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user_aaebn2
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Thursday, May 28th, 2026 8:45 PM

Visio TV and Amazon FireStick issues

I have a Visio TV Model v506-an and I am having the following issues with an Amazon Firestick HD @nd Generation.  My WIFI is 5GHz with an Excellent Strength.  My issues are:

1. When turning on the TV with the Firestick Remote, I am frequently asked to update settings.  This is probably a Firestick issue.

2. When using Xfinity Streaming and watching CNN, ABC, TBS, etc. the audio stops.  This happens after approximately 20 minutes.

3. When using Xfinity Streaming the picture freezes up.

I also have an Insignia Fire TV and I have no issues.

Thanks for any and all help.

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XfinityAbby

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902 Messages

22 hours ago

Thank you for letting us know @user_aaebn2 I know it can be frustrating when your streaming is not working properly. When this happens have you attempted any troubleshooting or reset the TV/fire stick. Have you attempted deleting the Xfinity stream app and redownloading it as well? 

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user_aaebn2

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@XfinityAbby​,  I went to an xfinity store and signed up for the xfinity pro service.  I was able to get a wifi extender, that is up and running.  Hoeve, I am still having audio issues with CNN, ABC and TBS.  In addition with the extender the signal went from 5 GHz to 2.4 GHz.  I am waiting on xfinity to begin their wifi health check

Thanks.

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1 hour ago

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XfinityTommy

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2.8K Messages

Thank you for the heads-up user_aaebn2. Appreciate the details! Could I please ask what exactly the audio issues would be that are impacting the system?

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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1 hour ago

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user_aaebn2

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As an example, with CNN toe Audio stops when a commercial starts and you can't get it back unless you go back a step or two.  With ABC and TBS all looks the stops are random.  However you need to go back a step or two and launch the app again.

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1 hour ago

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XfinityTommy

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2.8K Messages

user_aaebn2 Are any other apps on the FIrestick having issues or is just the Xfinity Stream app?

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 hour ago

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user_aaebn2

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I replied, but I dont see it.

With CNN when a commercial starts the audio stops.

With TBS and ABC the audio stops are random.

In all cases I need to got back a step or two and go back to the channel.  Audio then works until.....

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1 hour ago

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user_aaebn2

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1 hour ago

My issues are only with the xfinity streaming app.

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