Streaming APP freezes on Firestick periodically

Hello. I am sorry to read you are having trouble with streaming on your Fire Stick. It saddens me to know you are considering another provider. I hope to help!  I own multiple Fire Sticks, and use a 3rd party streaming service and experience similar issues. I mostly notice it happen on the transition from one program to another, or at the 1 & 1/2 hour marks, like it is trying to start at the listed time on the guide. Also, from time to time, I notice some freezing. So this is not uncommon, but I want to make sure we look further into this. From your experience, are you also noticing any other internet issues on other devices when this happens?

As an Xfinity employee I'd expect a better answer than "yeah, I see that too". I don't stream Xfinity anywhere except on my fire stick but when it freezes no other internet services freeze on other devices. My PC can still change between web sites, my phone still handles all the internet services. Streaming any other services on my fire stick never hang. Disney+, Netflix, Prime all stream without freezing. 

Hi @user_cf2448. Thanks for letting us know you are having issues with your firestick streaming the App. If all other devices are able to stream with no issues, then a few things can be a factor. How far is the firestick from your modem and does the firestick have enough Wi-Fi speeds to stream the content.

I am having the exact same issue.  Xfinity stream locks up several times an hour (or more) on my fire stick.  This is definitely not an internet speed issue as I have no issue with YouTube TV on the same fire stick.  Seems like the app is just poorly engineered (the interface is very cumbersome) and also very buggy.

Xfinity / Comcast - you all should do better if you expect customers to pay a premium price for this service or at least offer heavy credits until you get your service stable.

@user_8a6e65

With the app still in Beta, we're working through some of the bugs in the system--though from a personal consumer standpoint, I completely understand where you're coming from on this. As a point of reference, do you know the model number of the Firestick you've been using?

Hello @user_d8dd9e, thank you for reaching out to us on our community forums! This is not the experience we want you to have when trying to use the Xfinity Stream Beta application on an Amazon Firestick. I myself enjoy using the app on my Smart TVs to cut down the cost of rental equipment. 

Have you noticed if this issue happens on all channels or on one channel in particular? 

NBC owned channels freeze all the time.  

O/S on Fire TV devices is v7+.  

Freezing happens ONLY on Fire TV devices.

NO freezing if I use the Xfinity Beta app on the Samsung TV. 

Download 850mb / Upload 40mb.  

This is something the development team or  level 3 support needs to take a look at.   We’re not going to solve this with restarts and modem tests.   

Can we have this escalated to the next level?   

@user_d8dd9e​ Classic response when two companies have to work together.  Customer always ends up the middle.  Good luck.  

I appreciate you sharing those details with me. It would be my pleasure to look into this issue further. Please send our team a direct message with your full name and full address so that we can assist you further. 

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@user_983ee9​  The stream app can't handle the location based advertising stream switch. The meta data that comes along with the ad freezes the video, You would think Xfinity would write app code that could handle their own advertising.