Xfinity Stream App Recorded Shows Freezing

@XfinityAmandaB Hi!  Thank you for reaching out.  I went to the page you suggested but did not see anything that applies to my situation.  I have had this same issue on 2 different iPads.  The one I am currently using is an iPAD mini 5th gen with software 14.8.1.  I have tried to close the show, restart the show, close/restart the app, I even uninstalled/reinstalled the app but nothing seems to fix the issue.  This issue of the picture freezing while the audio continues keeps happening over and over and I cannot watch the shows I have recorded.  I see many people having this same issue for well over a year.  Does Comcast have a permanent fix to this issue?  Is this being prioritized?  Thank you for your continued help to resolve this.

Thank you for sharing this information with me. I would like to take a closer look into this. Can you send me a direct message with your address and name? 

@XfinityMikeB Hi!  How do i send a direct message to you?  I went into messaging and searched for your name but it was not found.  Thank you.

To send a Direct 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.

Hello @user_1636dd. We would like to assist you with your inquiry. Please send us a private message to further assist you.
• 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

@user_b47438 Same for me - happening on every single recording now all of a sudden.  This is causing me to think about alternatives unfortunately if I cannot get this fixed quickly :(  Literally cannot access my content if I am not with my physical box which feels archaic these days.

Hello @user_b47438 We would like to assist you with your inquiry. Please send us a private message to further assist you.
• 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

Hi, @Dittman3. Thank you for taking the time to provide us with these details in regard to your experience with the Recording function on the Xfinity Stream app. We understand how issues like this can cause a major inconvenience and this feedback is very much appreciated. It would be my pleasure to get a ticket opened up for your account. If you would like for me to help you with this, please send our team a direct message with your full name and full address so that we can assist you further. 

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
• Type your message in the text area near the bottom of the window
• Press Enter to send it

Hello @clairealt We would like to assist you with your inquiry. Please send us a private message to further assist you.
• 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

@user_3599e1​ There is no resolution.  It has been a known problem for > 1 year and it isnt fixed but is getting worse.  I was on a support chat for 4 days and nothing worked.  Unfortunately, I will be going to YouTubeTV soon so I can get my content on any device seamlessly.

Hi, @user_3599e1!Thanks for visiting our forums page for help with the XFINITY Stream app issue. I am sorry to learn about this experience with the picture freezing. I always watch my videos via the Stream app when on the go or at home on my Roku stick so I understand the inconvenience that this can cause. We appreciate you greatly for your time and for patiently waiting for a response. We can help. Are you still experiencing issues at this time? Do you ever notice an error message or an error code?

@user_98082e​ I about to say to H with Comcast too over this issue. Our bill exceeds $250 a month and half of what I want to watch on my phone has to be on my home wifi or the picture freezes up while audio keeps going. This just isn't worth it. Will have to look into YouTubeTV. I assume I can watch CNN live and whatever other shows?

Thanks for taking the time to create a post here in the Community, kellystanworth. Please confirm which network, show, season, and episode number that you're experiencing this with so we can investigate further. 

@sallies I want to help you look into the issue with your Ipad and watching your Xfinity Stream App as quickly as possible. 

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

To send a "Peer to peer" 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

• Type your message in the text area near the bottom of the window

• Press Enter to send it

@clairekalt Thank you for reaching out and letting us know. What device(s) are you using?

it happens on my iPad. 

@clairekalt​ it happens to me regardless of fast forwarding or being patient and sucking it up through the commercials just so it doesn’t freeze…I’ve tried!

HI there @user_54fdd2!  Thanks so much for taking the time to reach out to Xfinity Support here on our Community Forum.  We are so glad to heat from you and happy to help in any way that we can today.  No worries!  You have reached out to the right team, and we are going to get you squared away.  Please feel free to shoot us a private message so that we can get started.  

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://comca.st/3Pj8rDF 

 • 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

Hello @breplum thank you for taking the time to reach out to us on our forums. We have received your peer-to-peer message and look forward to troubleshooting this issue with you.

@user_4cf039​ I gave up and cancelled my Comcast cable and now have YouTube TV where I can watch content on any device without it freezing!  I tried to fix this issue for a month and Comcast was not helpful and didn’t seem to prioritize given this a known issue for > 1 year.

Thanks for reaching out @user_70cc12! Has anything gotten better since this post? The Xfinity Stream App is still in it's beta stages so this may be something the dev team is working on fixing. Either way I'd be happy to take a look if the issue is still ongoing.

Hi, @user_1165f1. Our instructions actually have changed and we no longer use the peer to peer chat option. It's now listed as direct message. I will detail the instructions below. 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 

Click "Sign In" if necessary

Click the "direct messaging" icon or https://comca.st/3vYDONr

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

Welcome to our community forum, @user_818e30! I love using the Stream app so I want to make sure you're able to enjoy it as well :). Are you having issues with recordings freezing on your cable box or only the app? 

My problems are only with the app. And the problem happened again with a newly recorded basketball game, even since my previous post. I’m very eager to find a solution.

Ah, man @user_818e30! I am sorry to learn about the problem happening again. As a heavy sports fan myself who also likes streaming on the XFINITY Stream app, I understand how frustrating this can be. I am eager to help you find a solution as quickly as possible. While reviewing this issue further, I am seeing that we currently have our awesome Fix teams working hard with dedication and commitment to resolving the issue as quickly as possible. What I would like to do from here is attempt some troubleshooting steps on my end. To get started, would you mind sending over a direct message with your name and address? You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your peer to peer ("private") message.

@XfinityGabriel​ I was able to send a direct message to Xfinity Support. I did not see a way for me to send the message directly to you. Your handle did not come up when I searched for it. Thanks.

You used the correct handle to send me a direct message. Thanks for sending that over. I will continue in assisting you from there. :)