user_ae7e88's profile

Visitor

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6 Messages

Mon, Mar 14, 2022 9:06 AM

Fire Stick Freezes

My issue with my Amazon Fire Stick has been addressed before in another post.  However there was no definitive solution or means to an end and the string was 'closed', the last post being at least 5 months ago.  Here it is summed up with information from Xfinity's 'employee' recommendations and customer feedback of the ineffectiveness of the fix recommendations (uninstalling, reinstalling Xfinity App).  On certain Xfinity channels the picture and audio freezes.  It will unfreeze on its own after so many seconds (20?).  One way to get unstuck is to double punch the play/pause button on the Fire Stick remote.  One member mentioned this as the fastest way of dealing with the annoyance.  My freezing has a pattern: it freezes after going to commercial and will freeze a few more times during the ads and then a couple more times after returning to the program being watched, and will seem to be okay after that 2 or 3 freezes into the program until the next volley of ads start.  I either have to have the remote in hand, my finger on the right [small] button, or just settle for missing parts of what I'm watching.  The other fix, I read, is to buy a 'Roku'.  As another member mentioned, as big as a conglomerate Comcast/Xfinity is, one would think they would be on top with technology and having a robust app that has been well developed and is updated as necessary.  Instead we are reduced to being a test audience for their "Beta" app, beta meaning it is still in testing mode.  An app that, in the world of todays apps, it would be very low on the list of effective and popular used apps.  As one customer support told me during one of my calls, "It is the longest Beta App he's ever seen".  I wonder how much longer before it is no longer referred to as beta? 

Visitor

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9 Messages

5 m ago

I have been dealing with this for some time now.  This has to be the worst piece of software ever written. There has been no fixes released. At some point, I'm going to get so fed up with this annoyance and lack of response from Xfinity, I'll just move to another streaming company.

Visitor

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1 Message

5 m ago

This issue is becoming more regular the longer I have had the service. I have noticed with recordings it has the issue less. Also on my computer i never have this issue. maybe its a RAM issue in the fire stick hardware? either way, it shouldnt be a hardware problem as every other streaming app, and i mean every single other one, does not have this issue.

Visitor

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6 Messages

@user_dffcf0​ I think you have answered this to the best it can be.  You're right, this seems to only affect the Fire Stick using the Xfinity app, which all but points to the Fire Stick as the culprit.  Wish I knew about this before I invested in 4 Fire Sticks.  I thought I did my research to find what works before I turn in and eliminate equipment rental fees I've been paying for years....  Only one of our 7 "Smart" TVs was Xfinity app 'compatible'.  Since the Samsung, had built-in Alexa and have Alexa integrated throughout the house, is why I bought the Amazon Fire Sticks with Alexa.  So, to fix this problem is to buy a Roku?  Yeah, sure, I'll plug it next to the Fire Stick, and use it only for watching Xfinity.  Good thing I have multiple HDMI ports....  Better still why do I even need Xfinity except for my internet?  I can get most everything I like to watch thru the endless inventory of streaming apps, without the issues and problems I continually have as a long-time Comcast customer.  I could fill a book with stories of dealing with clueless Comcast people; The many times I've been given conflicting diagnoses and unfulfilled service requests until I got someone that understood the problem or cared enough to go the extra mile to satisfy a loyal customer.  Instead I get someone in the Philippines reading answers from a manual, asking me to unplug this and unplug that and wait to plug it back in, as if I hadn't tried any of that 20 times before calling them.....  Unfortunately, I have limited choices living rurally.  'nuff said.

(edited)

Official Employee

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243 Messages

Hi @user_ae7e88. My apologies that you have been having issues with the Xfinity Stream App on the firestick. Have you contacted us before and have a ticket opened about this?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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6 Messages

No, not this particular issue.  I originally tried to research the remedy myself using the Xfinity community forum.  I found it is a common issue with Firestick TV owners, it was addressed by other "Official Xfinity Employees" with remedy recommendations (that failed to fix).  It was never resolved and the conversation string closed.  It was the only one I found on the subject.

(edited)

Regular Visitor

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10 Messages

@user_ae7e88​ I am having the same problem and I have 3 fire sticks  I only have a problem with live streaming  Netflix, Amazon, Hulu and Apple are fine

Official Employee

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240 Messages

Hey there @1629ortizmaria, thanks for reaching out to us. We will be happy to assist you with the Stream app issue that you're experiencing. I just want to check, are you having this issue on any other devices? 

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

Visitor

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1 Message

5 m ago

I'm having the same latency issue on a Fire Stick 4K device... watching live tv on Xfinity Stream app has long lag/latency issues, picture goes out, etc.  Don't have an issue with any other app installed on the stick and I'm getting consistent 300-500Mbps wifi via my mesh so I know it's not a wifi issue.

Official Employee

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637 Messages

Welcome to our community forum, @WVUMTNRinGA! You've reached the perfect place to get help with your Stream app on the Fire Stick. What troubleshooting steps have you tried so far? Have you uninstalled and reinstalled the app? Are you having issues with the Stream app on other devices? 

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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Regular Visitor

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7 Messages

I have had problems of choppy playback as well. Every other app on the stick plays smoothly every time--that eliminates network speed and the stick itself. The number of complaints point to the app itself.

XfinityAmir

Official Employee

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6.9K Messages

Thanks for your comment stvn78, I have several Fire Sticks here in my testing center and I don't see this issue on any of them which means your firmware on the firestick needs to be updated or the app needs to be updated. You can update the app by uninstalling it in your app center, then add it back. Let us know if you continue to have issues, we are happy to help moving forward. 

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

Visitor

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9 Messages

@XfinityAmir​ I did as you suggested and Uninstalled and reinstalled the streaming app. It still freezes, normally during commercials. My firestick 4k is running OS 6.2.8.7. I wonder if advertisers know their commercials are not being seen? 

XfinityRaul

Official Employee

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692 Messages

Thank you for trying to resolve this by troubleshooting on your end as well, @user_b263f7. I'd like to take a further look into this by reviewing your account.

 

In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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

Visitor

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3 Messages

5 m ago

I have the very same issue and no fix available as far as I know.

Visitor

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3 Messages

5 m ago

I have the same exact problem.  All other apps work just fine.

XfinityDevin

Official Employee

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731 Messages

@user_83f6ba

Good morning! Thanks for letting us know that you have been having a similar concern with using your Firestick platform to stream the Xfintiy Stream app. Could you tell us what troubleshooting you have already tried and if any of the troubleshooting steps offered in this thread have helped at all, please?

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

Visitor

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2 Messages

@XfinityDevin​ we have checked the Wi-Fi speed, updated the fire cube, cleared the cashe, cleared the data, signed out, waited 10 mins. Restart and signed back in. Deleted app, downloaded app, signed in. Restarted cube hundreds of times. Nothing has helped. Again, the only time this is a problem is with the Xfinity app. The problem is yours and it’s unwatchable. The fact that we will pay a penalty to get out of a contract for unwatchable live TV is criminal.

Visitor

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5 Messages

I have done the same troubleshooting with no luck. The App continues to freeze.

XfinityEthan

Official Employee

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932 Messages

@JRB9. The best step is to put in a ticket to our advanced repair team. I recommend everybody put in tickets which brings attention to the issue. Let me know if you would like to do that. 

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

Visitor

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4 Messages

We all have contacted xfinity tech support and have not had a fix. Something changed on your beta app to create this issue or it could be a firestick update, either way it effects your service and you should be fixing it. What good does it do for any of us to keep chatting with tech support without a resolve? Or at least tell us it can’t be fixed. 

Visitor

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1 Message

5 m ago

I recently upgraded from the 2nd and 3rd  generation firestick to most recent one, firestick lite, because I was having the same issues. With the lite, it's been nonstop streaming and surfing, fast response.

When software becomes outdated, unfortunately, you have to upgrade to a newer, supported version, or it will always lag until it bricks. 

Visitor

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6 Messages

5 m ago

I invested in a Roku Ultra 4K (Amazon, $69.99) and no longer have issues.  While the Roku Ultra is considerably more in cost than the Roku Express $25-$30 or Firestick $30-$40 (Amazon), it has upgrades these do not.  The remote is also more intuitive than Roku Express and Firestick remotes.  Along with 2 extra buttons that can be programmed to the streaming channels of your choice, the volume and mute buttons are located on the right side of remote- much easier finding the right button without looking or pushing wrong buttons (aggravating).  Left side of remote has a headphone jack for private listening, earbuds are even included.  The remote is thicker overall and feels better in hand, easier to use with one hand, especially with the volume buttons on the side.  I find the other streaming remotes too small for my large hands and too often inadvertently push wrong buttons.  I only wish I had started with Roku before I spent the money on Firesticks that will have forever issues with certain Xfinity channels.....  

(edited)

Visitor

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1 Message

4 m ago

I have the exact same issue. We have multiple Firesticks, on multiple tv's (different brands). On every single one our Xfinity app constantly buffers and is slow. It is impossible to use. Other apps work fine. Please let me know if there is a solution. It seems to be a common issue. 

Visitor

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11 Messages

4 m ago

After my post above, I just happened to start reading recent reviews on this beta app. Many comments about the app freezing, even read a recent one with the same comment as mine, seems to freeze more during commercials, which is really strange. Obviously not an isolated problem, hopefully Xfinity will address.

Regular Visitor

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10 Messages

@user_1083e3​ Call them and make them aware because I think they are clueless please!!!!  I just called and they still didn't fix the problem and don't know what is going on!!!!!

Regular Visitor

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10 Messages

4 m ago

I have the same problem  At first I thought it was the tv  Live streaming is what the problem is  here  I can see Netflix and movies but when it comes to the Xfinity live streaming app sometimes it just freezes  It's so annoying  I have spent so much time trying to fix it without any luck

Visitor

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1 Message

4 m ago

I too am experiencing the same buffering issues when trying to stream from the Xfinity app on a 4K Firestick. I tried avoiding the problem by streaming on a different device (ipad) and chromecasting on an Nvidia. Initially, 3 months ago, it was the perfect alternate, no buffering. Now, it buffers worse than streaming on the 4K firestick.

Regular Visitor

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10 Messages

@user_5fd762​ I called Comcast this afternoon and they said they were not aware of anyone having this problem  The tech worked on it for a while and reset my modem and did some other things  It's still buffering and sometimes it goes just black  I think everyone having a problem should just blast them and make them aware!!!!!

Official Employee

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344 Messages

Hey there! I recommend removing and re-installing the Stream app. Are you having this issue with any other devices or apps? 

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

Visitor

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3 Messages

I have re-installed xfinity streaming apps at least twice on my New LG, a new Amazon ultra tv and a visio tv and the same for all the fire stick remotes. I still get the same freezing on all of them. I found that if I press the pause twice the freezing stops but I have to do this four times each half hour - it seems to freeze about every half hour. This is on any channel.

Is this the xfinity app or is it the amazon fire stick remote?

Thanks

Henry

Official Employee

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610 Messages

@user_a9c1da, thank you for sharing your feedback with us. On each devices are you using the same to sign in? Have you attempted to use any other username and if so can you confirm the same issue occurs?

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

Visitor

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3 Messages

I use the same name and password on all the tv's.

Visitor

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2 Messages

4 m ago

I am having the same issue. It is more prominent when a commercial comes on but also happens during streaming a show. We have this same issue on two different fire sticks and TV’s. Almost impossible to watch March madness. Please fix! Xfinity recommend me to change to just streaming since we have fire sticks. It used to work but doesn’t now! Thanks

Official Employee

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144 Messages

Hello @user_bb6406 We appreciate you taking the time to reach out to us today. Thanks for reporting this streaming issue on the fire stick to us. We'd be happy to troubleshoot with you in more detail so we can get you back up and running again. 

 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

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

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

Visitor

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5 Messages

4 m ago

I notice it on CNN and it starts on the Ads as well. I have a FireTV with it built in. 

XfinityAbbie

Official Employee

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1K Messages

@smithysmithsmith Thank you for letting us know you are experiencing issues as well. I would like to assist. 

 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

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

Visitor

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9 Messages

@XfinityAbbie​ just to let you know that I have dropped Xfinity streaming and opted to go with Hulu live. I just couldn't deal with the constant freezing. I have not had any freezing issues with Hulu using the same fire tv devices. Let me know if Xfinity fixes the issues. 

Contributor

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12 Messages

4 m ago

I have the exact same problem… with the same work arounds.   Same beta garbage!

Contributor

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12 Messages

4 m ago

I have also direct connected my fire tv 4K stick to my xfinity router internet ( with a very high ultimate sipped internet package)…and the xfinity streaming bete app still freezes??????

no other streaming app on my fire stick ever freezes….

this app has been bete for two or more years that I know of…. Why is that?    Looks like xfinity/Comcast  doesn’t care ????   

Visitor

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2 Messages

@user_9582bf​ I wonder when xfinity/Comcast will offer a reduction in monthly price until they are able to fix this well known problem?? I think it is time to notify the FCC that millions are having this problem.

Visitor

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2 Messages

I've called no less than 6 times and get the run around. I'll give them until the end of the month to fix it or I will notify FCC. I'm sure there are plenty of disgruntled people who are fed up at this point

Official Employee

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144 Messages

Hello @user_ae7e88 Thanks for reporting this to us. I know how frustrating it is when you can't watch the content you want. We'd be happy to help troubleshoot to get this resolved for you. 

 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

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

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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