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43 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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2 hours ago

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user_b9sz4o

Visitor

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2 Messages

4 days ago

Add me to the many, many, others who are experiencing the issue of hanging ads when watching the Disney+ app on Xfinity’s box. It’s getting obnoxious- it’s been stuck at least 5x now on a 20 minute show

1

XfinityVianney

Official Employee

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2.4K Messages

 

user_b9sz4o, I see you are having issues on your end as well. Can you tell us more about this, and any troubleshooting you've done so far? Any other App doing the same on the X1 box?

 

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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2 days ago

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user_j5kvgo

Visitor

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1 Message

4 days ago

The Disney+ app on Xfinity keeps freezing intermittently during adds. Sometimes I can't even get the gosh darn show to start. After reading that numerous other people are having this issue and have been having this issue for AT LEAST the last 5 months, I somehow feel less special..... All who are attempting to use the secondary application are obviously aware that there are other ways of streaming content but somehow we are all still here in this loop. If this company really valued me as a customer and consumer this would not still be happening after 5 months. 

2

XfinityShawn

Official Employee

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2.1K Messages

 

user_j5kvgo What device are you using to watch that on? Can you make sure you have the latest update? Have you contacted Disney+ support to see if the issue is not on their end? 

 

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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2 days ago

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user_xj4wp6

Visitor

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5 Messages

Can you please send a brand new replacement box to see if this solves the issue. You are taking our money and wasting our time repeating the same suggestions that do not work.

Thank you.

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11 hours ago

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user_aumhbi

Visitor

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4 Messages

3 days ago

I have the same problem.  We have a smart TV so I just started going directly into Disney+ after powering down the Xfinity box.  Works like a charm, never hangs up!

2

XfinityMatthew

Official Employee

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1.3K Messages

 

user_aumhbi This issue appears to be a Disney issue that is impacting their app on multiple platforms. We have had some users share that this helped the issue that you could try.

 

Go to left and select Settings.

Select App Settings.

Change Data Usage from Automatic to Moderate.

 

This change may help stop the crashes. Let us know if that helps.

 

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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22 hours ago

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user_xj4wp6

Visitor

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5 Messages

This helped one time. Afterward the Disney app continues to hang at commercials every time. Is Xfinity working on a solution? If this problem does not occur on certain boxes or routers, then please tell us what box we need to see apps that we pay for.

Thank you.

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11 hours ago

0

VDreadstar

Contributor

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43 Messages

3 days ago

Sorry to read this issue persists ... something to keep in mind if we restart our Disney+ sub.

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0

wizard122098

Visitor

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1 Message

2 days ago

We are having this same issue.  We have a main TV box and two additional boxes.  It happens on all three of the boxes and the three TVs.  It has been happening for at least a year. 

I recently activated a new TV box in my bedroom.  It was happening on the old box, and is still happening on the new one.

Thank you.

1

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XfinityMatthew

Official Employee

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1.3K Messages

Hello wizard122098 Thanks for reaching out. This has been an ongoing issue with Disney+ and has been reported to be impacting more that just Xfinity boxes. While we don't have an immediate solution with the issue appearing to be on the Disney side of things some users have reported the steps below may help.

 

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.

 

Let me know if you see any improvements trying this. 

 

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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2 hours ago

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user_c2eq10

Visitor

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12 Messages

2 days ago

Did you go into the Disney settings and change the data feed from Automatic to Save?

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DeaconBlue

Regular Visitor

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6 Messages

2 days ago

It is an ongoing problem with the Disney+ app on certain Xfinity boxes. Not sure what exactly triggers the freeze, but I do not have the same problem on my SmartTV's version of the app, or on web/phone connections.

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user_402hcb

Visitor

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1 Message

18 hours ago

I am having the same issue. Very frustrating. 

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user_xj4wp6

Visitor

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5 Messages

11 hours ago

The Disney Plus and Hulu app always hang during commercials. I have tried all Xfinity's suggestions. For example, changing the data feed from Automatic to Save only addressed the hanging problem once. Afterward it continues to hang every time. This problem has been reported since at least March 2025. Xfinity keeps taking up our time by asking the same questions and repeating the same suggestions..

If Xfinity is unable to replicate the problem, I think Xfinity should at least replace our hardware (the box, and their rental router-modems) to see if that resolves the issue. 

Is Xfinity working on this problem?

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