U

Visitor

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1 Message

Sun, Dec 5, 2021 2:09 PM

Xfinity Stream App Freezes

Xfinity Stream app keeps freezing for about 10 15 seconds periodically. This occurs on 3 different SamrTVs - @ Samsung and 1 LG. This can be very annoying. None of the other non-Xfinity apps freezes; only Xfinity Stream. How do we fix? Thanks.

Official Employee

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238 Messages

6 m ago

Hello, @user_47bbfc! Thank you for bringing your concerns about the Xfinity Stream app to our community. We definitely understand the importance of connecting to all of your services, especially around the holidays! And I'd love to help however I can :) Please review the following information about our Xfinity Stream App and Portal Troubleshooting and let us know if any of these steps help resolve your freezing issues. If not, there may be some other troubleshooting steps we can try. Keep in mind that common fixes can include uninstalling and re-installing the app on any devices having this problem as well.

Visitor

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3 Messages

4 m ago

None of these recommended "fixes" actually work.  I've tried deleting the app then reload, force quit, and a collection of other "fixes" I've found in a Google search and the app still freezes.  I've monitored the data stream going to the TV and it is not a buffering problem but more like an app issue.  Xfinity has known about this for a long time but they haven't been able to solve the issue.

Official Employee

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769 Messages

@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 am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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6 Messages

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 

Official Employee

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485 Messages

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?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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6 Messages

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. 

Official Employee

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287 Messages

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. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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6 Messages

4 m ago

Hello All Y’all!

I have this same issue on (3) TVs. I’ve followed the troubleshooting steps listed in this thread and I STILL have the freezing issues. 

Please provide me with the next step so this issue can be resolved. 

Thank You!

brouiguuy1

New Poster

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16 Messages

@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.

Visitor

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2 Messages

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. 

Visitor

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1 Message

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.

Visitor

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2 Messages

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? 

Visitor

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1 Message

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

New Poster

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4 Messages

4 m ago

Same here. Ready for Verizon if this continues. 

Official Employee

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568 Messages

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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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New Poster

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4 Messages

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.

brouiguuy1

New Poster

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16 Messages

 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.

Regular Visitor

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9 Messages

4 m ago

Same issue here. Happens on some channels more than others, but when it does, I end up missing 5-10 seconds randomly. I am using a Fire Stick 4K.

Official Employee

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405 Messages

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?

(edited)

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

Regular Visitor

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9 Messages

@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.

XfinityGina

Official Employee

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539 Messages

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.

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

Visitor

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6 Messages

4 m ago

Good Morning Everyone!

Xfinity Representatives: please note that this morning I experienced (2) times when your Xfinity App frozen while watching CNN. This happened when I only had (1) TV on and my iPhone was active on my Xfinity Internet network. 

To assist Xfinity with their troubleshooting steps, I ran a test to show the speed of my network. My results were: 955 Mbps Download and 42 Mbps Upload. This was taken at the moment the (2) freezes, but very close to the time. 

Thank You!

Official Employee

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769 Messages

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

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

Visitor

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6 Messages

@XfinityHeather​ 

i just sent Xfinity Support the personal info you requested. 

Visitor

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3 Messages

4 m ago

We've had the same problem from day one. Numerous calls and they finally sent someone over to look and then they CHARGED ME $70 for the service call without informing me. I complained and they removed the charge but of course there's nothing wrong with my connection or wiring ... the app is terrible! On my Samsung TV it says BETA but on the Roku it doesn't say that and it doesn't freeze ... this my be the only work around. I love my Samsung curved TV but the Roku app is better.

Official Employee

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159 Messages

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.

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
brouiguuy1

New Poster

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16 Messages

@user_ba29f8I 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.

Visitor

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6 Messages

4 m ago

Please provide some instructions on how I’m supposed to send you a PM. 

Thank You!

Visitor

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2 Messages

4 m ago

I’ve had the same issue consistently for over a year using Xfinity Beta on a Samsung TV. Drives me nuts. I’ve tried the troubleshooting steps and have talked with customer service and was told “it’s a beta application and you should get a streaming box”. Poor response and service from    Xfinity. Don’t offer products if they don’t work.

Visitor

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2 Messages

4 m ago

I’ve had the same issue consistently for over a year using Xfinity Beta on a Samsung TV. Drives me nuts. I’ve tried the troubleshooting steps and have talked with customer service and was told “it’s a beta application and you should get a streaming box”. Poor response and service from    Xfinity. Don’t offer products if they don’t work.

Visitor

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6 Messages

4 m ago

I have spent hours dealing with various levels - departments within Xfinity about this streaming - freezing issue right through this morning when they sent a Tech out to confirm not a cable - signal hardware issue!  Xfinity IS NOT GOING TO ACKNOWLEDGE IT IS THEIR STREAMING APPLICATION THAT IS THE ISSUE. So long as they can say it is Beta version, they will hide behind this including asking customers to send them PM (Private Message) when customer is not satisfied with their community responses.  Until the "community organizes as a large group and demands information on what specifically is behind this problem, that is, the application is faulty and say what they are really doing about it NOTHING WILL CHANGE.

I for one intend to do search to see if any complaints have been filed with the Federal Commuinications Commission in this regard and either add my name to same or file a new complaint! (Better Business Bureau too)! I realize they will continue point at Beta version but there is no legitimate reason for them not to acknowledge what the real issue is & what they are doing about it. It simply is not right to force us as customers to go through so many phone calls & trouble shooting efforts which they know have nothing to do with the real issue! My latest example was yesterday dealing with senior tech support representative that had me go around to each TV and confirm Firestick application was properly functioning & other procedures.  There is no doubt in my mind this individual knew what the issue was but wouldn't say so!

[Edited: "Solicitation"]

(edited)

DreamSayerZ

Contributor

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180 Messages

@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.

(edited)

Visitor

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1 Message

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. 

Official Employee

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568 Messages

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? 

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

Visitor

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1 Message

4 m ago

I have been having the same issues these other people describe, and have done all the trouble shooting.  When will there be an app that works like it should.

Regular Visitor

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9 Messages

4 m ago

Besides the freezing, I’m wondering if others here are having the same problem with the app crashing if you scroll too far or too fast when in channel grid view? How did that particular bug get past QA?

Official Employee

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152 Messages

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

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
DreamSayerZ

Contributor

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180 Messages

@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.

brouiguuy1

New Poster

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16 Messages

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.

Visitor

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1 Message

@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. 

Official Employee

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179 Messages

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

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

Visitor

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3 Messages

4 m ago

I am having same issue for 6 months on my iPad if i download a show.  I gave reinstalled many times 

Visitor

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1 Message

3 m ago

I have been having this issues for 3 years without any resolution. 

I wish I could go to Verizon but unfortunately my city contracted with Xfinity for about 10 years to be the only cable provider here. I've also been having DVR  playback issues and internet issues where the drops multiple times per day. Techs have been out but the problems persist. Xfinity gives the same scripted answer every time with no intention of resolving it. Meanwhile prices go up every time year. 

Official Employee

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285 Messages

@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

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

Visitor

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6 Messages

@user_06d2c5​ Please note that the request for Private message is because they don't want public notices of the issues!

Administrator

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4.7K Messages

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 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

Visitor

 • 

2 Messages

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.  

Official Employee

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160 Messages

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

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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