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user_e1974c
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4 Messages

Thursday, September 23rd, 2021 12:14 AM

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Xfinity app freezes frequently while watching ABC only

I have the x finite app installed on an LG OLED77C1PUB, a Roku connected to another tv, and a fire tv connected to another tv. I have an issue with abc freezing frequently on all devices. The problem is most obvious on the LG. I have tried the following troubleshooting steps with no results:

1. Uninstalled and reinstalled the app

2. contacted xfinity customer service and followed there trouble shooting advice which included a restart of my xfinity modem. 
3. An xfinity technician came to my home and replaced my modem. 
4. while the xfinity technician was here we uninstalled the app, unplugged the tv for 10 minutes, and reinstalled the app. 

The technician confirmed it’s an issue with the app itself and that they can’t do anything about it. So I am out of options at this point. 

Question

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Updated 

3 years ago

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user_49a254

Visitor

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2 Messages

3 years ago

This happens to me as well! I haven’t figured out why it’s only ABC either. Very frustrating.

3

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XfinityAldrik

Official Employee

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1.8K Messages

Hello @user_49a254, thank you for reaching out to us on our community forums! Have you noticed if this issue also occurs on other devices?

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_49a254

Visitor

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2 Messages

@XfinityAldrik Yes, this issue occurs on all platforms that I have tried. I have tried the Xfinity Stream Beta app on my television, the Xfinity Stream app on my phone, as well as https://www.xfinity.com/stream/

3 years ago

0

XfinityAldrik

Official Employee

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1.8K Messages

@user_49a254, our team would like to take a deeper look at this issue. Could you please send our team a private message with your full name, full address, and username having this issue?

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

rjom

Contributor

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98 Messages

3 years ago

Same here. I also posted. But just on my phone. Not my tablets.

0

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user_e1974c

Visitor

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4 Messages

3 years ago

I am seriously starting to believe that Xfinity has zero desire to fix the problem because Comcast is the majority owners of NBC Universal and ABC is owned by their direct competition, Disney.

6

XfinityJosephA

Official Employee

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1.5K Messages

Hello, @user_e1974c, I am sorry you are having trouble with ABC while using the Xfinity Stream app on your LG TV. I know if ABC keeps freezing it’s causing frustration. I am glad a tech came by and looked at the location. Did you do any wireless troubleshooting? How many devices do you have on your network? There are a few things we can focus on that can help diagnose the issue a little further.

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_e1974c

Visitor

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4 Messages

It doesn’t matter if the tv is connected wirelessly or hard wired. The same issue occurs for both cases. It also occurs on my Roku and fire tv. I have gigabit internet up 1200 Mbps and I’m running 13 devices on average including two iPhones, an iPad, an iWatch, the LG tv, a Roku, a fire tv, and Amazon Alexa and Google home devices. 

3 years ago

0

XfinityAirelle

Official Employee

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2.2K Messages

We will be happy to take a closer look at the account.

Can you initiate a chat and start with your full name and address? To start a chat, please click the chat icon in the top right of the page! Search for Xfinity Support, if needed. Talk to you there! 

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_e1974c

Visitor

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4 Messages

Where is this chat icon? Only thing I see in the top right is an icon that takes you to a message search and another icon that’s a green circle with a U in the middle. 

3 years ago

0

XfinityGabriel

Official Employee

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1.9K Messages

@user_e1974c,here's the detailed steps to direct message us: 

 

  • Click "Sign In" if necessary

 

  • Click the "direct message" 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

3 years ago

0

rjom

Contributor

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98 Messages

3 years ago

I finally fixed mine on my android phone. 

Clear Data

Clear Cache

Uninstall

Download new APP

Sign in.

that worked

2

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rjom

Contributor

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98 Messages

@rjom 

Thought it worked but is doesn't. I think there is something going on with Stream and ABC. 

3 years ago

0

rjom

Contributor

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98 Messages

@rjom 

Actually, it did not stay working. Still can not access ABC  805 or 806 for that matter.

3 years ago

0

user_5d2261

Visitor

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3 Messages

3 years ago

The freezing/buffering happens to me with a handful of channels.  No wifi involved, all ethernet.  They freeze when watching via Roku or with the app on my TV.  The app has been "beta" since day one, that means they don't have to care about our issues, we are nothing more than live QA.  Personally I'm just glad the UI is getting attention, that used to be my biggest complaint, I'm okay with a few channel freezes for now if it means no box lol.

1

user_69accf

Visitor

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2 Messages

@user_5d2261 

funny how the commercials run smooth like butter but the 

3 years ago

0

user_c4fafd

Visitor

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2 Messages

3 years ago

Yep same here!  I just Googled it and came across this, guess it's not just me.  Very frustrating when watching football!

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user_69accf

Visitor

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2 Messages

3 years ago

I see in the app description in my LG account, this beta app hasn’t been updated since April 2020. 

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user_7376b2

Visitor

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1 Message

3 years ago

ABC has completely disappeared for me! Every time I try to watch it on my phone it gives me an error, ""We're having some trouble::1. We're sorry, something unexpected just happened. Try again." This has been going on for a couple months. ABC works fine when watching from home, using a box, just not the app. I have reinstalled the app several times. Turn the phone on & off. It worked fine a couple months ago. 

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rjom

Contributor

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98 Messages

3 years ago

Yes. The only consolation is that I have spent hours trying to fix my phone. Thanks for commenting and saving me the time. 

0

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user_08f9f1

Visitor

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4 Messages

3 years ago

Hey Xfinity IT department. Its obvious that many customers are experiencing the same issue with the ABC app. The same customers that pay you thousands of dollars a month to use your service. All the customer support suggested resolution steps have been tried by everyone to no avail. Its time you put your big boy pants on and FIX IT !!!

0

user_08f9f1

Visitor

 • 

4 Messages

3 years ago

Hey Xfinity IT department. Its obvious that many customers are experiencing the same issue with the ABC app. The same customers that pay you thousands of dollars a month to use your service. All the customer support suggested resolution steps have been tried by everyone to no avail. Its time you put your big boy pants on and FIX IT !!!

0

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rjom

Contributor

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98 Messages

3 years ago

I am having trouble understanding why this happens only on my android phones but not on my android tablets.. It is the same app. 

3

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XfinityRaul

Official Employee

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1.6K Messages

Hello, @rjom. We appreciate you trying to fix this on your own. I'm sorry to hear you're still unable to access these channels even after troubleshooting. I'd like the opportunity to review your account to see what's going on.

 

In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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

rjom

Contributor

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98 Messages

I am not seeing the chat button on the right. I see it above, tried it, but do not know how to find you.

3 years ago

0

user_Kaitlan

Contributor

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317 Messages

Oh! This should help! To send a Message:
1. Click on the Chat Bubble icon in the upper right corner.
2. Search for "Xfinity Support" and select "Xfinity Support" from the drop down list.
3. Type your message in the text area.
4. Press Enter to send!

3 years ago

0

user_f96955

Visitor

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2 Messages

3 years ago

Same problem.   We have an LG smart device.   None of the other tvs freeze like the main one with a box.   I’ve tried everything including having a technical come out.   The rep checked the modem and said it’s the app which he cannot do anything.   We’re considering switching providers.  

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user_5d2261

Visitor

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3 Messages

@user_f96955 

It's a beta app which means a resolution isn't required unfortunately...especially since it's not producing revenue.  It sucks but I'm still not willing to rent their box with the criminally slow UI lol.

3 years ago

0

CCDaryl

Problem Solver

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828 Messages

@user_f96955

 

 

Would you say you are seeing the issue of freezing predominately during live broadcasts or live sporting events?

I no longer work for Comcast.

3 years ago

0

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