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Sunday, December 5th, 2021 2:09 PM

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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.

Question

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Updated 

3 years ago

12.4K

54

nochoices13

New Poster

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5 Messages

3 years ago

New customer on gigabit plan and the app freezes or pauses for me non stop on multiple devices. I can't believe what a garbage app this is for what Xfinity charges for TV service.

I'll be canceling TV soon if this is the daily experience. I refuse to rent boxes monthly and install coaxial cable all over my home. Every single other, less expensive, streaming app service works perfectly.

2

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Redwings55

Regular Visitor

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16 Messages

@nochoices13​ I just canceled my Comcast streaming. I’m using YouTube and I love it and it’s cheaper. 

3 years ago

0

XfinityJanelle

Official Employee

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1.5K Messages

@nochoices13 Thank you for reaching out on the Xfinity community Forums. I am happy to look into your concern with the stream app. 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 "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message 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

3 years ago

0

PlugInGuy

New Poster

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7 Messages

3 years ago

I noticed a new version of the app this morning, dated 5 Aug 2022. Not declared as a beta, "icon" on the fire stick home page has changed. Did they fix the app freezing problem?

5

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user_0902la

Regular Visitor

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10 Messages

@PlugInGuy​ I have not seen a freeze in about 2 weeks, even in the last beta version. Nothing else has changed, so It well could be they finally got around to fixing the app. I was just about to try sideloading the Android app on my Sony TV, so I'm hoping this issue is fixed and that won't be necessary.

(edited)

3 years ago

0

Redwings55

Regular Visitor

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16 Messages

@PlugInGuy​ download it and let us know. I just canceled mine. Using YouTube and I love it. This issue has been going on for years And it’s ridiculous

3 years ago

0

PlugInGuy

New Poster

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7 Messages

Updated app downloaded automatically. I will post the results here.

3 years ago

0

PlugInGuy

New Poster

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7 Messages

Freezing when coming back from MSNBC/CNN commercial breaks appears to be fixed now using Xfinity Stream app (no complaints from spouse).

Perhaps unrelated, provisioning for standalone MSNBC/CNN streaming apps broke in the past few days. No changes made by me. Spent over an hour getting them re-provisioned with 2 levels of Xfinity support agents. Higher-level agent did not know what a Fire Stick was, and I had to explain how it delivered content to the tv. And the agent still wanted to know what make & model my tv was.

3 years ago

0

user_1083e3

Visitor

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11 Messages

@PlugInGuy​ My Fire sticks updated to the latest version over the weekend. Have not had a freezing problem since nor have I had a problem with scrolling through the channel guide. Both were issues that kept getting worse, both appear to have resolved with the update. Will post back if any changes.

3 years ago

0

damonallison

Visitor

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2 Messages

3 years ago

I just signed up for xfinity stream. On my Apple TV the video has frozen a few times in the first hour using it. I had to go back to the guide and select the channel again to get the video to play. Audio will play with a spinner in the center of the stream. It’s not a data issue, we have plenty of bandwidth. The app freezes. 

1

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XfinityDilary

Official Employee

 • 

2.2K Messages

Hey @damonallison. Thanks for posting on our community forums for assistance. What Apple TV model/version and streaming app version do you have? 

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

3 years ago

0

user_ba29f8

Visitor

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4 Messages

3 years ago

this app just gets worse and worse ... while it no longer reads BETA it freezes and fails even more now! often we cannot even watch TV at all now 

1

CCAnna

Problem Solver

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874 Messages

Thank you for reaching out over Xfinity Forums @user_ba29f8. I am sorry to hear the app has been freezing and failing when you attempt to use it. This is certainly never the experience we want for our customers. Have you tried some basic troubleshooting steps already? What type of device are you using the app on? 

I no longer work for Comcast.

3 years ago

0

user_b1f4ee

Visitor

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1 Message

3 years ago

This Xfinity app does (Edited: Language please see Forums guidelines https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c)  , it freezes more than it plays. If Xfinity doesn't fix this before football season starts (next week) I'm going to start looking for another provider.

(edited)

1

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CCJennifer

Problem Solver

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743 Messages

Hello @user_b1f4ee! This is never the experience we want for you, and we're happy to help. Could you please send our team a direct message with your full name and full address?

 

  • Click "Sign In" if necessary

 

 

  • 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

I no longer work for Comcast.

3 years ago

0

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