Xfinity Stream App Freezes

Hi, @user_40a7e0. Thank you for taking the time to bring this issue to our attention. It would be my pleasure to look into this issue with the Xfinity Stream app for you. If you don't mind me asking, are you experiencing this freezing issue when you visit the Xfinity Stream website? Also, is this issue also happening when you access the Xfinity Stream app via a Mobile device (phone, tablet, laptop)?

@user_863c4b​ Or better yet, put the XUMO engineers on the Stream app STAT!! Comcast owns XUMO the free streaming app and that works perfectly without any problems!

There appears to be more than one thread noting this same problem. Since I posted there with no luck, might as well join the fun here. Agree with all, it's the app. I haven't tried stream app itself on my PC, phone, Macbook, etc. This is related to the Stream beta app for Roku, FireTV, LG and Samsung. As a previous user mentioned it often happens to me when a commercial comes on. Makes no sense. Commercial stops for 20 seconds, then maybe plays for 10 seconds then goes to the next commercial and follows the same pattern. Once this pattern is established, it continues when the show I'm watching comes back on, even if that show was fine before the commercials. Only way to fix is to go back to the FireTV home screen and open the app again. Might get lucky and it'll work for a while, or it'll start freezing again. It's not buffering, it just stops working. As suggested in the other thread by the employee, changed HDMI cables (as if that's the issue), uninstalled/reinstalled the app, cycled power on the Gateway, cleared cache, etc, etc. It's not the wifi signal, the problem does not exist with any other app on FireTV, just Xfinity stream beta. I have a FireTV, Fire Stick 1st gen, 2nd gen and the latest 4K version, doesn't matter, problem is with all. For some reason this seems to be difficult to understand. Read some recent reviews of this app on Amazon, here's a few .... Doesn't work well, live channels freeze all the time and tech support can't help, freezes up a lot, constant freezes, freezes up you must keep hitting stop and play, freezes between commercials. Xfinity, read recent reviews, there's a problem that needs fixing.

seems like the reps here don't interact with the site in the same manner we do, if they did it would be simple to see the number of topics on this issue.

@user_7f529c​

Thank you for sharing your experience with the customer support team.  Your very concise post was helpful in that when you think about this, they know and are very aware of the problem.  Unfortunately, I do not believe a word of what they say.  I subscribe to the adage of “Actions speak louder than words”  Xfinity has made no Actions but plenty of Words.

As a former corporate dude myself (Not Xfinity) I am sure there are two (2) lines of communication, INTERNAL and EXTERNAL.  What they say internally will be very different then the external message to customers and I understand it. 

Can you imagine if they came out and actually said “Yea, our streaming app is meant to be an alternative that will frustrate our customers into renting our boxes.”  I agree with you, you received the corporate response, and this issue will never be addressed because it impacts revenue for Xfinity.  The one line in your response that I found delightful was “There hadn’t been any tickets opened in the last 90 days.”  What he failed to say was the thousands of tickets that have been opened on this matter have been deliberately ignored and subsequently closed.

I have also noticed that not one Xfinity customer support person has chimed in on this thread.  As you read though here, they will answer a brand new person with the standard line of “So sorry, we are here to help you, DM me so I can make you jump though hoops that will not resolve this problem but by golly it sure looks like we tried.”

@user_7f529c​ Well one actual benefit of the freeze/restart issue that I’ve noticed is that it most frequently happens on commercials and very often during those annoying Comcast commercials where they get the most photogenic Philadelphia Comcast employees to brag how committed they are to “supersonic Wi-Fi”, whatever that means. Mr. Karnishak probably has moments on the driving range where he has a few nanoseconds of embarrassment over the world’s longest-duration pre-beta software, but then he remembers his bonus and that Mercedes SUV and the summer place and it quickly fades. But tell me more about the invisible hand of capitalism…

@user_7f529c​   Amen!!

Hello there! My name is Tyler; how's your morning been so far? I understand you may be in need of support, and if there's anything we can help you with, please know that our Digital Care Team is here to help, in any way that we can! How has everything been going with your service? Thank you in advance, and I look forward to hearing back from you! 

HAHAHAHAHAHAHAHAHAHA!!

This is never the feeling we want you to have @bobmc111. It's important to us that your services are working well, and we'd love the opportunity to help turn this experience around for you. Could you please send our team a direct message with your full name and full address?

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon or https://comca.st/3KfOc71

• 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

@bobmc111​ , you are 100% correct.
Its laughable the horrible service, followed by "taking it private" (hide it), then the inevitable upsell.
I've found a solution that I fought for a year...Hulu Live w/Local channels.
Pay Comcast for my gig connection, and that's it.
They are incapable of delivering a 2022 experience, they don't get my 2022 money.
and the combo is actually cheaper while service is so much better.

Thanks for that info going to check into Hulu live with local channels.

@user_e613e4​  This problem sure seems to be an intentional one...

I don't seem to have the issue when streaming an on-demand movie unless it has commercials from a network like "TNT".  I also have no issues using it via a browser. 

Hello there @BSETHRIDGE and thank you for reaching out on our community forums. I appreciate your additional information on this thread and would like to take our conversation into DMs to further provide you assistance. 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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/3KQF8q9 for an example.

@Redwings55​ You are right, it is intentional.  Xfinity does not want people to stream using the Beta Xfinity App, there is no money in it for them.  I have to laugh, they make all new users jump through hoops like restart the modem, increase speed, run diagnostics and the list goes on.  But after this is all done, its still a problem with the Beta App. 

As I have mentioned before, the app will always be Beta, they have no plans to fix.  If you dont want the freezing then you rent one of their boxes.  The box costs them a couple of dollars to buy, then they rent it out at $7.00 per month, do the math.  This is why they wont fix the Betra app.  They offer it becuase it makes them look good, once you start using it not so much....

It's obvious that many, many xfi customers are experiencing the same or very similar issues. At this juncture, I am checking out of the rant, as I have escalated it all the way to the top of the customer service chain in Philadelphia, and done EVERYTHING THEY HAVE ASKED, and the app is still performing as badly as ever. Worse, in fact, since the latest "update."

This strategy -- to ignore both the stream app and the haters -- feels like the kind of actuarial process an insurance company must go through in evaluating risk: how much loss incurred by fighting claims can the company absorb and still be ahead financially? And credit cards: how much fraudulent activity can a bank cover and still profit from the retention of customers? In those cases, it isn't about solving a problem, it's about bottom line. There's a cost, but the potential income far outweighs the costs, or they wouldn't go there. With Comcast, by neglecting this "app" (if you want to call it that), they actually incur NO expense and/or revenue reduction (until we all jump ship, that is...), so they are far more likely to endure the pain of these complaints and the cost associated with their window-dressing "solutions."

I just wish they'd be transparent. Say it: we won't spend money on this because there isn't enough economic upside to doing so. Just.Be.Honest.

Good luck to you all. YouTube TV and Fubo await!!

@user_a55d66​ My experience is that upgrading to a shiny new fast modem will not solve the problem. I installed a Netgear CM2000, with no solution to the freezing issue. Wireless router is a new TPLINK model as well.

Hi, @user_a55d66 have you completed any troubleshooting step in relation to the freezing? Are you noticing any kind of theme, such as only on cell data, or are the shows that have issues on the same network by any chance? I ask because I know in the past, we've had issues with certain networks running into more issues that others. 

Also, if you're concerned about your price, we'd be happy to look into new offers with you. We may be able to find a better option for you. We'd do that in a direct message though. 

Hello @SB3018, this is far from the experience we want you to have. I myself love having a DVR for fast-forwarding through commercial breaks on the shows and movies I record. Have you had a chance to use our awesome My Account application to troubleshoot the DVR issue you have been experiencing? This article provides really helpful steps for troubleshooting your cable box.

For troubleshooting purposes, what issue are you experiencing on our stream application?

@Garmarnarnar​ Can you provide additional details on how you worked around this issue? Thanks.

@Garmarnarnar​ please tell us novice how to side load the app. My only worry is now that you let Xfinity know you figured out a fix they will sabotage it.

didnt work for me....it loaded, channels came up but went I went to actually view a station I received an error that the xfinity stream video is not playable under the current device conditions...all that was plugged in was the firestick