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Bob137
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Contributor

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30 Messages

Monday, November 7th, 2022 3:55 PM

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Xfinity Stream on Roku various issues

Have been seeing a lot of unstable behavior in the Xfinity Stream app on Roku. Have two Roku Premier+ (4630X) hardwired to the router (no wifi involved), feeding two different TVs,  on a Xfinity 1200 MB/s download service.

1. It takes sometimes 30 seconds for the Recent Channels icons to display when I start the app.

2. Over this past weekend, the Recent Channel display was oftentimes incomplete/not updated (doesn't show the channels I have just been viewing). Not seeing this issue today for whatever reason.

3. Video/audio freezing on several channels, requiring the app to be exited and re-started.

4. Video/audio unsynchronized, again requiring the app to be exited and restarted.

Been running this setup without major issues for over two years and just started to see these issues frequently over the last possibly 10 days or so. Both devices show that their firmware is up to date.

Any thoughts on root cause/ corrective actions? Is this app still in Beta?

Question

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Updated 

2 years ago

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XfinityAmira

Official Employee

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3.8K Messages

2 years ago

Hello and thanks for taking the time to reach out to us! We appreciate you being a customer with us, and I am sorry to hear about the connection issues you have been experiencing with the Stream app on your Roku's. My team is here to help and would love to further troubleshoot this with you. 

 

To confirm, the Stream app is the only app you're running into this issue with on the Roku's? This is occurring on both Roku's correct? Have you attempted to perform a restart on the devices to see if that helps?

  1. From the Home Screen go to System.
  2. Scroll down and click System Restart.
  3. Select Restart.
  4. Wait a few minutes for Roku to turn off and on, then show your home page.
  5. Check to see if the features you were having trouble with now work properly.

The Stream app is no longer in Beta. 

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Bob137

Contributor

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30 Messages

2 years ago

Yes. The issues I described are specific to the Xfinity Stream app. The issues occur on both Rokus, although I can't say that the exact same behavior has been observed on both Rokus simultaneously. I have restarted the devices, and to my recollection, that only has temporarily corrected the audio/video synchronization issue. and not the other issues.

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CCValerie

Official Employee

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974 Messages

Thank you for confirming that information, @Bob137. I see, you stated in your original post you didn't experience an incomplete recent channel list on Monday, since then have you seen this behavior along with the freezing of the picture reoccur?

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.
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2 years ago

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Bob137

Contributor

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30 Messages

No I haven't. Most of the issues have mysteriously resolved, except for the slow load time of the recent channels list.

2 years ago

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Bob137

Contributor

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30 Messages

Well I spoke too soon.....the Xfinity Stream app went to hell in a handbasket this afternoon. Only 16 channels out of the usual hundreds of channels are available to be viewed through my Roku devices (all three). The same live channels are missing when I view Xfinity Stream on PC web browsers.

You need to get your arms around this Xfinity Stream Service, or you'll be losing a customer.

(edited)

2 years ago

user_ebbc59

Visitor

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7 Messages

Having the same issue as well. Hopefully they figure out the problem.

2 years ago

user_80937f

Visitor

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4 Messages

2 years ago

Same issue with missing channels. Only affecting Roku app. Unfortunately that is how I use all TVs in the house.

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user_ce8502

Visitor

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11 Messages

2 years ago

Same channel issues, started today November 16th

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user_ce8502

Visitor

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11 Messages

@user_ce8502​ Roku Premier, software 11.5.0 build 4235-29    xfinity stream ver 6.9 + build 0

channel list not showing all channels, cannot search for a channel 

2 years ago

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user_ce8502

Visitor

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11 Messages

2 years ago

Can the Beta version be returned. .

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Bob137

Contributor

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30 Messages

2 years ago

Well my full channel lineup returned overnight. Still have long load times on the recent channels list. Only took two calls lasting an hour to customer service to convince them they had a problem.

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user_ce8502

Visitor

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11 Messages

@Bob137​ wonder what they changed, guess will have to start a person conversation with them.

2 years ago

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user_80937f

Visitor

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4 Messages

@Bob137​ After talking to customer service and advanced support . Mine is finally working after removing and reinstalling the app for the 6th time. So they had to do something on their end first then reinstall. 

2 years ago

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user_ce8502

Visitor

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11 Messages

After 20 mins with support staff, and then waiting an hour for something to come down from xfinity to the roku, the channels are now present. 

did not have to re-install the app. 

2 years ago

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Bob137

Contributor

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30 Messages

No idea what corrective action they took on their end, and I didn't have to do anything on my end this morning upon seeing the channels restored. My initial call to first-level customer support was a complete waste of time in that the troubleshooting script used by the agent (test connection quality, reboot Roku device, delete/re-install app, send refresh signal to gateway, etc.) was irrelevant - Xfinity Stream on multiple Roku devices and client types (web browsers) showed the same issues, but no other Roku apps or internet functions in the premises were misbehaving. Patience was wearing thin.

Until the next issue.....

2 years ago

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Bob137

Contributor

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30 Messages

Well I'm back! Repeat incident...total loss of live streaming channels on both Roku and browser clients. First level technical support still insists on going through all the irrelevant, ineffective, and time-consuming debugging steps that precede their acknowledgement that the root cause of the loss of service exists with Xfinity and Roku. And today, somehow the app has decided my account is not longer authorized to view the channel packages I pay for. Need to get a competent technical team on this issue. Haven't seen that yet. No ETA for resolution.

2 years ago

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