U

Visitor

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11 Messages

Monday, October 4th, 2021 1:31 PM

Closed

xFinity app freezes on firestick

Cut the cord and was assured that the streaming app would work on the firestick.  The only app I have trouble with on the firestick. I was surprised that this app is still in its beta phase.  Programs randomly freeze for about 20 or 30 seconds.  I've contacted Xfinity three times.  Each time they have assured me the technical team would contact me which has not happened. Recently they argued with me that the app was not beta, which is absurd as it states it right on the app logo.  In any event, I update and restart my firestick daily, the problem continues, and xfinity cannot offer any resolution.  Questioning the value of xfinity outside of internet service.

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Official Employee

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3.5K Messages

4 years ago

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I'm truly sorry to hear that you've been experiencing issues with the Stream app on your Firestick. I would be more than happy to review the account and any tickets to see if we have been able to determine the reason for the freezes. Please send us a direct message to "Xfinity Support" with your full name and address to get started.

 

To send a direct message you may need to:
Click "Sign In"
Click the "direct message" 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

Visitor

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9 Messages

3 years ago

I am also having freezing issues with the streaming app on the firestick. It is the most annoying thing. I will happen a couple times per hour. Starting to make me think I made a mistake switching to xfinity for streaming.

Visitor

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1 Message

3 years ago

I am also having constant freeze issues with the xfinity stream app on my firestick. I have no streaming issues with any other apps on my firestick. I have tried rebooting the cable modem, unplugging both the tv and the firestick as well reinstalling the xfinity app on the firestick. But all these have not helped the app freezes every 10minutes for about 10 to 15 seconds. Very annoying!

Visitor

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9 Messages

@user_adeca4​ not a solution but when it freezes,. Hit the pause/play button  on the firestick remote twice quickly. It is very annoying and I wish they would fix it. 

Problem Solver

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909 Messages

Hello, @

user_adeca4. What model Firestick are you using? I'd love to further review what may be causing the app to freeze for you. 

I no longer work for Comcast.

Regular Visitor

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8 Messages

@user_b263f7​ i have also noticed that pressing the play/pause button twice will restart the stream immediately so i'm pretty sure this is a software problem and not a connection issue. Have you also noticed the problem get significantly worse with the 6.14 update on march 8th?

Visitor

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9 Messages

@XfinityStephanieK​ I am using several models. All freeze. Newest model is the 4k

New Problem Solver

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318 Messages

Hello @user_b263f7, thank you for taking the time to reach out to us on the forums. I can understand the frustration this issue would cause, and this is not the experience we want you to have as a valued member of the Xfinity family.

 

Can you send us a direct message with your first and last name and address so we can help get this resolved for you?

I no longer work for Comcast.

Visitor

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1 Message

3 years ago

I was assured the same thing and I too only have issues with the Xfinity Live streaming app.  And it clearly states "Beta" on the app!  Everything works great on my Firestick except for the Xfinity app.  It freezes constantly and is driving me mad!  I'm at a loss as to what to do with and I'm considering cutting my Xfinity TV services completely.  The internet service is great and I have no complaints about that service.  But their streaming services is a complete flop on their end.  Why market something that doesn't work?

Official Employee

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2.4K Messages

Hello, @user_8d49dd, I know streaming is a major convenience and those Firesticks are a great hub for that. I use our Xfinity Stream app every day, so I would be pretty bummed out if I was going through those same issues. Let's roll up our sleeves and work together to get a fix for you. Are you able to confirm if the Stream app is giving the same issues on any other devices? This will help us understand the full scope of the issue.  

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

3 years ago

Why can’t you just post a solution instead of asking for a direct message ?

Visitor

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4 Messages

3 years ago

I started using the beta app in November 2021 when i moved into my new home.  I have experienced the app freezing 

since then.  I have worked with technical support on numerous occasions without any resolution.  Obviously this has been a very frustrating experience especially since the techies can’t offer a solution.  I have started looking at alternatives.  🤞 

Official Employee

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746 Messages

Hi, thank you for reaching out to Xfinity Forum. I understand you are having issues with the stream app. Are you receiving an error message? 

I no longer work for Comcast.

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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4 Messages

I do not receive an error messages.  The picture freezes for a few seconds usually several times per hour.

Visitor

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4 Messages

I am using latest amazon fire stick.

Problem Solver

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735 Messages

@user_28bdac

Thank you for letting us know! I can definitely imagine that is frustrating when trying to enjoy your favorite show. Have you noticed this on other devices such as your tablet, PC, Smart TV or mobile phone?

I no longer work for Comcast. 

Visitor

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9 Messages

3 years ago

Clearly this app is not ready for prime time. Actually it is not ready at any time. There are so many bugs and zero fixes released. I have never seen a company treat a product so poorly. 

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