Paramount+

@XfinityVictor​ I am also having serious (unwatchable) issues on Paramount when I watch on my tv. Netfliz and Prime work flawlessly, yet Paramount + is absolutely horrible. Why is this happening? What is XFINITY doing about this ? It has gotten progressibely WORSE over the past 2 weeks.

@user_kfsdhr Thanks for adding to the thread. What happens when you try to enjoy the app? 

Thank you for reaching out to us here. If you are experiencing issues with that app on our equipment we will be happy to look further into that from here for you.  

@Tek​ a lot of my friends have Verizon and they have no issue with paramount buffering and resolution but my Xfinity box hates Paramount

Hello @user_5qd593, thank you for your comment. Have you had a chance to try a few troubleshooting steps? This can often help resolve streaming issues quickly. You can start by relaunching the Paramount+ app and rebooting the affected device. If the issue continues, you can also clear the locally stored data by following these steps: Press the Xfinity button on your remote. Navigate to the gear icon and select Settings. Go to Privacy and press OK. Select Locally stored data and press OK. Confirm by pressing OK again to clear the data. Please let me know if you’ve tried these or if you’d like me to walk through them with you.

Hi there, @user_slh9im! Thanks for reaching out about the picture quality while using the Paramount+ app. I watched the UFC fight last Saturday and it came through crisp and clear. We are glad to further help so you see the same in your home. What troubleshooting steps have you tried so far?

This link shows our different TV box styles, https://www.xfinity.com/support/articles/x1-hub-vs-companion-box. Are you using the XG1v1 (it has a clock on the front of the TV box). I ask because those TV boxes do not support the apps as well and we recommend upgrading to a newer box like the XG1v3 or XG1v4 (if you have a 4K TV). 

@user_slh9im​ same. It claims surround and HD and you get 480p and stereo. I am told this is a known issue. 

@Xfinity Support I was told in a private DM that Paramount + currently has a memory issue on Xfinity Cable Boxes. Engineering is working on it. 

This issue happens on most X1 Boxes. Only solution is to use the Paramount App on a different platform like Roku.

I have the same exact issue.  I have restarted everything.   All other apps work fine.  Please fix this!

Good afternoon @haatsc, and thank you for letting us know that you are also experiencing issues streaming Paramount+ on XFINITY. That's one of my favorite apps so I understand where your frustrations are coming from and am happy to help troubleshoot to see if we need to get a ticket over to our repair team. To confirm,is this happening on all programs you try to watch or a specific program? Have you tried uninstalling and reinstalling the app? 

Thank you for letting us know that you are experiencing issues with your Paramount+ app as well @user_561xds. I see that you stated you already tried restarting everything. Have you also tried uninstalling and reinstalling the app? Are you experiencing any error messages on your screen as well?

We are having same problem .  Most of my friends do not use Xfinity for streaming and they have NO PROBLEM with Paramount + . 
Please fix this problem !

Hello @sealz, have you attempted any troubleshooting steps? 

Hey there user_l9n46k, thanks for reaching out through the community forums! Sorry to hear you were running into issues watching a live UFC event. To clarify, are you able to watch these events through Paramount+ on other platforms without an issue, or was it only when trying to watch them through an X1 set-top box?

I have the same problem. I can watch the fights on my phone or on line but get a blank screen on my TV's.

Hello tireman22! Thanks for sharing that you are having the same trouble as well. Are you having the issue when accessing the app through the X1 cable box or another streaming platform? 

Hi there, @user_atitto ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm sorry for the trouble you are having trying to watch Paramount+. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

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. 

Same thing. Black screen frozen on Xfinity 3rd party app…only on Paramount Plus. Unplugged smart TV, rebooted Xfinity box, clear Paramount cache and nothing works. Frustrating!

Hello @user_nj46e8 and thank you for reaching out on our Xfinity Community forum to make us aware of your issue as well.  

You state you are getting a black screen - have you tried saying "System Refresh" into your Xfinity Voice Remote or initiating that from the Help Menu?

Also, as a workaround - Could you try changing the resolution to either 1080i or 720p (as a temporary workaround) and let us know if that allows you to actually view content?

If neither of those helps, please let us know.  We'd be happy to further assist! 

Good afternoon user_kfsdhr. I will be happy to assist you, and to look into this further. Are you getting any error codes on your screen when attempting to access Paramount +? Often times they will start with TVAPPS, RDK, or XRE. What issue are you encountering? Is it a black screen, or freezing, or just not launching?

@user_kfsdhr​ Any updates from Xfinity?  Having this issue for weeks now

@user_kfsdhr​ what kin of TV do you have?

(before switching to the hotspot I was getting Error Code 3005 - video not available)

@user_ukuzzl Thanks for letting us know. What device are you using to stream from the app? 

@user_ukuzzl​ what kind of TV do you have?

I have spent HOURS on Chat, and with direct call contact with your technical support team.  They said they are fully aware of the issue and that the technical team has been working on it, and at the time, expected it to be resolved by 8/3.  They also said I was added to a list of customers that are known to have the issue, and that I would receive text updates.  I have received NO SUCH UPDATES. On 8/11 I reached out again and spent over 4 hours beginning with the chat team, explaining everything I have communicated and what I have been told previously.  They insist on going through the "20 questions" approach rather than communicating with your own technical team, asking me for all the details I have shared many, many times.  The last time the chat team gave up on me and said I would get a call...the phone rings and the person on the line begins with ALL THE SAME  QUESTIONS AGAIN...had no idea who I was or what my problem was and suggested I had been connected to them because I called them!!  The bottom line is that streaming Prime, Netflix, Peacock, all are fine.  When I try to stream Paramount+ using my Paramount+ account username and password, the connection fails after I am in Paramount+, but as it attempts to display my selected content with the Message " Something went wrong. Try again later"...no error code and no other explanation.  I can access Paramount+ via my phone without any issues.  Your folks know there is a problem, and having me start all over every time I try to get an update, is foolish, not to mention POOR CUSTOMER SERVICE.

I have unplugged and restarted my modem several times, but the connection to the TV is hard wired.  I have  rebooted the cable box several times.  I have even had you reboot the cable box and modem from your end.  I g=have logged out of my paramount+ account and re-entered the app form the TV.

Just read all the other posts with the same issue...