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Visitor

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9 Messages

Mon, Jan 24, 2022 3:18 PM

Streaming APP freezes on Firestick periodically

The streaming app for the firestick is extremely buggy. The most annoying issue is it will freeze live TV for about 15-20 seconds a couple times per hour. All channels seem to be affected. Very annoying. Another bug is using the up/down buttons on the remote will cause the APP to crash if held to scroll. Starting to think I made a mistake switching to Xfinity for my streaming company.

Please fix this issue.

Visitor

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1 Message

2 m ago

Same problems...constantly...cant wait for contract  to end with xfinity 

Official Employee

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297 Messages

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?

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Visitor

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1 Message

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. 

Official Employee

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177 Messages

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 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

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.

XfinityBrie

Official Employee

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581 Messages

@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?

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

1 m ago

Same thing happening to all 4 FireSticks I have while watching live channels using the Xfinity Streaming App.  I just called Comcast today and they first rebooted my router and checked my speed which were all good to go.  I told them that this has been happening since I got the Firesticks last year.  I bought a Roku stick and the Xfinity streaming app works fine which I told the Comcast agent as well.  I also told them that there are a lot of posts on the Xfinity forum for this issue and they then decided the problem was with the Firestick and told me to call Amazon. The Comcast agent then gave me the Amazon phone number and said to call them.  I called Amazon and they remoted into one of my Firesticks and could find no issues.  Amazon said that the Xfinity Streaming app is the problem and referred me back to Comcast - Xfinity.  So, Xfinity blames Amazon and Amazon blames Xfinity.  I expect better support from Xfinity.  It's clear that the issue is with the Xfinity Streaming App whether on Comcast end or Amazon end.  Unacceptable and less than satisfactory support.  If the problem is specifically related to the app as it was written for the Firestick, then Comcast should not be making the customer fix their product by asking the Customer to interface with Amazon.  Comcast Techs should be working directly with Amazon to fix this issue, but appears that Comcast has assigned 0 priority to resolving the issue.  

Official Employee

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464 Messages

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? 

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

13 d ago

Same problem here...  I see NBC owned channels freezing all the time on all Amazon Fire devices that I have; TV, Fire TV Cube, Stick, etc...  It happens on both WiFi and Ethernet connected devices.  My download speeds are 800+MB.

I don't have this problem with the Xfinity Streaming app on my Samsung TV.  That works flawlessly.  

Visitor

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5 Messages

@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.

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