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user_fdadds
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Saturday, May 18th, 2024 1:40 AM

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Downloads Freeze on iPad

I saw about 2 years ago, a post regarding someone downloading a tv show to their tablet and when offline, when they try to play shows offline, the screen freezes but the sound continues.  I deleted the app and redownloaded and it still happens.  I download using my home network and it continues to be an issue.  Has this never been fixed?  I travel a lot and choose Xfinity because of the download feature.  Pretty frustrating.  Any info would be appreciated.  Thanks!

Question

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Updated 

5 months ago

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XfinityChelseaB

Official Employee

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1.3K Messages

7 months ago

Hello @user_fdadds, Thanks so much for taking a moment out of your day to leave a post on our community forum. Please check out Xfinity Stream app and portal troubleshooting for more help with this concern. Let us know if that helps.

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user_fdadds

9 Messages

Thanks for responding.  I did check the portal and none of the items listed matches the problem.  The regular network shows are on the DVR.  I download them to the iPad on the home network.  The shows pause but the audio still plays.  

7 months ago

0

XfinityWilliam

Official Employee

 • 

1K Messages

Thanks for letting us know user_fdadds. Please make sure your app is updated. Also try uninstalling then reinstalling the app.

 

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

0

user_fdadds

9 Messages

Just tried that and it still happening.

7 months ago

0

XfinityChelseaB

Official Employee

 • 

1.3K Messages

@user_fdadds, So if you try to watch the show that you downloaded on your in home network its freezing still or just when out of the home?

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

7 months ago

0

user_fdadds

9 Messages

Yes, it freezes when I’m watching it on the iPad. I can watch it on the DVR and everything is perfectly fine.

7 months ago

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user_4evclj

9 Messages

6 months ago

I’m having the same problem. Have been through level 1 and 2 tier tech support, and just had a technician at my house. No one can figure out the problem or help.

it seems that there is a problem with the xfinity stream app. Extremely frustrating. Each department just throws up their hands and tells me to call tech support again. They tell me they can’t fix it either. Please help!

14

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user_4evclj

9 Messages

And before you ask, I have deleted and reinstalled app, have tried using different devices, also even went down to the local xfinity store and reproduced the problem using their WiFi signal. Exact same problem.

6 months ago

0

user_fdadds

9 Messages

They ended up sending a tech out and all they did was replace the modem.  It seems to have done the trick.  You have to demand that they send a tech.  

6 months ago

0

user_4evclj

9 Messages

A tech was just here. He couldn’t figure it out and told me I’d have to start over with tech support.

6 months ago

0

XfinityBenjaminM

Official Employee

 • 

1.7K Messages

 

user_fdadds Thank you for letting us know! We are glad the issues have been resolved. If there is anything we can assist you with moving forward, please let us know.

 

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

5 months ago

0

XfinityAngie

Official Employee

 • 

1.5K Messages

 

user_4evclj, Thank you for taking the time to reach out to Xfinity Support. Here is an article that may help. https://www.xfinity.com/support/articles/x1-xfinity-tv-app-watch-a-downloaded-program. Let me know if anything 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

5 months ago

0

warbucks20

1 Message

5 months ago

I have always had this problem as well.  For what we pay for Xfinity, this shouldn’t happen!

1

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XfinityJorge

Official Employee

 • 

1.8K Messages

 

warbucks20 Hey there! Thank you so much for using our Forums and we are happy to work with you to help if you are also having similar issues. Please keep us posted. 

 

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

5 months ago

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