Xfinity Stream App disconnection

Trying to figure out what I should do to solve this - whenever I use the Xfinity Stream app, I will lose connection randomly though probably at least every hour (it's not hourly though, I've checked that). This also happens when using another streaming app and an Xfinity login like Fox Sports or ESPN. Funnily if I am on ESPN+ the internet never drops. Computer is in the same room on the same wifi and it never drops. Everything points to something with Xfinity.

I've done all the obvious troubleshooting - restarted modem, restarted firestick, removed and reinstalled the apps. Same thing over and over. Probably been going on for at least 6 months that I've noticed.

Any suggestions I may have missed?

Note - I picked "Xfinity Stream Website" as the topic even though it's not technically the website, but the app on firestick.

Responses

XfinityMarcus

Official Employee

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1.1K Messages

7 days ago

user_czkzm5 thank you for using the Community Forums page to reach out today regarding your Xfinity Stream app connection concerns. I know losing connection during one of my programs would be a frustrating experience, so let's get this corrected for you. Firstly, what device are you using to access the Xfinity Stream app? For example is it a smartphone or tablet device? Or are you using something else entirely?

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XfinityMarcus

Official Employee

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1.1K Messages

7 days ago

user_czkzm5 My apologies right at the end you specified the Firestick. Is this the only device that you have an issue with the app on?

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U

user_czkzm5

4 Messages

6 days ago

Primarily fire stick but i also use it on tablet/phone occasionally but never have the same issue.

when this happens on the Xfinity stream app i can just push up on the firestick remote and it will resume streaming. On the espn app however it will bring me back to the espn loading page.

neither happen if I watch something on my iPad or iPhone.

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XfinityDena

Official Employee

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2.7K Messages

Have you troubleshooted the Fire stick since you are using the stream app on that platform?

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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6 days ago

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user_czkzm5

4 Messages

4 days ago

Yes I have. Narrowed it down to using any app on the firestick that requires an Xfinity login. Xfinity stream obviously but yesterday NBC had the same issue. ESPN does if I use the Xfinity login (to watch something on espn or espn2), but espn+ never drops WiFi and espn+ is unrelated to Xfinity.

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XfinityPeterH

Official Employee

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1.5K Messages

user_czkzm5 Thanks for getting back to us and letting us know about your findings. Since this issue seems to only happen on the Firestick it sounds like we might have found the issue. We can take a deeper look and make sure everything is correct. Please feel free to send us your full name and complete address in a direct message:

Here is a great step by step process on how to send us a direct message.

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "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

Check out for example on how to send us a Direct Message: https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

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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Reply

4 days ago

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user_czkzm5

4 Messages

So it happened on my iPad last night. Just drops enough that I have to close the app and restart it. At least on the fire stick I can just push the up arrow and click play and it restarts. Now I’m completely stumped.

didn’t take a picture but it’s the black screen with the three little dots and says you are no longer connected to the internet.

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1 day ago

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Xfinity Stream Website

user_czkzm5

Xfinity Stream App disconnection

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