U

Visitor

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1 Message

Sun, Jun 12, 2022 1:58 PM

Xfinity stream app freezes

Recently I have been having issues with the app freezing. To correct it I have to hit pause then play and it starts again. This happen on my phone, fire tv, fire stick and roku stick. This is quite annoying and never used to happen. What has changed? 

Official Employee

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854 Messages

4 m ago

@user_5487fb Thank you for reaching out to the Digital Care Team today. Do you experience this issue on Wi-Fi, your mobile network, or both? 

Visitor

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7 Messages

@XfinityHeather

I can now confirm that this happens regularly on Android tablets, firesticks ATV Boxes etc. I have traced the problem to the advertising stream switching. Every time the stream switches the app has to decode new metadata for the video player and set some constants. If the metadata decoding is delayed even the slightest bit the player pauses and the video freezes on the frame of the first ad it started to play for an instant. This problem is caused because the commercial breaks are a fraction of a second late at switching to the localized ad streams. The app does not handle the advertising stream switching back end well.. It should at the very least automatically resume/reset the player when this happens rather than have the customer hit the play/pause button to resume play.

If anyone is in touch with the Comcast Beta team for the stream app you might suggest to them that this is what is causing all the freezing.

If they closely analyze their Nielsen data they will see a ton of lost viewers due to these crashes.

Official Employee

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478 Messages

Greetings, @user_4af08c. Thank you for sharing your insight with us. Seeing that the Stream app is still in Beta this type of feedback really helps us gain more clarity in regard to the overall experience our customers are having with the app. With that said, I will make sure to pass this feedback along. If you would like for me to look into this issue further for your account or have any questions in regard to your account, please let me know. I would be more than happy to help you in any way that I can. 

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

Frequent Visitor

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16 Messages

4 m ago

Gee, it appears that this is pretty "unknown" known issue isn't it:

I also experience this issue on my all my firestick devices. Every time the show I am watching goes into a commerical, the app freezes unless I hit pause/play multiple times.  I also noticed that it appears to be more "local" commericals that trigger this. If I let the "freeze" ride and a more "national" commerical comes on then the feed begins to work (for the most part). It may be a video encoding change between programming that the app doesn't handle very well.  

It is not a network issue as I have 2 firestick devices, one with wifi and the other direct network.  My firesticks work quite well with other "live" tv or other apps with no issues.  Removing and re installing the device does change a thing.

Oh and I do have a pair of Roku devices and the app seems to work fine on these devices. But I no longer am fond of Roku for other reasons and have removed these devices from my setups.  

This Xfinity app doesn't work well with this platform.  Since we are re-assessing our current Xfinity service, this may no longer be an issue for us in the future anyway,  but good luck it getting this "known" issue fixed in the app. 

(edited)

Official Employee

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107 Messages

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.
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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7 Messages

The problem with the xfinity stream app freezing is because of a timing issue with the way location based advertising changes something when switching to the location based ad. The video image just freezes while the sound continues. It's a problem with both the xfinity streaming server design and the app itself. The xfinity stream app is worthless on Android Tablets and Amazon Devicies.

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