U

Visitor

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2 Messages

Sat, Jan 15, 2022 2:32 AM

Closed

Xfinity App constantly buffering

Every time I use out Xfinity app on our smart TV it is constantly buffering. I have deleted and reinstalled the app several times. I have checked and rebooted the modem as well. This is the ONLY app on my TV that I have an issue with. It happens with live tv as well as a recent movie that I purchased through my account as well. It is beyond frustrating. Please advise. 

DreamSayerZ

Contributor

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190 Messages

7 m ago

What brand tv are you having the problem with?

Visitor

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2 Messages

7 m ago

LG. I might add that I have done all of the TV updates as well. 

DreamSayerZ

Contributor

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190 Messages

@user_d763ec Was just curious. I have a Samsung TV and the same issues. App is problematic on both LG and Samsung TVs. A lot of complaints here in the forums. Xfinity is aware. I hope they fix it soon.

Visitor

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1 Message

7 m ago

Having the same issue.    With multiple different TVs and on the app.    I'm checked the internet speed, restarted the modem/ router.    Hasn't solved the problem.   This doesn't happen with any other streaming service (e.g. Netflix, Amazon, Peacock) except the Xfinity Stream app.    Can someone from Xfinity please advise about how to correct this?

XfinityAnna

Official Employee

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658 Messages

7 m ago

Thank you for reaching out over Xfinity Forums @user_d763ec. I truly can't imagine the frustration you must feel. It is awful to sit down to enjoy a show or movie and having it buffer. Our team would be happy to look into this for you. 
 
I am not showing a known problem at this moment, so let's dig a little deeper into your specific app. You mentioned trying the basic troubleshooting (uninstall, reinstall, reboot modem, check connections). Can you also make sure that the TV itself has not automatically connected to an Xfinity hotspot and not your in-home connection?
 
I am sure working together we will get to the bottom of this. I would like to refresh your account and send some signals that very well might clear things up for you. Can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

Visitor

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1 Message

@XfinityAnna

I'd like to see the answer to this, as we have paid for a movie we can't watch.  Just signed up for Xfinity and are wondering if we made the wrong choice 

Official Employee

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255 Messages

Oh no! Extremely sorry for any issues with the services. 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:
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

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Visitor

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1 Message

6 m ago

SAME exact issue.

Just signed up for the 1200 internet service (not seeing that speed so far, 24hrs in)... opted to go with the streaming and not pay for a box to hook to the Samsung Series 7 smart tv (less than 3 months old)...

Stream feed is unwatchable...every couple minutes it will freeze/buffer. Sometimes going completely blank with nothing on the screen at all.

Same TV, same connection, Hulu has NO issues, Netflux, Paramount+, Disney, all others stream fine. But the add-on TV we are paying for cant be watched.

It seems to stream fine to the phone app.
The TV is less than 3ft from the Xfinity device, so it has plenty of signal.

Which is a second issue... When signing up at the store was told the 'TVs have to be hooked to the router for the streaming to work, but the PHONE app an be watched anywhere'...

*WRONG*

Tried to watch the phone app while eating lunch and the app refused to play ANY channel (tried 5 channels, USA, History, etc,  NONE 'premium') with an error saying 'due to licensing issues you MUST be connected to your home router to watch streaming'... WHAT good is the mobile app if I have a big screen TV in the only location the mobile app will stream at??

(edited)

Visitor

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1 Message

6 m ago

Same issue, only on Xfinity app. on both smart TV's. Had a service tech out and was told I need to upgrade my Modem. $147 later same issue. My download speed is at 294mbps. I've uninstalled the Xfinity app and reinstalled. Problem doesn't go away.

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