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47 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

17 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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15 days ago

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user_j5kvgo

Visitor

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1 Message

17 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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2.2K 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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15 days ago

0

user_xj4wp6

Visitor

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10 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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14 days ago

0

user_aumhbi

Visitor

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5 Messages

17 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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1.4K 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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15 days ago

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user_xj4wp6

Visitor

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10 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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14 days ago

0

VDreadstar

Contributor

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47 Messages

17 days ago

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

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wizard122098

Visitor

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1 Message

16 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.

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XfinityMatthew

Official Employee

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1.4K 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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14 days ago

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user_c2eq10

Visitor

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12 Messages

16 days ago

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

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user_xj4wp6

Visitor

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10 Messages

Yes. I tried this. This worked one time, and afterward the app continues to hang at every commercial.

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14 days ago

0

DeaconBlue

Regular Visitor

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8 Messages

16 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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3 Messages

15 days ago

I am having the same issue. Very frustrating. 

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XfinityAlyssaA

Official Employee

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2.4K Messages

We're sorry to hear that you are also experiencing this issue @user_402hcb, and apologize for the frustrations as that is never what we want for our customers. What troubleshooting steps have you tried so far?

 

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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13 days ago

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user_xj4wp6

Visitor

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10 Messages

14 days 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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Zebrasnot

3 Messages

14 days ago

This is a known Disney+ problem. Try going to the settings in Disney+ and change the app settings from default. Try moderate first. 

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user_xj4wp6

Visitor

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10 Messages

13 days ago

Thank you for your post. Disney and Hulu always hang on the Moderate setting as well. The Data option usually works, but Disney automatically resets it back to the high default after one or two sets of commercials.

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user_u6sjzf

Visitor

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1 Message

5 days ago

I am having the same issue and it appears from reading the forum this has been an ongoing issue for months.  Is Disney trying to force the no commercial subscription?  There has been no resolution.     

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user_0k9blh

Visitor

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4 Messages

4 days ago

Xfinity is a total joke, I have a same problem and there is no fix… I don’t even know why we still pay these fools for a subpar product!

8

user_0k9blh

Visitor

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4 Messages

I love how they say it affects other platforms, but there is zero evidence of this…. My subscription works on every other platform I own.

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4 days ago

0

user_402hcb

Visitor

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3 Messages

I can confirm this. This only impacts Disney plus on the Xfinity 4K box.

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3 days ago

user_s794fj

Visitor

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2 Messages

they (Disneyo) officially lost my business on Sunday - never could get it to work without freezing on my computer.  Was paying for three channels that I could only watch on an ipad

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3 days ago

0

XfinityThomasA

Official Employee

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3.2K Messages

Hello, user_s794fj. I understand how frustrating ongoing issues like this can be, especially when you’re trying to enjoy your service. This is a known, ongoing issue with Disney+ and has been reported to affect platforms beyond just Xfinity boxes. While we don’t currently have an immediate resolution since the issue appears to be originating on Disney’s side, some customers have shared that the steps below helped reduce or eliminate the freezing.
Suggested steps to try:

Open the Disney+ app.
Navigate to the left menu and select Settings.
Choose App Settings.
Change Data Usage from Automatic to Moderate.

Some users have reported that after trying this change, the app no longer freezes. We hope this helps improve your experience.

 

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

Like

Reply

17 hours ago

0

user_0k9blh

Visitor

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4 Messages

@XfinityThomasA​ 

way to repost a public users work around, too bad it only works for 10% of your users and after one to two breaks it goes back on the fritz…  how about creating a real solution? Nice to see Xfinity customers service is still basically the worst in the business!

we can’t figure it out but our customer said this might work?! 

get it together over there!

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13 hours ago

VDreadstar

Contributor

 • 

47 Messages

2 hours ago

For those keeping track at home, the following Xfinity staff have popped up on this thread to date:

XfinityVianney

XfinityShawn

XfinityMatthew

XfinityAlyssaA

XfinityJeniece

XfinityGabriel

XfinityThomasA

XfinityDilary

XfinityDena

XfinityJustinM

XfinityThomasC

XfinityJorge

XfinityQue

XfinityJosephA

XfinityJustinC

XfinityJanelle

XfinityLinda

XfinityAdrienne

XfinityPaula

XfinityBenny

XfinityAirelle

XfinityOrlandoM

XfinityMatthew

XfinityJon

XfinityDuron

XfinityDemitrius

XfinitySean

XfinityNatalie

XfinityAldrik

XfinityRay

XfinityKei

XfinityVictor

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