Supermac34's profile

New Poster

 • 

2 Messages

Tue, Oct 15, 2019 7:00 AM

LG 24LM520S Smart TV - Xfinity App Lagging Issue

Hi all, 

 

I have a new, small LG Smart TV that I specifically purchased due to the support of the Xfinity Streaming app.  I have installed the app on the TV and have physically plugged into an ethernet port for the network (well over 100 MBts per second at this port).

 

All apps work fine on the TV:  Netflix, Amazon, Youtube, etc in HD streaming.

 

The Xfinity app, however, does not appear to want to play Live HD channels.  They lag and freeze.  Interestingly, recorded shows in HD play perfectly on the app via the network, as well as all SD channels.  Anyone have any advice?  This is basically making the TV unuesable for the purpose we purchased (small TV in the kitchen with no Xfinity box).

 

I've done the following:

 

Rebooted the TV

Turned off Fast Start Up on the TV

Set DNS to 8.8.8.8

Reinstalled the app multiple times

Signed out and in of the app

 

At one point on the chat with Xfinity support, we got it to work for about 3 minutes after doing a bunch of this stuff, but today we're back to where we were.  I feel like this is an issue on the Xfinity side with the specific HD Live signal since recorded shows seem to work fine from the DVR Cloud.

This conversation is no longer open for comments or replies and is no longer visible to community members.

Responses

Rustyben

Expert

 • 

24K Messages

2 y ago


@Supermac34 wrote:

Hi all, 

 

I have a new, small LG Smart TV that I specifically purchased due to the support of the Xfinity Streaming app.  I have installed the app on the TV and have physically plugged into an ethernet port for the network (well over 100 MBts per second at this port).

 

All apps work fine on the TV:  Netflix, Amazon, Youtube, etc in HD streaming.

 

The Xfinity app, however, does not appear to want to play Live HD channels.  They lag and freeze.  Interestingly, recorded shows in HD play perfectly on the app via the network, as well as all SD channels.  Anyone have any advice?  This is basically making the TV unuesable for the purpose we purchased (small TV in the kitchen with no Xfinity box).

 

I've done the following:

 

Rebooted the TV

Turned off Fast Start Up on the TV

Set DNS to 8.8.8.8

Reinstalled the app multiple times

Signed out and in of the app

 

At one point on the chat with Xfinity support, we got it to work for about 3 minutes after doing a bunch of this stuff, but today we're back to where we were.  I feel like this is an issue on the Xfinity side with the specific HD Live signal since recorded shows seem to work fine from the DVR Cloud.


try setting DNS resolver to comcast's 75.75.76.76  - HD live streams have to verifty security of the path every few seconds - part of streaming HDCP security

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

New Poster

 • 

1 Message

2 y ago

Have same LG television.  Tried it all - nothing works.

Probaly will return TV tomorrow and buy a Roku or Samsung.

If it fails on those - guess what's the problem - XFINITY!

Rustyben

Expert

 • 

24K Messages

2 y ago


@jackhammet wrote:

Have same LG television.  Tried it all - nothing works.

Probaly will return TV tomorrow and buy a Roku or Samsung.

If it fails on those - guess what's the problem - XFINITY!


just an opinion here... the Roku is the current best way to go. the Roku Ultra (current today) model is cool got one for $49 for black friday. it has 4k (i don't have 4k yet) and a remote earphone jack if you wish to use private listening sometimes. controls TV on/off/mute/volume too. if/when the roku device model is outdated, easy enough to change it out or move to a new TV. 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
CurbAppeal

Frequent Visitor

 • 

12 Messages

2 y ago

Wanted to reply to let you know we're in the same boat.  Will have to return the TV.  Perhaps LG will notice a return in these sets and get Comcast to resolve the issue!

Frequent Visitor

 • 

5 Messages

1 y ago

I am having the same stuttering problem with my new LG tv.  Very frustrating!  Xfinity needs to update the app.

CurbAppeal

Frequent Visitor

 • 

12 Messages

1 y ago

Open a ticket and hopefully we can get Comcast and LG to work together to resolve.  The more they hear from customers the better the chance of getting support.  Inform them of all the comments by other customers on the community forum that are having the same issue.  Comcast published the list of TVs that support this app, so they should help resolve.

Frequent Visitor

 • 

5 Messages

1 y ago

They said they couldn't do anything and I first need to contact Xfinity Repair.

CurbAppeal

Frequent Visitor

 • 

12 Messages

1 y ago

I have a 2nd ticket open now on this with them.  Did you call the number I posted?

CurbAppeal

Frequent Visitor

 • 

12 Messages

1 y ago

Yes hard coding DNS and other suggestions have no affect on the HD problem.  Thanks!

New Poster

 • 

2 Messages

1 y ago

I was informed back in October that a patch was coming in early November.  That was an LG person on their forum.  No patch and no fix.  I returned the TV.  

 

Comcast can't help you either.  I spent multiple hours on the phone with them twice and tried dozens of different things before they basically said there needed to be a patch.

 

LG is basically waiting for Comcast to patch the buggy app for LG.

Frequent Visitor

 • 

5 Messages

1 y ago

Yes I called the number posted and the rep said she couldn't write up a ticket.  BTW, I spoke to another rep (at the main 800 number) and asked them to file a report regarding the failure of the ap to work properly at higher definition.  

CurbAppeal

Frequent Visitor

 • 

12 Messages

1 y ago

Interesting.  They closed my original ticket from late December and opened a new one today.  By the way, the Samsung I bought off the list works fine.  But really want to get this HD issue working on the LG because it is the picture size for our kitchen where we can't get cable to and don't want another box anyhow.

New Poster

 • 

1 Message

1 y ago

With few changes, I could have written your post. It's 4-1-20 and still no resolution. I would think that Comcast could have resolved this by now, but that would require them to care. I doubt that it took 6 months to write the original code for the app.

 

Did your issue get resolved? Maybe I never got to the right people.

 

Did you ever try LG tech support? They are closed due to the Corona virus.

 

Thanks for your help.

Frequent Visitor

 • 

5 Messages

1 y ago

I didn’t want to wait any longer and bought a Roku for the new TV. The Roku works great.
CurbAppeal

Frequent Visitor

 • 

12 Messages

1 y ago

Just had a 30 minute call with them today.  Still trying to push them to have their programmers work with LG on this issue.  Working with executive level support but still hard to make them understand this is an app and/or firmware issue rather than a network issue with my home.  I have a Samsung that works fine.

New to the Community?

Start Here