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user_h6t6vi
1st Topic

3 Messages

Monday, June 3rd, 2024 12:29 PM

Xfinity Stream app stopped working on both LG TVs

I have two TVs with the Stream smart app- the older smart tv hasn’t allowed me to update the Stream app for almost a year. However, my newer LG model has had no issues with streaming the Stream app until about a month ago. The app will start to load and then it goes to a black screen with 3 loading dots and will sit there for as long as I let it (20+ minutes once). I have removed and redownloaded the app 5 times and nothing has changed. I hate that I’m paying for a streaming service I can only use via Google Chromecast reliably. Any ideas?

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Updated 

5 months ago

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XfinityMichaelC

Official Employee

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4.1K Messages

6 months ago

Hey, user_h6t6vi! Thanks for reaching out to us ont he forums! I apologize to hear that you are having issues with the stream app on your LG TV. I know it can be frustrating not being able to use the device you are wanting to use to stream. I personally have an LG TV and have had no issues with streaming to it using the app. We appreciate what you have tried so far to resolve the issue. When it comes to the Streaming app I know there are some checks it does to verify that you are on a Xfinity network. If you can try to uninstall the Xfinity app from your LG TV, leave it uninstalled, do a power cycle on the modem (unplug the modem for 30 seconds and then plug it back in), then reinstall the app and see if this resolves the issue for the streaming app.

 

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user_h6t6vi

3 Messages

This did not fix my issue. I feel like there must be an app problem on these LGs. It will work once and then every time I try to boot after that 1 time, it just puts up the 3 dots and won’t ever load the app.

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6 months ago

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XfinityChristy

Official Employee

 • 

1.6K Messages

 

user_h6t6vi I would be happy to troubleshoot this with you as I don't see any known issues with the app and LG TVs reported. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account. 
 
To send a "Direct Message" message:
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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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6 months ago

0

_RunsWithScissors_

4 Messages

6 months ago

Had the same issue on Sunday with my LG - it worked once I deleted and reinstalled, but now it forces me to log in EVERY SINGLE TIME! And like the response above, the Xfinity person on Reddit told me to just mirror my phone to my tv.  Umm NO, I'm paying for this to work on my tv and it should work on my tv.  I kind of feel like maybe their MO is to do this to televisions so we're forced to get a tv box and pay more money!  

(edited)

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user_h6t6vi

3 Messages

I’ve reinstalled this app 3x on my LG. Xfinity needs to push an app update on these tvs and acknowledge the problem.

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6 months ago

0

user_yk7ew9

1 Message

6 months ago

This too happens to every LG TV I own. I have 3 of them. I really feel that Xfinity has updated the app and broken it probably by making it to large an app. Xfinity is of course not wanting to acknowledge this so you are left going back and forth we them.

3

Nukular

New Poster

 • 

5 Messages

I have reinstalled the app probably 6 times in the last 2 weeks.   Last time was Saturday and now on Tuesday it has crapped out again on a black screen with 3 dots.  Nothing else on screen.  Called Comcast on Saturday and with a 40 minute call they literally did nothing.  A reinstall fixes it only temporarily.

FIX THE DAMN APP XFINITY.

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5 months ago

0

XfinityEricB

Official Employee

 • 

1.7K Messages

 

user_yk7ew9 I would be happy to see if I can find the root cause of the issue for you. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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 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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5 months ago

0

XfinityRaul

Official Employee

 • 

1.6K Messages

Hello, @Nukular. I appreciate you doing everything you can on your end to fix this problem you're having with the app. I'd be more than happy to help find a permanent solution so that you no longer have to uninstall then reinstall the app again.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

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

Like

Reply

5 months ago

0

user_qydoqi

1 Message

5 months ago

I am having a similar issue.  Yesterday everything was fine.  Today I am getting the black screen with 3 dots but then it flips to a Starz page and tells me to subscribe.

1

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XfinityMarcos

Official Employee

 • 

1.9K Messages

Hey there user_qydoqi, thank you for checking out our Forum for help with your picture issues. Are you only having this issue on Starz channles or all channels? 

 

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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5 months ago

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