Xfinity beta streaming app freezes frequently

@EG​ How do I make my post public?

It is public. Disregard the poor wording in that sig. You're good.

Hello, @user_be4785. I hope you're having an awesome Friday morning. I'm sorry to hear you're experiencing the same issues with the beta app on your new Fire TV stick. Have you by any chance attempted to reset the Fire stick? How about the app, do you have the latest software version? 

Thanks for the suggestion.  I reset the Fire TV stick to factory default, and  I’ve updated it to the latest version.  I’ve reinstalled the Xfinity Beta app. My Fire TV connection is wired over ethernet.  The problem is worse than ever.  It’s now freezing every few minutes.  Any other suggestions.  This is not a new problem; it's just become worse over time.  Are there any plans to move the Xfinity app from Beta?  I've been using it for a few years.

This problem doesn't seem to affect other streaming services on the TV that are not streamed through the Xfinity app, ie. Netflix, Prime, etc.

At this time there have been no talks of moving it from beta yet. Since the TV is hardwired to the modem, have you swapped the ethernet cord with a new cord? Just want to make sure that all avenues have been ruled out. 

Hello, @swilkers. Thanks for taking the time to reach out to our team through Forums. Please try the steps below that have helped other customers.

(1) Remove the Xfinity streaming app from your Roku device.

(2)  Disconnect your router from your cable modem.  Have Xfinity send a signal to the modem with an update which will cause your modem to reboot.  You can also do this through their automated support via the My Account app for Xfinity.  You might also just try rebooting the modem and spare yourself the update process.

(3)  Reconnect your router to your modem once the modem fully reboots and shows that it is connected to the internet.

(4)  Reinstall the Xfinity App on your Roku.  You'll need to re-input your credentials and go through the verification process via the web.

Please let us know if that worked for you.

@XfinityRaul​ Same problem with both my Fire TV and Fire Sticks (3 different generations). Have done all of the above and there is no difference. I can be watching a show and it just stops, oddly it seems to happen more when commercials are playing. If I wait, it'll start again in 20 seconds or so, then go for a minute or less and stop again and keep repeating. Only solution is to exit the app or in the case of the Fire TV turn it off/on. Then I seem to be good for a while and it starts again. I do not have this problem with any other app on the TV or Stick, they play without hesitation. Signal is very good to all devices, one device is 3 feet from the Xfinity gateway. Appreciate any assistance in getting this corrected.

@XfinityRaul​ It didn't help.

@swilkers, 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

Thanks for taking the time to let us know you're having this issue too. Have you attempted any troubleshooting so far? If so, what have you done?

If you have some time, and haven't already done so, please try a fresh install of the app. If that doesn't help, a reset of the device may help. Please let us know what happens.

I’m also having this issues on every tv I have in the house with fire sticks.  And it’s only gotten worse since I first went to the app. I’ve deleted and reinstalled. I’ve rest the stick. Why does it work fairly well on RoKu but is awful on Amazon. Do you have something against Amazon? 

@user_dceppa Good afternoon! Thank you for reaching out to our Community Forums Team, and bringing your service concerns to our attention. I know how disappointing it can be when your services aren't working as designed. I would be happy to take a closer look into your services, and get you in the right direction for a resolution. To get started, can you please Direct Message your name, service address, and the User ID you are using for your Xfinity Stream App?

To send a "Peer to peer" 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

@user_c7bb6a​ Xfinity relayed earlier in this thread that there are no plans to move out of Beta.  They like to frustrate the customer, but I refuse to give them the extra monthly rental fee on a box for a TV that is not my primary.

@user_c7bb6a Hello and thank you for reaching out, and thank you also for that valuable feedback regarding the Xfinity Stream App. One of the best ways we can improve our customer experience for you and all our other loyal, valued Xfinity family members is through valuable feedback from valued customers just like you. I will definitely take note of your feedback so it can be passed along via our proper channels, and you can actually submit feedback at anytime by clicking here https://comca.st/3MqmuWp. If you need to make any changes to your account or current equipment, I would be more than happy to help as well. Please let me know if I can help in any way other than the obvious need for the Xfinity Stream App to be out of its Beta status, which again I am happy to relay.

We are still here to help and troubleshoot @user_be4785. You can reach us again by sending a direct message with your name and address. We can pick up where we left off and provide any additional assistance you need.

@user_be4785​ 

You have a Smart Tv that you can download you apps there and don’t use your firestick that is what I did because your Tv is connected By Ethernet you don’t need the fire stick because you will have the same apps. 

@user_8e4110​ My particular Samsung smart TV model does not have the Xfinity Beta app available which is why I had to get the Fire Stick. 

@Dianemb

Hello! Thank You for taking the time to reach out to post here in this thread. 😀 We very much appreciate you taking the time to provide us with your experience, knowledge, feedback, and suggestions. It is vital to our team in order to help us improve not only our products and services but the customer experience as well. Please take time to provide feedback using this link as well - https://comca.st/3mrPPoN

I would be happy to take a look at your account with you. To get started, and to locate the account, please send our team a direct message with your full name and full address. Thanks!

To send a "Direct Message" message:

• Click "Sign In" if necessary
• Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
• 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

I have installed a new Fire Stick 4k Max, and the buffering problem still exists ONLY with the Xfinity BETA app and no other streaming service.  Stop making excuses for your inferior product, and move this app out of BETA once and for all.

@sim63​ THANK YOU. Comcast is the only company that steers users on forums for issues to private chats instead of discussing the issue out in the open. people need to get into the habit of saying, "no, we can troubleshoot right here on the forum so that everyone can see what we tried and what did or didn"/ work."

We only steer our customers concerns to a private message when it involves having to ask for account details and personal information to get started on troubleshooting. We do everything we can in a public setting, we do have steps to troubleshoot and not have to ask for account details. We do have advanced tools to troubleshoot any issue but that also requires us to get account information and details. We take our customers privacy and protection of their identity very seriously on any platform and we will never ask for this information in a public.

@XfinityMiguel​ but you always ask for account info. even when i hit the chat bot and ask for an agent, the first thing they say is "hi, hope you're having a lovely day! can you please provide me with your full name or (insert other personal account detail)?"

without fail, 1,000 times out of 1,000.

reading the comments it is painfully obvious if this had a direct troubleshoot then thousands upon thousands wouldn't all be reporting the same problem without a single person reporting the fix, workaround, or solution.

@user_66a3e1​ Spot on.

Absolutely -- They have no intention of resolving the issue. It isn't in their financial interest.

Of course they are playing dumb... how many reports do they need to understand that this app does not work reliably for anyone on any platform. The repeated "...have you tried uninstalling/reinstalling?" response to every report clearly shows that they just don't care.

Hey there @user_a4dd91! Thank you for taking the time out of your day to reach out to us here on Forums! We are sorry you are having issues with your TV services on the Xfinity app, and that you were not able to get back into your plan when looking to switch back! This is not the experience we want for our valued members! 

Could you please send our team a direct message with your full name and full address?

To send a "Direct Message" message:

• Click "Sign In" if necessary
• Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
• 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

@user_4eb058​ I was charged for a service visit by [edit: inflammatory] technician who couldn't tell me what was wrong.  It was exhausting to finally get the charge reversed. 

Hello @user_4eb058, thank you for reaching out to us! We will be happy to help! We would like to follow up after your appointment to see how things went. Can you please send our team a direct message with your full name and full address?

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

@user_4eb058​ It appears that Comcast has finally moved the Xfinity Stream streaming app out of BETA.  There is a new logo (white on purple) that has replaced the older BETA icon.  So far, the buffering issues have not occurred.  After 2 plus years, perhaps the squeaky wheel got some oil.

Mine are still occurring. I've tried EVERYTHING they have suggested. So annoying for the money we pay.