Fire Stick Freezes

Hello, @user_9582bf! I'm sad to hear you are still having issues with our Xfinity app via your Fire stick. I am happy to troubleshoot if you would like. If you are an Xfinity internet only customer, we also offer our Xfinity Flex box for free which would allow you to use the app without logging into your Firestick. Please let me know if you would like more information on this. You can also see it here: https://comca.st/3uHdNRS.

@user_1083e3​ Good findings! I have the same results here as well. Commercials now days have location specific commercials. So people in Nashville, TN only see the network commercials and a few local Nashville related ones, not Denver, CO advertisments. I wonder if there is an issue with the firestick not correctly identifying the location causing some pausing issues? Either way, it seems that Xfinity should be able to test it and see it happening as it is easily reproduced. The TV GO channels work great and some normal channels work with as well. 

Fun fact - My issue I noticed was on CNN. You mention HGTV, Discovery, etc..

Turner Broadcasting System, Inc. is an American television and media conglomerate, part of Warner Bros. Discovery. (which is the company of the channels you mention) Among its main properties were its namesake TBS, TNT, CNN, and TruTV.

So it may indeed have something to with that parent company and how they feed Xfinity.

I have the same issue when I watch CNN. I will see if the freezing issue happens when I watch a different channel. I have a Roku and no problems with the Roku, it's only with the fire stick tv that it freezes.

@user_93e9a2​ Thanks for your input that pretty much sums up the problem.  I've noticed how this conversation string has failed to get any Xfinity experts commenting- unplugging, uninstalling, reinstalling, powering back up after waiting 20 seconds seems to be their go-to recommended fixes- however, none  work.  As I posted earlier, my solution was to spend more $$ on Roku equipment, the ultra version being pretty decent.  I only wish I knew this problem existed before deciding to spend the $$ on Fire Sticks. It could be theorized that Xfinity did meet/communicate with the heads of these device suppliers, and struck a deal with Roku, hence why Xfinity seems to reference only Roku.  During one of my trouble calls, early on, the 'specialist' kept referring to my Fire Stick as a Roku, after correcting the expert for the third time, (by then I was highly frustrated), I may have said it a bit slower and a lot louder, lol, I think they finally got it.  BTW- I learned the 'technician' I was communicating with was located in the Philippines, me in CT USA.  I use the Fire Sticks on the TVs I don't use much, but the problem is consistent on all of them.  A pain when you don't have your remote handy- one of my TVs I watch when taking a shower (forget trying to watch sports), it isn't feasible to have to keep a finger on the remote to remedy a problem.  It has been established- the freezing has a common pattern, I'm no expert, but this being a 'BETA' version, this is a bug, right?!  Fix it!  One last ironic tidbit- Amongst the places it freezes, there is one ad it never misses- f'ing Xfinity! Their giant name emblazoned across the screen for 20 to 30 seconds, that is, if you don't have your finger on the trigger (the remote, not a gun like I sometimes wish), coincidence or Xfinity/Roku conspiracy??  They turned me over.....

@user_ae7e88. I appreciate the details and the time on this issue. I don't see any known issues and the best step is a ticket to bring attention to the issue. The more tickets we get the better. I know you have talked to agents and have had tickets a month ago, but since it has been that long a new one would be great and we can work on it from there and have more paths to take. Let me know if you would like to do that. 

@user_93e9a2​ I am really impressed by your persistence and understanding of the problem and unseen effects it certainly is having to the customer base.  Sounds like you have made remarkable progress in getting the attention of the right people.  I gave up and why I caved in and bought Rokus (no more freezing).   Another subject you touched on, is how so many of their technicians (phone/in person) have voiced conflicting diagnoses/fixes.  I wish I kept a log of the problems and how many completely different recommendations I was told for the same problem.  In the past year, I've had 3 different service issues, I had to keep calling until I got lucky and got a real expert that knew what was wrong and remedied it in a fraction of the time I spent phoning, talking, chatting trying to find a real technician, not to mention the anxiety and irritation of having to go through it all.  I once thought Comcast was head and shoulders above the rest, that was a long time ago, not so much these days. Unfortunately, I am stuck with what we get because we are semi-rural and don't have many choices [that aren't worse]. 

@user_5f88a8 Thank you for reaching out on the Xfinity Forums. My apologies that you have been having issues with the Xfinity Stream App on the fire stick. Have you contacted us before and have a ticket opened about this? 

@User-vail Thank you for reaching out on the Xfinity Forums. I'm sorry to hear that you have been having issues with the Xfinity Stream App on the fire stick. I'll be happy to troubleshoot with you if you would like?

I have gone through trouble shooting several times and had two techs come to my home. They all want to blame the fire stick but your app constantly buffers on my iPad as well. I have spoken to several people, mainly Xfinity employees and they all agree that this app is not being tended to. I don’t think I have ever seen a streaming app remain in the testing phase so long. Disney, paramount, peloton, and so many others started their streaming app long after Xfinity and have completed it. I just bought a brand new television and they will not allow your app at this time either, which was the other excuses by Xfinity employees to the app issues. I just don’t believe your company wants to complete the programming of this app because you do not want to lose the additional equipment fees. Which by the way, how can you sell a service that won’t work?  You know cable will not be provided without the proper equipment but decide not to provide the equipment without charging additional fees.  It is like buying a television without the remote then telling people, too bad, if you want to be able to use your television, you must pay another $100 a month. It is wrong, hence why people are moving away from cable. We are all sick of it. 

Please know that your satisfaction with the services and support that we provide is always our top priority. From an app perspective our teams are always working to bring cutting edge options to our customers. Our Xfinity Flex platform is truly amazing, Peacock and other options that we are developing are some of my favorite platforms out there. Peacock truly has one of the greatest selections of popular content and at no cost to our valued customers, just being a part of the Xfinity family of internet users. Rest assured, your experience is always on the front of our goals! Appreciate the feedback and time you took reaching out to us. 

Hi, @user_b9c221. We want to get tickets opened for this and are glad you guys are working through the problem with us. I was wondering if your Firestick is on WiFi or if you have it wired with an ethernet cable? 

@user_b9c221​ Exactly!  

@user_6f8dfb​ I posted similar issues months ago and to date nothing has been done. I don't know what commercials have to do with it (but they do!). I can watch an entire show segment and then the commercial comes on and low and behold will freeze up, usually at the end of said commercial. Hit Play/pause twice and it starts again only to more than likely stop before that commercial finishes. Once I get back to the program, the program itself freezes maybe once, twice, three times (hit play/pause to restart it) and then it seems fine again until the next commercial break. Sometimes it'll get through all the commercials, most times it doesn't. Another recent problem is the locking up of the Xfinity channel guide on any Fire device followed by a reboot or a return to the Fire welcome screen. What a joke. Tech support knows nothing about it, how can that be? Do the "official employees" read the stuff here and then not report to anybody? Seems to be the case. Again, only with the Xfinity app do I have this issue, no other app is freezing up during the show or during commercials. My contract is up in July, there are shows I like on Xfinity and would like to keep the service, but not if I have to hold a remote control in my hand the entire time I watch TV. Probably just time to move on to YoutubeTV or Hulu where these issues don't exist. Sad : (

Your satisfaction means the world to us! I am an avid user of the Xfinity Stream platform and want to help. Please allow us to investigate and get this figured out.

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:
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• 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

@user_1083e3​ All the Xfinity employees play ignorant when I call in. They say that they personally use the streaming app at home and don’t have any issues. They act as if I am the only person this is happening to.  There are obviously underlying reasons that Xfinity does not want to fix or complete the development of their app. One tech, which came to my house, told me that Amazon changes the coding of the Xfinity app to work with the fire stick, thus causing issues.  I told him, along with several other Xfinity support personnel, the app freezes and buffers on my iPad and computer too.  Excuses and lies are means of diverting responsibility.