Picture freezes and audio continues on Stream App

Hey there, @grock88, thanks for reaching out through Xfinity Forums regarding your Xfinity Stream app! We would be happy to help with troubleshooting your Roku. Have you tried any troubleshooting steps mentioned on the thread such as a restart or logging out of your account and then back in to see if that helps with your connection?

I have had this problem since I started using the service (Feb 2021).  I have called, chatted, and even had a tech come out.  All 4 TVs in my home are Amazon Fire, and 1 is ethernet wired to the XB7-T.  The other 3 are FireSticks that are near hardwired Google WiFi pucks.  All 4 experience picture freezing while audio continues.  You have to push pause and then play quickly for the picture to begin again.  I need a resolution to this and XFINTY has not provided one.  If Amazon devices are advertised as compatible devices (which is why I switched from DirecTV), then it needs to be functional.  On my last call, I told the agent that I will take wireless boxes to solve the problem but I refuse to pay a fee for them.  The agent wanted $7.50 per month each and said no way around paying a fee.  Get out of here with that.  You advertised a service, I switched, and you are not providing the promised service.  This is beyond frustrating.  Multiple calls, multiple chats, and a service visit.  No other applications on any of my devices have this issue (Disney+, WWE, Peacock, Hulu, etc.) since I switched to XFINITY.

Hi, @zeblentz1959! We would surely miss your business. I am sorry to learn that you are experiencing the same problem with the Firestick. I love using the XFINITY Stream app on my Firestick to so I understand the inconvenience that this can cause. We can help. To further assist, please send us a private message with your name and address so we can take a look at what’s going on by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message.

Hey there @gibson96lp! I am sorry to hear that you are having issues with your connection. We want you to be able to enjoy your services as they are intended and know this must be frustrating for you. 

Same situation here while using an Insignia Fire Tv or a fire stick.  Roku seems to avoid it more often but it still happens.  All in all, unacceptable how prevalent it seems to be when I'm shelling out 260 dollars a month and I'm not sure why

I have found a 30sec rewind, wait 2-3 secs, then 30sec fast fwd gets the picture to continue (Fire TV). Only a quick fix tho, picture will freeze again sooner or later.

Same problem here with insignia fire tv that I bought because it advertised compatibility with xfinity app.  The freeze is annoying.  Do I also have to wait for DM, or is somebody actually going to publish a solution?

Hi, @user_34bbdf! Thanks for reaching out to XFINITY for help with the XFINITY Stream app concern. We can certainly help by pulling up the account to make sure all of your internet service levels are working correctly. After doing all the troubleshooting steps, if you are still experiencing the same issue, we will open a request to have our next level engineers work with us on getting this freezing issue resolved as quickly as possible To pull up the account, please send us a private message by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Another option to try is to also confirm that your connected to your personal XFINITY network (not an XFINITY WiFi hotspot or or xfinitywifi) by going to “Settings > Network”. Would you mind confirming this and letting me know if you continue to experience the same issue?

Hi, @user_7c0f9c. Thanks for reaching out about your Xfinity Stream issue. We are happy to help troubleshoot and work on a solution.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat. You have to be signed in with your Xfinity credentials to see the chat icon.  If you ever have issues it is better to create your own post for help which generates a ticket. Posting on an old thread might delay getting help. Thanks!