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user_96fd63
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5 Messages

Wednesday, October 13th, 2021 12:22 PM

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Stream app slow download over home WiFi.

Downloading DVR content over my high speed home WiFi has been extremely slow over the last few months. 30-45 minutes to download a 1 hour show. The same download takes less than 5 minutes over my cellular service. Everything else downloads fine through my xfi gateway. I’ve deleted and reinstalled the stream app several times to try and rectify the problem. There is an issue with the IOS based Steam app. 

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3 years ago

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XfinityBillie

Official Employee

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2.8K Messages

3 years ago

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I can definitely understand how frustrating this would be. I appreciate you sharing what you've already tried. Have you tried forgetting your Wi-Fi network, restarting your Apple device and then reconnecting to the Wi-Fi yet? Also, have you checked to ensure that you have the most recent updates from Apple on your device?

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user_96fd63

Visitor

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5 Messages

@XfinityBillie tried the steps you suggested, and still no help. My phone is up-to-date. 

3 years ago

0

XfinityBillie

Official Employee

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2.8K Messages

Thank you so much for giving those steps a try. I'd like to do further troubleshooting with you. Please send us a direct message to "Xfinity Support" with your full name, address and the user name you are logging into the Stream app with.

 

To send a direct message you may need to:
Click "Sign In"
Click the "direct message" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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

3 years ago

0

alipan81

Visitor

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5 Messages

3 years ago

I am having the exact same problem trying to download shows through the xfinity stream app on my Fire 10. I didn't have this problem before I had to replace my Fire 8. As I type this I have been waiting for a 1 hr show to download. I started the download 45 min ago and it's barely 60% downloaded. I also have the problem of the app not working well enough to watch the full downloaded show. It frequently freezes and gets stuck buffering and if I try to go back to the download screen to restart the show, the app suddenly says I have no content downloaded. Considering I often have at least 2 shows downloaded to watch on my lunch breaks I find this extremely frustrating. I've actually taken to downloading and stream shows from other services like HBO Max, Netflix, or Amazon Prime as they have been much more reliable apps.

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CNJJerry

Contributor

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13 Messages

3 years ago

For the last several months I have been having very long download times to my iPhone 11 Pro Max over my home wifi.

have unplugged, rebooted, uninstalled cable, routers,modems, apps, iOS all updated. 

working with xfinity techs unsuccessfully for weeks. I too have no other upload speed issues or slowdowns downloading programs to HBOMax app or Netflix app. Just with Xfininty Stream so it seems to be that the app is just bugged. I really hope this gets the attention it deserves. The ability to watch away from home is probably the only reason I haven’t yet cut the cord completely. 

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user_96fd63

Visitor

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5 Messages

@CNJJerry 

i have found that if I turn on the xfinity hotspot and swap over from my home network to the hotspot, programs download a little faster. Some of the DVR shows I download lose sound, or the video stops and the sound continues. So there is definitely something that needs to be fixed. 

3 years ago

0

farmers4

Visitor

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1 Message

3 years ago

Same here. Very frustrating that it takes so long to download a 1hr show onto my Iphone. Download speed previously was very quick, what's happened? Iphone up to date, uninstalled/reinstalled Stream app, forgot network, turned phone off, rejoined network, nothing has changed. Please fix this.

5

XfinityGabriel

Official Employee

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1.9K Messages

Hi, @farmers4! Thank you for patiently waiting for a response and for reaching out to XFINITY over our forums page for help with the Stream app concern. I am sorry to learn about this frustrating experience with the downloads taking so long on your iPhone. I use my iPhone all the time to download my favorite DVR content when traveling so I understand the inconvenience that this can cause. I went ahead and did a test download on my end today and it seems that there are no longer any issues on my end. How is everything working for you one your end today?

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

3 years ago

0

user_57fc2a

Visitor

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2 Messages

Still the same, takes an hour to download a movie and after download most of the time movie freezes but sounds keeps going. My down speed is 700+ mps . 

3 years ago

0

user_8c2960

Visitor

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1 Message

@XfinityGabriel Just downloaded a 1hr show and it took over 20 minutes to complete. Extremely slow. Also experience what others have mentioned about replay freezing (have sound, video stops). Is it because of multiple devices on the network? iPad, Kindle, Fire tablet, 2 laptops, 2 phones, 2 Alexa devices and a few smart plugs?

3 years ago

0

sudie_21

Visitor

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3 Messages

@XfinityGabriel 

Still unsuccessful 

yes takes an hour over my Extremely fast wifi to download  1 show then frequently gives an error when I try to watch it and loses sound or freezes completely 

VERY frustrating and Xfinity should have fixed this by now

Makes no sense since no trouble when streaming, only on downloading.

Perhaps Xfinity Mobile can bump us up to Unlimited data for no additional cost on our plan to allow us to watch in streaming over cellular?  This is becoming frustrating enough to make us consider other possible services- please help!

3 years ago

0

CCKorie

Problem Solver

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1.1K Messages

Hey there, @user_8c2960. There could be many factors that go into this. Depending on the speed you have, multiple devices connected could be one. Do you have the same issue with downloading something outside the Stream App? 

I no longer work for Comcast.

3 years ago

0

user_57fc2a

Visitor

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2 Messages

3 years ago

Still the same, takes an hour to download a movie and after download most of the time movie freezes but sounds keeps going. My down speed is 700+ mps . 

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NewMexicoBill

New Poster

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3 Messages

@user_57fc2a I have the exact same problem. 

3 years ago

0

CCMike1

Official Employee

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933 Messages

When was the last time you deleted the app and reinstalled it? Are you also resetting your network settings?

I no longer work for Comcast.

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

3 years ago

0

Upperco21155

New Poster

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5 Messages

3 years ago

I am having all the same issues, downloads are very slow on my IPhone or my IPad, it makes no difference. Also video freezes and you can still hear audio OR I see the video but there is no sound, take your pick, it’s all happened to me. This has been going on for about 4 months now, before that I had no issues.

My downloads for Netflix or Prime work fine, it’s only Xfinity I have an issue with.

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XfinityChelseaB

Official Employee

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1.3K Messages

Hello @Upperco21155! Thanks so much for taking a moment out of your day to leave a post on our community forum! I'm sorry to hear you're having issues with your Xfinity Stream App, but you have definitely come to the right place for assistance! If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you!

 

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.

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

3 years ago

0

Upperco21155

New Poster

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5 Messages

@XfinityChelseaB 

Account name is [edit: PII]

nothing has worked and I do not have the same issue on any other streaming app that I use.

I have deleted the app and reloaded, I have restarted everything several times. My speed is fine on everything else, it is only Xfinity that I am having the issue with.

(edited)

3 years ago

0

CCKimberly1

Official Employee

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842 Messages

Could you please send our team a direct message with your full name and full address?

To send a "Peer to peer" message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

I no longer work for Comcast.

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

3 years ago

0

sudie_21

Visitor

 • 

3 Messages

3 years ago

I still have same problem- audio and video freezes on ipad and iphone.  Download often freezes before complete or takes a Very long time.

Have uninstalled and reinstalled as of 4 days afo.  All Apps (including all Xfinity apps) and my Iphone software are Always up to date

I also don’t have probs with Netflix or Prime.  PLEASE get this fixed!  It’s frustrating enough that it’s making us consider whether we will continue our Xfinity TV subscription.  

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CCAmir

Gold Problem Solver

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7.2K Messages

Hi sudie_21, thanks for reaching out to us here with this concern. to help me better understand your issue can you tell me if you have the same issue while connected to a different network outside of your home Wifi? Do you see any error message following the app freezing? Do you get the same issue when you stream directly from the website? 

I no longer work for Comcast.

3 years ago

0

ACPOWER303

Visitor

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2 Messages

3 years ago

OMG!! I am experiencing the exact same thing on my iPhone and iPad. It started 2-3 months ago. I have blast 300 mbps and it still takes forever. 

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ACPOWER303

Visitor

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2 Messages

3 years ago

I have been experiencing the exact same thing for the past few months. I have deleted the app and reinstalled it power cycle my phone and my iPad and still the same thing. When I try to download a movie or show is like molasses and takes forever. I have blast which is 300 MBPS and still no help. Something is wrong if many of us are experiencing the same thing. It needs to be looked into! 

(edited)

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CCMorgan

Gold Problem Solver

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3.3K Messages

Hi everyone! For those of you adding that you're experiencing this issue, please confirm which device you're using and if you're using WiFi or mobile data. If you're using WiFi, please try using mobile data to compare the difference and then report back.

I no longer work for Comcast

3 years ago

0

user_96fd63

Visitor

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5 Messages

3 years ago

Just figured that if I am using my VPN, there are no issues with downloading. My downloads are almost instantaneous. I use NORD VPN. 

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user_a413cc

Visitor

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1 Message

3 years ago

I am having the same issues as everyone else that has posted on this thread. There  is something going on at your end Xfinity not ours. Now I get a email that prices are going up. Fix the problem  

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user_47e56e

Visitor

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1 Message

3 years ago

Same issues here.  Have deleted and reinstalled multiple times as well as texted on other Wi-Fi networks.  

This started on all of our iOS devices 3-5 months ago.  App used to be crazy fast on downloads and now nearly an hour a show to download.

Similar apps like Netflix or Disney+ continue to download a fast speeds.

1

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CCAbbie

Problem Solver

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1.4K Messages

@user_47e56e Hello and thank you for letting us know there are issues with the download. Have you attempted to download on a mobile network vs a Wi-Fi connection to see if there is a difference in the rate of download? 

I no longer work for Comcast.

3 years ago

0

user_4c9ba8

Visitor

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3 Messages

3 years ago

I have the same exact problem. Getting ready to go on vacation and it takes 20-30” to download 1 show. It will take forever for me to download what I want it to download. 

very frustrating for the amount of money we pay for Xfinity. 

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user_0bcd7a

Visitor

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1 Message

3 years ago

Me too.  Has taken hours to load one 2 hour show on my dvr to my ipad.  Last time I used it, last year, it wasn't this slow but it did have the screen freeze and the audio kept rolling.  Netflix always works fine.  Please fix your app.

1

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XfinityMarcos

Official Employee

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1.9K Messages

Hello, @user_0bcd7a, I'm sorry you're having slow download issues with your DVR content. Are you running into this same issue when trying to download any content or just DVR?  

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

3 years ago

0

Upperco21155

New Poster

 • 

5 Messages

3 years ago

I was having the same problem. About 5 days ago when I went into the app, it said I needed to update it, now it seems to be working okay again. See if you have an update available. Don’t know if it will last or not, but for now it’s pretty good again.

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