Xfinity Stream App Freezes

@hhhcubed​ As I posted earlier Xfinity will really not publicly acknowledge but it is the Xfinity Streaming Beta application that is the problem! They will point at everything else including equipment, Samsung TV's & definitely if you have your own modem and/or Router like Netgear.  [Edited: "Solicitation"] Xfinity will most likely just point out this is Beta version so still under further development!

Hello, @hhhcubed!

Assuming that you are experiencing freezing as the original poster referenced, you may find the below article helpful.

https://comca.st/3H1c78w

If we are using a wireless streaming box or smart TV, this article on Improving WiFi Network Performance should provide some great solutions.

https://comca.st/3h5wkQa

For content it is important to understand the differences between programs you can watch when using your in-home Xfinity network vs. another wireless Internet network or cellular connection. On your in-home Xfinity network you have access to your full subscription of channels, on another wireless Internet network or cellular connection you can enjoy live sports, news, and On Demand titles, but do not have access to your subscribed channels. This article will assist in getting started with the Xfinity-tv-mobile-app.

https://comca.st/3s5cB9k.

Lastly, when I am on the go, I use our partner Network Websites and Apps to access content. Here is a full list of those partners.

https://comca.st/3BFOVeN

If none of these articles clear up the issue, I invite you to please send our team a direct message with your full name and full address, and we will be happy to assist you further.

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

Hi, @user_dd1f45.

We do our best to acknowledge any issue that our customers are noticing, and if it's a larger issue or something our team is working on, we will do our best to notify everyone on the thread. This can be seen in "accepted" or "official" solutions on the thread. 

If you are noticing service issues with your Stream app, please let us know and we will be happy to assist. Are you experiencing the same issue that is listed in this thread with freezing on the app?

Hello again @hhhcubed! I wanted to thank you again for taking the time to reach out about your connection issues. I am happy to hear the reset signal was able to resolve this concern for you. As discussed, if you notice this issue occur again, you can always troubleshoot the connection and send the same reset signal to your device by logging into the XFINITY mobile application and selecting 'reset my gateway'. Please let us know if you have any other questions!

@user_6b2b0c​ Xfinity acknowledging problem is with their Xfinity Streaming Beta and fixing it. To my knowledge there have been no updates - fixes to this since its' release! They would rather put us customers through all kinds of machinations to try to solve it then admit there is nothing we can do as customers! 

Hi,

I just got an update to the Xfinity app yesterday. It still says beta, so I wasn't expecting much, but:

1. It does not solve the freezing issue. In fact, it seems to be freezing more at the end of commercials. Which is fine reallly since it pre-empts the first 20 seconds of the following commercial when it happens (I actually just avoided all but the last 5 seconds of a Comcast commercial this way!). But it now also freezes more during shows. This is on Fire Stick and it does it on all channels.

2. It does not solve the issue where the app crashes if you scroll through more than 3-4 entries in the program guide.

3. The app still will show you the program guide from the last time you used the app. So if you turned off the TV when it was 2pm, the program guide still shows 2pm at 7pm.

4. The program guide refresh is slow as molasses in January. Frustratingly so.

I have gigabit Internet and I've already tried restarting the router, the Fire Stick, used Ethernet instead of wireless, blah blah blah. Every other streaming app I run on this Fire Stick streams without any dropouts or freezing.

While I appreciate the support folks trying to help, really the only way you can help us is to put some pressure on the development folks to fix the app, and if you can't do that, please don't insult our intelligence by suggesting it's our internet connection or our modem or our hardware. It's your [Edited: "Language"] beta app.

This is why we need competition for Comcast. This experience is completely unacceptable and I'm sure the Comcast folks will agree. But all of the above issues are repeatable and from all the posts here it's very obvious Comcast should have caught all this a long time ago. I think it's strong evidence that Comcast corporate doesn't [Edited: "Language"] because they have their money whether they fix this or not.

You are totally correct, the development team has to fix this as it is a BETA APP issue.  However, I now believe they will never fix it not take it off Beta as they want you to pay the monthly fee to rent their cable box.

@hhhcubed​ That's their MO. It may work for a minute, but the problem will be back!

has the fix held or are you still having trouble? we all need to know!

@lindasharma​ 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’m with you all on this. It’s RIDICULOUS to have an app in beta for more than two years and not touch it during that time. Every app on my two Samsung TVs and Rokus at another house — HBO, Prime, Netflix, Hulu, etc. — works perfectly. Except Xfinity Stream, which doesn’t load, doesn’t advance through DVR programs, doesn’t open guides and menus in a timely way, etc.  

The “fix” is to either rent more cable boxes or subscribe in Fubo or YouTube TV.

FWIW, my Xfi stream app performs WAY better via Roku than through my Samsung TV directly, but is still buggy on Roku. It is what it is, I’m afraid. 

I am sorry you are having issues with the app as well @user_53c252. We'd love to help and look more into this for you. Can you send us a PM with your name and address? 

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

 Its sad but true, they will NEVER fix this issue.  They want you to rent their cable box and pay the monthly fee.  [Edited: "Inflammatory"].

@Tjaco​ I agree and what you said is spot on - Either fix the app or take it down completely.  Why would they leave [Edited: "Inflammatory/Language"] this available to download when it does not represent Xfinity in any type of positive light?

At least update [Edited: "Language"] the Xfinity representatives to stop saying delete and re-download to get the latest version.  EVERY VERSION does this and is broken.

Similar issues as everyone else in this thread. App on FireStick 4k. Consistently freezes two or three times after coming back from commercial breaks on MSNBC and CNN, not on brainless networks. Was "only" one freeze until a few weeks ago.  I have to live with a spouse who blows her top every time this happens. I am a software developer, and cannot understand why the entities who developed this app do not have any pride in their work. Comcast has the resources to make several seemingly simple fixes, but deliberately chooses not to do so.

Hi @Tjaco. I can only imagine how frustrating it is when the Xfinity Stream App on the Smart TV keeps freezing. If you have done all the troubleshooting steps mentioned in this thread, please send us a private message with your full name and full service address, so we can take a closer look into this.

@PlugInGuy​ 

same exact issue here, thank you for confirming for me the update on March 8th to version 6.14 made the problem even worse. what used to be 1 stream pause every so often turned into 3-4 pauses in a row every so often.

Hello @PlugInGuy We appreciate you taking the time to reach out to us today. It's important to us that all of our apps and content work correctly and I'd be happy to assist with getting this resolved. If you have already tried the other troubleshooting steps in this thread with no results,

could 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
• Type your message in the text area near the bottom of the window
• Press Enter to send it

@s_christian​ right on, s_christian! Those services are the (very near) future of the live TV business. Fubo would be my choice because it carries NESN. 

There are some legit reasons to stay with a traditional cable provider, but two of these for me were the ability to a) run the stream app on alternate TVs in my house, and b) stream versions of networks like NBC, CNN, ESPN, TNT, etc. in another house via Roku that I have access to because I pay for them through my Xfinity plan in the first house. Neither of those actually works well, and it’s mostly because of the TV content of the Comcast business (as opposed to their internet). 

If you feel like you want to stay with a traditional cable provider, investigate RCN, if available in your town. I keep hearing good things about them, but am unsure of whether they have a stream app, either working or not. 

Hello, @bobmc111. I'm sorry to hear you're experiencing this app issue even after updating the cable and purchasing a new Firestick. I'd be happy to assist with getting this resolved.

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?

This looks like a robot response to me.  I dont think this is a real person responding to these comments.  If they were serious about fixing this problem, which has persisted for nearly 4 years, they would have done it by now.  I'm doing a trial of DirecTV  Stream now to see how well it works.

@user_69879d​

I think the only reason they say use the Streaming app is to avoid the “hard sell” to keep using or get more rented boxes.  They send us to use the Beta app, then we get frustrated, then we go back and get rented boxes.  It’s the only explanation I can come up with.  Why would they promote the use of an app that does not work properly? 

I think (wish) they should just be honest and say use our boxes on each TV or don’t watch cable on that TV and just stream Amazon, Netflix, Disney+ etc..  OR, use the Streaming app and put up with the freezing because Xfinity will not invest a dime into making it better.  Its not your internet or your TV or anything in your home, it is Xfinity.

As I have said many times here – They make zero money when you stream the TV channels – they make money when you rent the box from them.  Of course, you need to pay for your package, but if you have multiple TVs you need a box for each, the streaming Beta app is pure, 100% garbage.

My frustration with the Stream app just led me to cancel my TV service. Saving over $80 a month now on my cable bill! Hallelujah!! Refuse to pay box rental fees. Internet only now.

Funny, I can stream all day without fail using Pluto, XUMO, Tubi, Roku Channel, Samsung TV, Peacock etc. All these other apps don't crash, freeze, lose audio, or reboot on any of my TV's. Unlike the Xfinity Stream app!!

Maybe if enough people get fed up and cancel their TV service, they will put some serious effort into their Stream app.

Hi, @user_69879d. I know this has been frustrating, and I can certainly do all I can to assist. I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your full name and service address to help us locate your account. Let me know if you have any questions.

@user_d0b5dd, I'm sorry to hear you're feeling this way and you're having so many issues with the Stream app. With issues like this, the more tickets we can open for the issue, the better! Please send over a direct message so we can get one started for you. To do that, please follow these 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/3qS6ynI

 • 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/3qQUkMe for an example.

@brouiguuy1​ Or better yet, delete the Stream app and call to cancel your TV service. I did. I'm amazed at how much free programming is available out there. More than enough to keep me entertained.