Xfinity Streaming freezing

While watching Xfinity streaming, the picture on my Samsung smart TV freezes periodically throughout the day. I have an ethernet cable connecting the TV to the Asus router.

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XfinityThomasC

Official Employee

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2.6K Messages

2 days ago

Hello, @user_ufkmqv sorry to hear you are having issues with Xfinity Stream freezing. Is this the only app that is freezing? Have you run a speed test https://speedtest.xfinity.com/ hardwired to your modem to test for lag? This will ensure you are getting the speeds to your home before the router sends out a Wi-Fi signal. Please share any additional troubleshooting steps you've tried to resolve this issue.

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user_ufkmqv

Visitor

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3 Messages

The download speed at the modem is 487.3Mbps. I have tried deleting the Xfinity Stream app from the TV, and re-installing it, but this hasn't helped.

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2 days ago

0

XfinityThomasC

Official Employee

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2.6K Messages

@user_ufkmqv On a Samsung TV the system requirements for Xfinity Stream app are version 2.2.5 or later. In order for the Stream app to effectively deliver high video quality, it needs to be running on a TV with more than 2 GB of available memory.

2023 Samsung TVs
2022 Samsung TVs
2021 Samsung TVs
2020 Samsung TVs (no minimum software version)
All QLED and UHD Models
2019 Samsung TVs (no minimum software version)
2018 Samsung TVs with minimum software version T-KTM2AKUC 1131.9
2018 Samsung TVs with minimum software version T-KTM2LAKUC 1131.9
2018 Samsung TVs with minimum software version T-KTSUAKUC
2018 Samsung TVs with minimum software version T-KTSNAKUC 1131.9

Do you know the version you are currently using?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 days ago

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user_ufkmqv

Visitor

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3 Messages

The TV is a 2018 Samsung, running software version T-KTM2AKUC-1350.7 , BT-S.

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2 days ago

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XfinityThomasC

Official Employee

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2.6K Messages

@user_ufkmqv thank you for providing those details. I would like to take a look at your connection. Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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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1 day ago

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Xfinity Stream App

user_ufkmqv

Xfinity Streaming freezing

XfinityThomasC

user_ufkmqv

XfinityThomasC

user_ufkmqv

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