xfinity stream on fire tv interruptions

@XfinityAmira​ 

Thank you for responding.  Yes, I have Xfinity's 300 Mbps service.  A bit more information that might be helpful.  I just watched an hour of Food Network, and the problem only occurred twice, in that time, but when watching CNN, it happens almost every commercial break, some times during more than one commercial, or even twice in the same commercial.  On some commercials which are repeated frequently, it occurs at the same point in the commercial, leaving the identical image frozen on the screen for about 30 seconds.  After the commercial break, there are two instances that occur during the show, within the first couple of minutes.  It never happens on the local broadcast channels.  We have two TVs, one using an Amazon Cube, and the other, a 4k Firestick.  It happens on both.  I've tried everything fro rebooting the modem and router, to flushing the caches on the Cube and Firestick and rebooting them, as well..  Any suggestions you may have will be appreciated.

I would like to make sure that we are covering all the basic details, are you able to see if there are any updates on any of the equipment that might need to be used? You said only on the cable channels, are you able to see if the On Demand is affected too? If you have tried this and nothing has worked, feel free to reach out in a DM as well. You can do that by following these directions:

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

 

Sorry it took me so long to reply, but I occasionally am away from the computer.  The version of the Xfinity Stream beta app on the Amazon platform is 6.15.0.020.  To be certain it was the current version available on that platform, I uninstalled it, and then reinstalled the app.  Same version and no change in the results.  I tried the Go TV channels and they seem to work okay.  Since I have a network firewall. I disabled it to see if that was the problem.  Same results.

I will check to see if Xfinity Stream works on my Roku device.

EDIT:  The Xfinity Stream beta app works fine on my Roku Premier.  Hopefully this information will help.  Seems to narrow things down to the interaction of the app and the Amazon platform, or between the Amazon and Xfinity networks where I'm located.

At least I can watch things without the interruption all the time.

@Exxeter

To be clear, the Roku Premier is connected to the Fire TV, correct? What version of Android are you running on your Fire TV?

Also, this article may be helpful, as well - https://comca.st/3LCBEYF