have worked. However, watching Disney+ using my Vizio Smart TV app works without freezing at all. It appears to me to be a problem with the Xfinity version of the Disney+ app.

(edited)

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5 days ago

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user_40eq8x

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5 Messages

1 day ago

I've had Disney for over a year now.   I had one of the original posts and it started occurring about the beginning of August.  When I started noticing it, I saw where one can change the playback settings and tried that.  That did not work for me.  I still had the same issue.  It's disappointing that this issue still exists for others.

In my experience, Xfinity did help me - although it was indirect.  They seem to want to work around the problem instead of actually fixing the core issue.  Hence there's been a number of people who have had the issue and it still exists.  Based on the comments, it seems that people either upgraded to the ad free version or dropped Disney.

In my case, this issue occurs on my main cable box model XG2v2-P.  I was contacted by a member of the advanced tech team. They did have me go to the cable store and get another box which turned out to be the same model.  When I hooked that up, it ran through 2 ad breaks without issue.  Then on the 3rd ad break, it froze up.  I kept restarting the box and it kept freezing up.  But when I was talking to the advanced tech team, they asked if I had tried it on the second box that I had in my house - model XiD-P. I then tried that.  And that works fine.  I've been able to watch Disney+ since then with very few freeze ups.  I'm not sure why it works fine on one box and not the other.  At the time, I gave that info to Xfinity who should be able to go to the developer and figure out what's going on.

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