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user_2b5a8d
1st Topic
1st Kudo

Visitor

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2 Messages

Sun, Jun 27, 2021 5:59 PM

xfinity streaming app on fire tv

I recently bought a Fire TV. the Xfinity Streaming (Beta) app freezes very often. The audio will continue but the video will freeze. This happens so often that it makes the app unusable. Please do not ask me about Internet problems as none of the other apps I use on Fire TV have this issue. Also, there are no Internet issues on any other app in my home wifi. I have uninstalled the Xfinity App and reinstalled it. Any further suggestions?

Question

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Updated 

2 m ago

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4

Responses

XfinityRyanE

Official Employee

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158 Messages

3 m ago

Hello @user_2b5a8d, thank you for taking the time to reach out for support with the Xfinity Stream App. We definitely understand the importance of having all of your apps and services working, and we will be glad to take a look at this in more detail. Please send us a direct chat message with your full name and complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page. 

 

Here are the detailed steps to direct message us: 

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

 

Let me know if you have any questions.

 

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user_615465

Visitor

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2 Messages

3 m ago

I am also having a problem with this issue. How do I fix it?

1

user_2b5a8d

Visitor

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2 Messages

@user_615465

If you hit the play/pause button twice, it will unfreeze the video. I'm just annoyed that I have to do that quite frequently. Xfinity wants me to open up a support session with them. We'll see if they have any other tips. The thing is, I can tell that the app is the problem. No other streaming apps on the same TV freeze up like that. Their Roku app is pretty stable, too (even though it's also a Beta version). It's the Fire TV app that's a mess. 

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3 m ago

user_4c389a

Visitor

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1 Message

2 m ago

Having the same issue. Is there a fix for this? Really annoying ...

1

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XfinitySelena

Official Employee

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205 Messages

Hi there @user_4c389a! I am sorry to hear that you are also experiencing this issue. It looks like it may actually be a Fire TV issue itself, but we will most definitely give it a shot in trying to troubleshoot. Send us a direct message to get started. 

 

Here's the detailed steps to direct message us: 
 • 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

 

Thank you so much!

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

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2 m ago

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user_09f28d

Visitor

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1 Message

2 m ago

Same problem as described above. No other streaming app does this on this TV. Xfinity Streaming app works fine on Roku devices, phone and PC. Only happening on FireTV devices. 

Tired of having to hit press twice to resume. Sometimes it just hangs up all together. It is not an internet issue on the home network. Using direct wired ethernet to router.

This is going on for months and no solution. Please help.

1

XfinityJamesC

Official Employee

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333 Messages

Greetings, @user_09f28d! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your Xfinity Stream app, but you have definitely come to the right place for assistance. It sounds like you have already gone through most of the known troubleshooting steps available for this issue, but I would be more than happy to check things out and see if there was anything we may have missed.

 

If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

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

Like

Reply

2 m ago

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