dorohr's profile

New Poster

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6 Messages

Fri, Dec 17, 2021 4:31 PM

Closed

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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854 Messages

8 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

7 m ago

I am having the same problem

Visitor

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2 Messages

7 m ago

I'm having the same problem what should I do

Official Employee

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212 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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376 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

7 m 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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408 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

Visitor

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1 Message

@AKCS​ thanks for the finger press tip. Was able to finish watching a hockey game in bed. Hope they fix this issue. Bums me out didn't have this stutter issue on my old Tab A 

SB3018

New Poster

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12 Messages

7 m 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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515 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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2 Messages

7 m 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. 

XfinityJorge

Official Employee

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405 Messages

Hello, @user_a59c1e thanks for contacting our team and we are happy to help. We understand how frustrating this can be and we have your back. To get started please select the "peer to peer chat" icon (upper right corner of this page), click the "new message" icon, type/select "Xfinity Support", and then type/send your name with your address.

 

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

New Poster

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4 Messages

7 m ago

Add me to the list.  Same problem on a Lenovo tab M10 FHD Plus.  Lenovo had me do a factory reset which accomplished absolutely nothing.  Wifi signal is strong connecting to both my own router and the xfinity box and the issue is the same with both.  Speeds are generally over 400mbs.

(edited)

Official Employee

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639 Messages

Hi there @rbec! I am sorry to hear that you are experiencing issues with our Stream app on your Lenovo Tab. Please refer to https://comca.st/3H4DL5w and see if your device is compatible with the Stream app requirements. 


If you still need further assistance, please let us know, we are here 24/7 to help. Thank you! 

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

New Poster

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4 Messages

@XfinitySelena​ - Yes, the Lenovo TAB M10 plus meets and exceeds the requirements.  It's only just over a year old and the stream app used to work just fine.  All other streaming apps, except yahoo sports and the Xfinity Stream app provide smooth HD video streaming.

Official Employee

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639 Messages

I can help you troubleshoot to see if we can get this resolved @rbec! Can you please meet me in a DM? 

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

 

 

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

New Poster

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6 Messages

7 m ago

Has anyone had any luck on their discussions with Xfinity? I haven't had time to do so but am wondering if I should even try. The feedback is not great & I don't have a huge amount of time to throw away on this issue.

Visitor

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2 Messages

6 m ago

I found that if I record the show and play it back, the stutter goes away. Also, it doesn't happen on the TVgo channels. That's my solution. I'm not wasting any more time troubleshooting. I'm checking here occasionally to see if Xfinity has fixed the problem yet.

Visitor

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1 Message

5 m ago

I have the same issue and have done 3 chat sessions with Xfinity with no solution.  They always reboot my WiFi even though I tell them it is only on the Xfinity Streaming app that I have the issue.

Official Employee

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17 Messages

Hello @user_159440. We would like to assist you with your inquiry. Please send us a private message to further assist you. We need a few specific details about the issue

 

  • Click "Sign In" if necessary
  • Click the "Peer to peer chat" icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message
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

4 m ago

I have the same issue.  I use a Huawei tablet that is almost new and has solid performance specs.  My wifi connection is as strong as it can be.   I've tried all the solutions listed on this site, with no success.   Live TV playback is very choppy in all cases (i.e., on all stations).  However, playback of a recorded program works fine (as stated by several others on this forum).  

Official Employee

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355 Messages

@user_3e90b4 I understand that you are seeing the same issue on your tablet. I would like to take a closer look at your account and gather more information.

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

 

To send a Private message to Xfinity Support from any Forum page:

Click "Sign In" if that prompt is visible

• Click the "Direct Messaging" 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

Visitor

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3 Messages

4 m ago

Same problem here with a brand new Galaxy Tab A7 Lite running Android 11 up to date and Xfinity Stream app.

TV Go channels are fine, but other live channels stutter unless I hold my finger on the display. For example, if I watch NBC from All Channels the video stutters unless I am touching the display (when I remove my finger the stutter returns), but if I watch the same NBC channel on TV Go it is smooth. This must be an Android issue because the Xfinity Stream app works perfectly on my iPhone 12. All other steaming apps on my Tab A7 Lite work fine as well. It's just the Xfinity Stream app on my tablet that is giving me problems.

Frequent Visitor

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9 Messages

@onenorth​ I lodged the same.  complaint with Comcast on Saturday. I was told that it was a Samsung device outage. Thaf all Samsung devices were not streaming correctly  I said that fact was intriguing, as my S22+ was just streaming the app from work just fine about 30 minutes prior to my call. 

I have an S22+,  Galaxy Tab A7 Lite and an iPad. I even pulled out an iPad Mini 2 out of mothballs and shoot, that service still works on the Mini and it stopped updating years ago. 

The response to this lagging issue is extremely poor, and seems to be isolated to Android tablets. My Roku's and other devices work just great. 

It's eh, embarrassing how many excuses we've heard for this issue with no fix. 

(edited)

Official Employee

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603 Messages

Hello, @DavidR00, thank you for sharing your experience with us on our Xfinity Forums. I know how frustrating it would be for an app to work perfectly fine on one device and then have issues with another. Please rest assured, you have reached the right team!

 

Have there been any changes to the Stream app performance since Saturday or are you still experiencing an issue when streaming live TV?

 

@DavidR00 and @onenorth, can you list the troubleshooting steps you have gone through already? Have you forced closed the app, restarted your device or uninstalled and reinstalled the app?

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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3 Messages

Hi @XfinityValerie​ I have force closed the app, restarted the device, and reinstalled the app. The video stutters about five seconds after I start watching live TV and continues to stutter after that. If I touch my finger to the display, the stuttering stops until I remove my finger. Very unusual behavior.

(edited)

Visitor

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2 Messages

3 m ago

I am having the same issue and just found this post. Did anyone who contacted xfinity with  a PM get this issue resolved?

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