dorohr's profile

New Poster

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4 Messages

Fri, Dec 17, 2021 4:31 PM

Stream app - Stutter issues on 'live' playback

Within the last few weeks (and I really only noticed it Wednesday), I have ran into issues with trying to stream 'live' TV through the Stream app. I have no issues playing recorded & on-demand shows but viewing live TV results in choppy, stuttered video on my Lenovo M10 tablet. I have no issues on my laptop, mobile phone, & Roku devices.

I have also attempted to forego the app altogether & stream through Chrome but it will not allow me to do so.


In order to troubleshoot, I have already...

- Rebooted my modem & router

- Ensured my tablets firmware was updated (Android OS Version 10)

- Uninstalled & reinstalled the app

I have not been able to find any resolution on this issue online on either these or the Lenovo forums. I'm at a loss & hoping someone has been able to figure this out...

EDIT: I also want to mention that I do not have any issues with other streaming apps (Netflix, Amazon Prime).

For a more apples to apples comparison; I also use the ESPN app to live stream sports & have no issues with that app either.

Official Employee

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547 Messages

1 m ago

@dorohr

Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and would love to investigate this for you! Please send us a PM with your first and last name, as well as house numbers to your service address. To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

Visitor

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2 Messages

9 d ago

I am having the same problem

Visitor

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2 Messages

9 d ago

I'm having the same problem what should I do

Official Employee

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27 Messages

@user_a33a74 Thank you for reaching out on the Xfinity Forum. We are happy to help you out. What troubleshooting steps have you performed? We do not want you to have repeat things you have already done.

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

Visitor

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1 Message

Same exact problem here. Cannot stream live tv because it is so choppy.  So damn annoying. Now I cannot watch TV on my tablet in my office. LAME! I have a Samsung Galaxy Tab S3. 

I restarted my router, modem, reinstalled the app, and factory reset the tablet. Same result. It's on your end and not mine, Comcast. Every other app streams just fine. 

Here is what else I found. The stream works perfectly fine if I choose the TVgo stream, the one that you can stream outside of the home. However, if I choose any of the other non-TVgo streams, they are choppy. These are the channels that require you to be on your home network, WHICH I AM!!! The issue appears to be on your end in regards to how your app is authenticating my account on this device. Like it doesn't know I am on my home network or is having  a handshake issue. 

(edited)

Official Employee

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229 Messages

Thank you for letting us know the steps you have taken and the findings @user_612bf2. We are happy to investigate your account deeper. Please send us a private message with your full name and complete address. Here are the steps you can take to send us this information:

 

 

(Full credit to @BruceW for this excellent explanation!) 



"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:



  • Click "Sign In" if necessary





  • Click the "New message" (pencil and paper) icon



  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there



  •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list



  •  - An "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



See https://comca.st/3rjv2Wm for an example.

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

Regular Visitor

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3 Messages

5 d ago

Same problem on Samsung Galaxy tab A7 Lite. Uninstalled/Reinstalled Stream App, rebooted router, checked tablet firmware, tried different display settings on tablet and stram app, reset tablet to factory default. Live channels still stutters/choppy.

Note: video plays fine if I keep the screen pressed (if i put a finger anywhere on the screen and keep it there) but it gets choppy again when i stop pressing.

(edited)

Official Employee

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73 Messages

Thank you for reaching out to me. I do appreciate your time and patience. My name is Kim, and I am here to help. Would you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") 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

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
SB3018

New Poster

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11 Messages

3 d ago

I’ve had the issues for more than 3 years with no resolution. They won’t do anything

Official Employee

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257 Messages

I understand you are having issue with the Xfinity Stream App. Do you encounter issues when you are not connected to wifi in home connection?

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

Visitor

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1 Message

16 h ago

I have the same problem with my Samsung Galaxy 3S tablet. I spent 45 minutes in a live chat with an xfinity rep today, and then another 30 minutes with "Chen" from the advanced repair team. I also talked to someone a month ago for 30 minutes. Neither of those 3 calls solved the problem. "Chen" said that she's done everything she can do from her end. and that I should check with Samsung. Meanwhile, I discovered that if I watch a TV Go channel, even at home, the problem goes away. TV Go doesn't have as many channels, of course, but it has the ones I watch most frequently. This problem only arose a few months ago. Everything was fine for the first 3 years I owned this device. I'm done talking to xfinity support people. It has been a waste of time. If someone can come up with a solution, great, but it seems to me that the problem exists with Xfinity's software, not with our devices. 

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