CNN freezes on Xfinity Streaming

CNN freezes several times an hour using streaming service

We are using an Xfinity router/modem. We are using Firestick controls and with only one TV in use at a time the image freezes for roughly 10-20 seconds several times an hour. Rarely, other channels freeze momentarily but of the channels we watch regularly CNN is the worst. It is annoying. I don't think it's the CNN signal as we have had Xfinity cable in the past and this didn't happen. We have had technicians to the house twice recently (shortly after switching to streaming) before I recognized the problem was mostly confined to CNN and they found no problems with our service. Please advise...hoping it is fixable.

Can we expect this to improve as you move past BETA stage? This is exactly like another user posted 1 year ago. I reinstalled app on FireStick. Same problem.

Responses

XfinityDena

Official Employee

•

2.3K Messages

2 years ago

I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. I want to be sure we can get everything figured out for you with your service. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

0

fzangari

New Poster

•

5 Messages

2 years ago

I also have found this happening a lot on CNN which is on all day long. Either the screen freezes and the audio keeps on going, or I lose the picture and audio entirely, happens many time during each hour.

1

0

CCJosh1

Official Employee

•

192 Messages

Hello @fzangari! Thanks for reaching out to our Xfinity Community team for support via Forums. We appreciate your patience and for you bringing this information to our attention so that we may assist you as well as others experiencing the same issues. I can understand that having picture issues can be frustrating when it gets in the way of your favorite show or experience altogether. To better assist, can you please send me a direct message with your full name and service address to get started?

To send a direct message [private message]:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
• - An "Xfinity Support" graphic replaces the "To:" line.
• Type your message in the text area near the bottom of the window
Press Enter to send it

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2 years ago

0

Xfinity Stream App

user_e22977

CNN freezes on Xfinity Streaming

CNN freezes several times an hour using streaming service

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XfinityDena

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