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VDreadstar
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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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tscharch

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1 Message

12 days ago

This is an absolute know problem at Xfinity Comcast and they are doing nothing to cure it . You can waste your time with all of their trouble shooting but as you read this comments everyone has already tried these workarounds and they RARELY cure the problem . File a complaint with the FCC because there is adequate evidence on this message board one that Comcast Xfinity is engaged in intentional deceptive sales practices selling streaming subscriptions that malfunction and push the customer to pay more $$ to upgrade to commercial free streaming . This is in addition to an overall defective product known as the X1 console which has well known defective buffering issues in even their highest quality commercial free streaming app - Netflix at times due to regional X1 box connectivity issues.

This is undeniably outrageous and Comcast Corporation should be held accountable .

Ask yourself this question? How is Comcast getting away with this for so long and not being held accountable by government regulators . There is probably an internal employee whistle blower lost a MILE LONG from the employees I’ve talked to alone !

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user_okltjr

Visitor

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2 Messages

12 days ago

Had same issue with Paramount in the past.  Now Disney+ equally bad if not worse on big screen.  Tried down grading resolution/data.  Plays fine on computer albeit $12.99/mos thievery with commercials since promo ran out.  Shame comcast sort-of blames Disney and Disney sort-of blames Comcast. Makes me want to throw something at the TV even though it not my 4K Samsung's fault (I think). As soon as I'm done watching Maul I'm out.

1

XfinityDemitrius

Official Employee

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2.7K Messages

Hey @user_okltjr, Thank you for visiting our official Xfinity Forums Community support page. Are you having picture quality issues with some streaming apps? We would be more than happy to assist in troubleshooting. Please do not hesitate to create a new forums post if you would like assistance. We are always happy to help.

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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user_5lv710

Visitor

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1 Message

7 days ago

I have the same issues all of the time.

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XfinityJeniece

Official Employee

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4K Messages

Thanks for reaching out through Xfinity Forums regarding the issue with streaming, @user_5lv710. We would be happy to help! Are you only having issues after a commercial break? Have you tried any troubleshooting already?

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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5 days ago

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kaccp

Regular Visitor

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12 Messages

5 days ago

Same problem. Couldn't get though anything I tried to watch once the show went to commercial break. And yes, I tried all the "fixes" listed on this forum. I also tried to direct message Xfinity like some of the replies suggested. That is a joke. The reply to that was follow th instructions in the text message...what text message!! 

Xfinity keeps getting more expensive for crappier service. Have you ever tried to call and talk to a live person. I gave up on that years ago and now to go the store to talk to a real person. About 25% of the time they can help, 75%, not much.

But that is for another time...how do I fix Disney+?? 

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kaccp

Regular Visitor

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12 Messages

This was my reply from the direct message

Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.

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5 days ago

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VDreadstar

Contributor

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47 Messages

5 days ago

5 pages of folk with issues and lack of solutions since I first posted this issue. Wow and sad.

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user_u34skk

Visitor

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2 Messages

I was able to find a workaround for this issue. I just watch Disney+ using the app on my tv rather than on the Xfinity cable box. Works perfectly now. It also proves that the problem lies with Xfinity and not Disney.

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5 days ago

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user_okltjr

Visitor

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2 Messages

@user_u34skk​ I agree, comcast is the issue, though still using their internet connection. We tried D+ straight thru app on our Samsung a week ago.  No problem, except paying $12.99 for commercials.

Still cancelled and will wait for promo in the future.

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5 days ago

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XfinityGabriel

Official Employee

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3.3K Messages

 

VDreadstar, 

Hey there! Thanks for reaching out. I can definitely understand how frustrating it is to have the app freeze during ad breaks and then have to restart each time. I can definitely undersnad the inconvenience caused by this experience as a consumer myself, especially for that long. While this isn’t the experience we want for you, there are a few things that can help narrow it down:

  • Try restarting your TV box and modem to clear any temporary glitches
  • If possible, uninstall/reinstall the Disney+ app from the Xfinity device
  • Check for any available system updates on your TV box

If the issue keeps happening, it may be something we need to take a deeper look at on the account or device side. Feel free to send us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message, and we’ll dig in further to help get this working more reliably for you. We really appreciate your patience here. Let’s work together to get it resolved. 👍

 

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 days ago

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kaccp

Regular Visitor

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12 Messages

This was my reply when I reached out direct message-

Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message. The Disney+ freezing issue is impacting multiple platforms and appears to be an issue on Disney's end.

Also, of your 3 suggestions above-

I tried # 1- Didn't help

#2- how do you delete and reinstall an app I am logging into through my Xfinity box? I didn't install it in the first place. It is just an option in the apps selection

#3- My box updates every morning at 4:30 automatically

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3 days ago

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XfinityGabriel

Official Employee

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3.3K Messages

 

user_u34skk, Hi there! Thanks for reaching out. I can completely understand, and I appreciate you giving it a try and sharing your experience. It’s helpful to know it worked smoothly through the Samsung app. That does point more toward the app itself rather than the connection. I also completely get deciding to wait for a better promo. If you ever decide to come back, we’d be more than happy to help you find the best option available at that time. If you would like me to check on this for you today to compare offers, please feel free to send us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message.

 

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 days ago

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user_nlmsai

Visitor

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3 Messages

5 hours ago

Did the followingand it did not work. Reset things with xfinity and disney over phone and it did not work. NOTHING WORKS!!!! No end in site to this!!!!! I want all my money back for Disney plus with commercials. I kept thinking it was going to be resolved but it will never be fixed at this rate.

Disney Plus ad-supported plans freezing, particularly during or after commercial breaks on Xfinity devices, is a known issue. The disruption often stems from app glitches or conflicts in streaming data packets when the stream transitions between ads and the main feature. [1, 2, 3]
To resolve the freezing on your Xfinity setup, follow these actionable steps:
  • Clear Stored Data (X1 Box): Press the Xfinity button, go to the Gear icon (Settings), select Privacy, and choose Locally stored data. Press OK to clear it, which resets temporary app files. [1]
  • Restart the Equipment: Perform a system refresh via the Xfinity menu, or physically unplug your Xfinity box and modem from the wall for 10 minutes before plugging them back in. [1, 2]
  • Change App Data Usage: Open the Disney+ app, go to Settings > App Settings, and change Data Usage from Automatic to Moderate. This lowers peak bandwidth demands during ad transitions. [1]
  • Quick Workaround: If the screen freezes during an ad, fast forward the video past the break, and then rewind 10 seconds to force the stream to resume. [1]

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user_20f0fd

Visitor

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4 Messages

2 hours ago

Same issue here.  So this has been an issue with Xfinity for over 9 months and no resolution?  It has been happening to me for the past 3-4 weeks (and possibly before, but I wasn't watching Disney+ then).

I'm going to print this entire support listing to take when I cancel my Xfinity subscription in a few weeks and they ask why.

And for full transparency, I actually work in IT (30+ years) and I cannot fathom EVER having an employer find it acceptable to leave a bug this severe in a system for even a month, much less 9+ months.  That is patently ridiculous.

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