Fire Stick Freezes

@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.

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?

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.

@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

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? 

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 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.

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. 

@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? 

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?

@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?

@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.

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

@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. 

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. 

@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!!!!!

@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!!!!!

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

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

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

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

@XfinityJessicaA​ garbage -  you a lying [Edited: "Inflammatory"]

@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.

@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. 

@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.

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

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

[Edited: "Language"] you [Edited: "Language"]  cheats

@smithysmithsmith​ I agree. It seems to only be channels with commercials. Movie channels i.e. HBO, Showtime, etc. do not freeze. Just during live television, specifically during commercials.