Xfinity Stream App Freezes

@a_christian

I hate to hear this has been your experience and would love to investigate this for you! Please send us a PM with your first and last name, as well as house numbers to your service address. To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

I agree! I have tried deleting the app then reload and unplugged my TV as recommended. I called about this issue as well. This is not a TV issues this is poor quality application programming. I do not have this issue with another app...for example, Netflix and Disney+. Based on the other comments, a new app needs to be deployed. Better testing and implementation! Customers are paying too much money for this kind of service. Find out what kind of programming is with the top performance Netflix App and duplicate. Xfinity has known about this for a long time. Xfinity needs to take pride in their product and resolve this issue without a litany of complaints 

Hello, @user_0b4cd1. Thank you for your comment and feedback about the Xfinity Stream app. I am sorry t hear this has been your experience with the app, as this is definitely not what we want for you. What was the outcome of your phone call about this? Was a ticket opened for you?

The outcome of the calls, is the app is still not working and I did not get a call back. The best approach to resolve this issue, is to upgrade the version of the app. 

Thank you for letting us know. If you would like us to process a ticket to have this looked into and resolved, send us a PM and we will make sure that a ticket is opened to have the app verified and sent to the proper team to have any app issues resolved. 

@user_90761d​  Its sad but true, they will NEVER fix this issue.  They want you to rent their cable box and pay the monthly fee.  The XFINITY streaming Beta app is pure garbage.

I agree! Clearly they see multiple people in multiple areas are having issues. A clear sign that something is wrong with the app!! Please have your developers to fix the app. 

I've done a little homework here. My Xfinity streaming app was working pretty well on three different Roku devices... until I replaced my Cisco Meraki WiFi access points with Unifi WiFi 6 Lites. Now I have the same problem as the rest of you on this thread. None of the other streaming apps (Netflix, Amazon, Apple, Disney) have a problem with the new WiFi set-up... but the Xfinity does. So it definitely needs some (software) tuning up. My WiFi coverage should be (and is) greatly improved with the new gear, but something has changed. I think the issue with the Xfinity app is that it just does not recover very well from minor data disruptions. I hard-wired one of the RoKu's with a gig ethernet connection and now the Xfinity app works about as well as can be expected. I think the Xfinity app demands a pristine WiFi connection, which can be difficult, if not impossible to provide.

The problem appears to be Comcast wants customers to rent a modem/router at $14/mo , the other "odd" thing is that the app does not freeze during some sporting events such as NFL games because Comcast rightly knows how upset customers would get for that disruption. anyone else notice that? 

I still rent my router/modem and I have the same problem.

Hello @norton163! Thank you for reaching out to us here via Forums. Are you still experiencing issues with your Stream app? 

yes I am still having the issue. support phone call which lasted almost an hour did not help at all. still random freezing. uninstalled the apps, support removed from their end, reinstalled and deprovisioned. what now? I have a legitimate reason to break my contract and move over to Verizon if this cannot be fixed.

 Its sad but true, they will NEVER fix this issue.  They want you to rent their cable box and pay the monthly fee.  The XFINITY streaming Beta app is pure garbage.

Hey @user_0902la! Thank you for taking the time to reach out and being part of the Xfinity family. I'd be happy to look into this for you. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

@XfinityAntoine​ I don’t see any way to PM. If you mean start a conversation, your name isn’t in the list of @Xfinity names, so I can’t respond to you that way. The only additional info I can provide is it seems to often happen during commercials and especially between the last commercial and the start of the main program. Certain channels are worse than others—ID, Smithsonian, and LMN seem to have this problem a lot.

Hi @user_0902la!

As a heads up, we made change to your username but if you would like to change it to something else that is within our Forum guidelines, you certainly can :) 

When those channels are skipping, do you ever notice that your internet connection is having trouble as well? Have you ever tried to restart the modem to see if that resolves it? Is there another HDMI port that you can test the Firestick with?

If none of those help to fix the glitching, you can send a direct message to us, using the following instructions:

(Full credit to @BruceW for this excellent explanation and @Again for the picture!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon:

 

 

or https://comca.st/3Jglse3

 • 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

See https://comca.st/3sxrArC for an example.

@user_90761d Please send us a PM with your first and last name, as well as house numbers to your service address.

@XfinityHeather​ 

i just sent Xfinity Support the personal info you requested. 

@user_90761d​  the problems qirth xfinity can be easilu solved but they dont want to put money into it most of yhe tv cable boxes are out dated and not upgraded thier nightly checks on them for up dates only update the program  guide so intill they decide to act ot wolll only get worsr Ive gone thru 3 othe boxrd up to the 4 one none have worked as I was told they would so Im leaving comcast thier subsriptions this year for tv are down 40% nusineed accounts are doe 30% So they are fast putting themselves out of business

Thank you for reaching out on the forums, @user_ba29f8
We appreciate those details as we work together to help get this issue resolved with streaming. That is awesome to hear that they were able to remove the charge for the service call for you. We would be more than happy to continue to assist you with this so that you can enjoy your shows on compatible devices. Please send us a Direct Message so that we can get started.

@user_ba29f8​ I have made over 8 calls to Xfinity support and had two technicians come out to the house.  Still no fix!  And guess what, they will never fix this issue. 

The support folks are nice but I think even they know this app will never be off Beta and the freezing will never be fixed.  The Xfinity model is to get people to rent their boxes.  By volume they pay pennies per box and charge us $7.95 per month for the privilege.  So live with the freezing or rent their box, that's the real bottom line.

@user_dd1f45​ I've been through the same wringer as the rest of you. Months of troubleshooting, tech visits, uninstalling, reinstalling, reboot, send reset signal, send another reset signal, talk to tier 2 etc. When nothings works, rinse and repeat! The endless merry-go-round never ends. Then, when you have complained enough, they will tell you they ran a tool and your model TV is not compatible!! I'm like huh? You are now telling me after months of troubleshooting suddenly my TV is not compatible? What a crock!

Xfinity is very clever about covering up their service problems. Requesting you send them a PM. And behind the scenes, everyone is having fun on the merry-go-round! And solutions to any real problems posted here seem far and none.

I have been having the same issues for at least a month now since upgrading my service. Paying more and TV isn't working. I even got a new Xfinity box delivered after speaking with a rep in a brick and mortar store, but the issue still persists. Very annoyed. 

Hi there @IndieGibbard! Thank you so much for reaching out to us here via Forums to let us know you are experiencing issues. To confirm, this issue is just with the Stream app correct? What make and model is your TV? 

We will be happy to look further into this for you. 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

@user_0902la​ I've had the app crash back to the main menu just watching a channel. This past weekend the app was crashing the entire TV! We were watching the SYFY channel when it completely froze. Couldn't even arrow back or get to the Samsung home screen. Had to hold down the power button on the remote until the TV rebooted.

Oh yes, this is normal for the Beta app.  When you start to scroll up or down the channel listing it will freeze then restart the app.  Xfinity will never fix this or any other issue as they want their loyal follower to rent boxes.  Bottom line.... live with the crappy app or rent a box, those are your choices.

@user_0902la​ I have the same problem with the screen freezing while watching tv using the Xfinity app. I also have the same problem if scrolling through the channel guide too fast the screen freezes and I have to close the app. So aggravating, no wonder so many people I know are canceling Xfinity for their cable/streaming service. 

Hello @user_73af19  thank you so much for your feedback regarding this app freezing issue. What devices are you using this on when the freeing issue occurs? Does this happen on multiple devices?  We do have several troubleshooting steps that may help with this issue 

https://www.xfinity.com/support/articles/troubleshooting-stream-portal-and-app

Please let us know if these steps help resolve the issue. If you would like to speak with us 1-1, please send us a PM. 

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

@user_06d2c5 I would like the opportunity to look at your account and the service issues you have reported.

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

To send a Private message to Xfinity Support from any Forum page:

Click "Sign In" if that prompt is visible

• Click the "Direct Messaging" 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_06d2c5​ Please note that the request for Private message is because they don't want public notices of the issues!

All,

We apologize for the confusion. Direct/private messages are only used in the community if we need to share/receive account specific details. This is done in order to protect the accounts and privacy of our customers. Once we have details that will impact or help all customers we will be sure to share them publicly. 

I have found threads going back to 2018 on this issue. Is Xfinity really saying it can’t figure this out?  I have a brand new tv, and the xfinity app is the only one that crashes or freezes. It happens repeatedly during any sitting, and it is infuriating. It’s 2022, guys- get it together, and fix it!  With the amount people are paying for your service, no one should have to be consistently doing hard resets or uninstalling/ reinstalling your app just to get it to work. I never had a problem until I turned my cable box in, so like many others, I am forced to conclude that these flaws with the app are designed to keep people paying for Xfinity equipment.  

Hello @user_61c459 I am sorry t hear that you are continuing to have issues with the Xfinity Stream app. I would like to look into this further for you. Before we get started, 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