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user_85d08a
1st Topic

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2 Messages

Saturday, August 20th, 2022 6:45 PM

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intermettent buffering

My problem is intermittent buffering. I stream using Amazon Fire TV Cube and watch live news on the Amazon browser by logging int ustvgo. My speed is about 110 Mbps using wifi from my router. My modem and router are less than a month old. I also run the same live tv on my desktop running at 300+ mbps. The buffering is not as bad on the desktop. It does not buffer every day but mostly in the morning until early afternoon. All my devices are supported by battery backup. Just yesterday the whole system including the Fire TV cube just turned off for about 3 seconds but did not shut down.and restarted.  

Question

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Updated 

3 years ago

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CCLamont

Problem Solver

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519 Messages

3 years ago

Hello. I appreciate you reaching out to us here on our Xfinity Forums page regarding the streaming troubles you've experienced. This is not the type of experience we want for any of our customers. I am here and woud love a chance to help. Can you tell what type of troubleshooting steps you've completed.

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user_85d08a

Visitor

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2 Messages

@XfinityLamont​ My equipment includes a new modem and router (ASUS RT-AC86U). The devices I use are a desktop, laptop and Amazon Fire TV Cube. I also use NordVpn. My testing has been with and without the VPN. My desktop is wired to the router and the laptop and Fire Cube use WiFi. I subscribe to 300 Mbps Xfinity internet service. The speeds with the VPN on is 275 for the desktop, 125 for the laptop and about 25 Mbps for the Fire Cube. The Fire Cube is where I have the problem watching TV. Mostly I watch live TV using the Amazon browser Silk and connect to USTVGO.tv for the stations to watch. I have tested my devices with and without the VPN on. Without the VPN on the Fire Cube runs at 140 to 150. With that speed there is only the occasional stuttering of the picture. But when running with the VPN on it is not unusual for the stream to suddenly stop or freeze. Sometimes a message appears saying there has been an interruption and it counts down 10 seconds and continues again. The only way around this is to exit and reconnect. Yesterday the same thing happened but this time my Fire Cube completely disconnected from the internet. My other devices were ok. What brought this whole thing into my contacting Xfinity is that one event where the Fire Cube was buffering pretty bad I turned on the laptop and it was also buffering there along with my desktop. However, the desktop was not a bad as the other two devices.

3 years ago

0

CCMarcella

Official Employee

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352 Messages

That definitely sounds frustrating, and you have top of the line equipment. I would love to do some troubleshooting on my end if possible. I just want to make sure the boot file is updated, and that you have a proper signal to your devices. Please follow these steps below to send us a direct message! Thanks!

-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.

I no longer work for Comcast.

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3 years ago

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