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user_2c3e5f
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2 Messages

Tue, Feb 8, 2022 6:20 AM

Stream app freezes video after a few minutes

I am having the same problem as the Apple device user above. The stream app will play video on my iPad for a couple of minutes, and then video freezes (and will never resume).  Audio will continue, but there’s no way to resume the video. I have tried all suggested troubleshooting options on this forum. There’s definitely a glitch. The problem is getting worse. I used to have this only intermittently, and now it’s with every single recording.

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Updated 

11 h ago

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XfinityAntoine

Official Employee

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424 Messages

5 m ago

Hey there @user_2c3e5f! Thank you for taking the time to reach out and being part of the Xfinity family. That HAS to be frustrating, I'm so sorry you have to deal with this. I'd be just as frustrated if I were in your shoes. I've actually had the same issue with my Apple TV app on my Roku so I totally understand how you feel. I'd be more than happy to help. Are you only having this issue on your Apple device? Also what device are you using?

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user_4be17d

Visitor

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2 Messages

@XfinityAntoine​ I am also having an issue with the Xfinity Stream app. I cannot watch downloaded movies or programs from my dvr. The video freezes after a couple of minutes and the audio continues indefinitely without video.

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3 m ago

0

XfinitySara

Official Employee

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252 Messages

Hey there, @user_4be17d! Thanks for bringing your shared concerns with the Xfinity Stream app to the community for assistance. I noticed your other comment too, and would be happy to see what we can do to resolve this for you! Have you tried using the app on any other devices besides your iPad? If so, are you noticing the same issues on other things, or just that tablet?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 m ago

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Msannmari

Frequent Visitor

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7 Messages

I have the same issue and have had the same issue for 6 months.  I have opened multiple cases on this thru comcast.  When I download a recording onto my iPhone or Ipad it will freeze up after several minutes but the audio continues on just fine.  It is unbelievable that you guys cannot correct this issue with apple products as this has been going on for over 6 months.  Way to "reward" a diamond customer of over 20 years.  

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2 d ago

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XfinityJeniece

Official Employee

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797 Messages

Hey there, @Msannmari, thanks for reaching out through Xfinity Forums. I would be happy to take a look at your account regarding the cases that were submitted. We appreciate you being a customer for over 20 years and want to get this resolved for you once and for all. 

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

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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11 h ago

0

user_498f35

Visitor

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3 Messages

4 m ago

Same and it isn’t the recording. Same in demand or dvr recordings play correctly on an android device. Definitely an iOS issue

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user_4be17d

Visitor

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2 Messages

3 m ago

I have this issue and I'm looking for a solution. I downloaded several movies and tv programs to my iPad before going on vacation and was unable to watch any of them. Each one plays for a couple of minutes then the picture freezes but the sound continues.

Jim

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