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Some On Demand shows freeze

New Poster

Some On Demand shows freeze

Lately in the last two weeks my screen has been freezing during commercials while I watch my On demand tv shows in the morning. Resetting, restarting, and unplugging do not work. I rewind and the screen freezes at usually the same exact spot on the commercial. Yesterday morning it froze and I called service, they did something to fix it, so I continued to watch, not two minutes later it froze on the show not a commercial. (Watched end of show online) Called again and spoke to specialist. Said they had to do the 45min reset. Came home from work and the show was past the point that it froze. Next day thought problem was solved, froze again during a commercial. Technician has to be sent. Will see how that goes.

Interesting though..........only freezes in the morning and on certain shows, froze during the walking dead once, Baskets once, and channel zero twice. all during commercials for other shows. weird. this happen to anyone else?

New Poster

Re: Some On Demand shows freeze

This is happening to me too. The Walking Dead freezes on Sunday nights during the commercials. And of course fast forwarding doesn't work as they have that blocked. I think the forcing of the commercials is what is making this happen. Someone needs to fix this as it is annoying to restart the show and not be able to fast forward to where it froze. Wasting lots of time on Xfinity.
Bronze Problem Solver

Re: Some On Demand shows freeze

Hello, I can assist you further from here if you would like. Would you mind if I look at your account? 


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New Poster

Re: Some On Demand shows freeze

This happened to me, too. Walking Dead froze during a commercial about 45 mins in. Nothing I could do to make it start back up. So I started again from the beginning (with no fast forward), and it froze in exactly the same spot again. Super annoyed.

New Poster

Re: Some On Demand shows freeze

The same thung has been happening to me. Tried watching walking dead on demand and it froze up and would not resume. It happened on three separate occasions so far.
Official Employee

Re: Some On Demand shows freeze

Hello all, freezing is normally caused by your equipment over heating due to the air flow being blocked or by a bad feed from the network. Can you tell me if all of the "Walking Dead" episodes freeze? Do any other content freeze on demand? 


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Contributor

On Demand out AGAIN after a week

This is entirely ridiculous. I have been dealing with this for WAY too long. After over a month of issues I thought for a small second that things were fixed, but no. Once agan I am gettting the ' we're sorry we're experiencing issues' message. THIS ISSUE HAS NOTHING TO DO WITH MY BOX OR WIRES OR ANYTHING ON MY END.

 

I will be seeking to downgrade to basic cable. There's is no way I'm going to continue to pay ( excessively) for something that I do not have continuous access too as I should.

New Poster

Re: Some On Demand shows freeze

This is terrible. You’ve known about this happening for weeks and haven’t done anything to fix it. The only thing you do is kick it back to the customer to tell them “their” equipment is the problem. Just terrible.
Contributor

Re: Some On Demand shows freeze

On Demand apparently has a huge issue all across the Comcast spectrum. I have had issues for well over a month now not having access AT ALL . One day it will work fine, the next  'we're sorry we're experiencing issues' prompt. Works again finally for a week, think things are golden, then BAM, it's out agan. I've had techs out, I've gotten a new box, I was sent ANOTHER new box, but got the wrong one because I'm NOT an X1 user so now I have to go ut of my way to return a box I cant even use. They seem to think that many of us aren't tech savvy enough to figure out that if something works some times but not others, it has NOTHING TO DO WITH THE EQUIPMENT.  

Admin1

Re: Some On Demand shows freeze

Hi ChristyU1 -- I can help with your On Demand issue. Please send me a PM with your name, and either phone number or account number for authentication. I'll review your account to see if I can find what might be causing your On Demand issue.


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New Poster

Re: Some On Demand shows freeze

Hi,

 

I have been watching MTV the Challenge and the past two weeks it has froze with roughly 14 minutes to go.  Even restarting the program it still happens at the same time.  It is getting rather annoying. 


@ComcastAmir wrote:

Hello all, freezing is normally caused by your equipment over heating due to the air flow being blocked or by a bad feed from the network. Can you tell me if all of the "Walking Dead" episodes freeze? Do any other content freeze on demand? 


 

New Poster

Re: Some On Demand shows freeze

I’ve been getting the freezing at the same point in cloak and dagger episode 1 after 20 minutes. Restarted show and freezes at same spot.

tonight watching cloak and dagger episode 3 keeps freezing at 55minutes, I rewind, and still freezes at 55 minutes.

ive checked all my connections and it’s all tight, but that should keep freezing at the same spot over and over.

New Poster

Re: Some On Demand shows freeze

I am having the same problem.  All my shows I try to watch freeze anywhere from 10 to 15 minutes in. Called last week and spoke to a specialist and they did some restarts on my equipment then said a tech needed to be sent.  The tech called me on the way out and ask if I was still having issues.  He explained that there is nothing he can do to fix the problem even if he comes in to the house.  He said the problem is in the signal an there may be a leak in the line.  It is so irritating.  If Comcast does not resolve issue we ill just cancel service.  

New Poster

Re: Some On Demand shows freeze

Yep I have been having this same issue for weeks now too.

New Poster

Re: Some On Demand shows freeze

Hi. This happens to me too. My response below is really directed to Comcast. I would email this to them, but don’t seem to be able to do so. Here is the description:

Last night (6/27/18) I experienced a recurring on demand problem that most often occurs when watching a show the same day it originally aired. I can’t say for sure it is limited to those cases, but that’s my memory of the problem.

I was watching the latest episode of Colony (S3 Ep9), a USA show, on demand in HD. About half way through the episode during a commercial break, the playback froze during a commercial for, I believe, Queen of the South, a show on the same network. It was at the 24:35 mark and it was the fourth or fifth commercial in the break. A picture is attached after I hit pause to bring up the playback information.

This is what I have already tried in the following order:

1. Rewinding back into the program and playing into the commercials. It hangs up at the same place in the same commercial.

2. Exiting playback and on demand back to live TV, re-selecting the show from the on demand menu, and resuming - it resumes at the same place and remains frozen.

3. Exiting on demand, re-selecting the episode and restarting from the beginning. Because fast forward is disabled even during the program for some reason, this takes another 24 minutes. It freezes at the same place, same commercial.

4. Restarting my box through the menu and resuming playback - it resumes at exactly the same place (24:35) during the same commercial and is frozen there.

5. Performing a system reset through the menu this morning (6-7 hours later) and playing the show from the beginning - it freezes at same place (24:35) during the same commercial.

Based on the troubleshooting I have already performed - please don’t ask me to repeat any of it - one can conclude that the problem is most likely not with my equipment or account. I will try to watch the show again in the next few days.

This has happened a half dozen times in the last six months or so with the same show and other shows on other networks, including the Walking Dead on AMC and both the Daily Show and Opposition on Comedy Central. I complained once a few months ago on Twitter but didn’t follow up to Comcast’s response because I didn’t have time. Each time the playback freezes up about halfway through during a commercial. I can only watch the show all the way through - not resume at the stopping place, but restarting - a day or two later. As I mentioned it most often happens, or only happens - can’t be 100% sure when watching a show on demand within a few hours after it originally aired.

My cable costs way, WAY too much for this kind of recurring problem. I have a relatively new box and do not have the DVR feature - I am streaming the show on demand.

I’m not sure what else I could do to troubleshoot this problem. You are free to look at my account or have whoever gets this complaint contact me - there is enough information here for someone to get started. I had hoped to email this in, but there was no option for that. I can’t post my account info or phone number, but DM me somehow or contact me by email - and I will provide any information you need.

Thanks.
8BE00FB5-8F2E-4BAA-9147-C7E00D7BF04A.jpeg
New Poster

Re: Some On Demand shows freeze

I disagree. I've had RHOP freeze all of the time but if I switch to another show, I'm able to watch other On demand shows without freezing.
New Poster

Re: Some On Demand shows freeze

I have the EXACT same problem.  It has been going on daily for almost three months.  If the program allows you to Fast Forward that will work, and I can keep wayching.  If not, it is stuck at that point, and if I exit and go back I will have to watch the show from the beginning, and then it freezes at the same spot.  I HATE Comcast.  I have so many calls to them every single month because I will lose sound on a live show, or the screen will freeze during a live show, or the box will just start updating and then gives me an error code.  I wish there was another cable option in my area!

New Poster

Re: Some On Demand shows freeze

this has happened to me about every other day for months. Better Call Saul is frozen now and other shows were affected before. I hate wasting my time calling to fix these sorts of problems. time to drop this expensive clunky service.
New Poster

Re: Some On Demand shows freeze

I'm experiencing the same is with show Suits on USA also. I'm wondering if others having this problem are during showdown broadcast on USA
New Poster

Re: Some On Demand shows freeze

Having the exact same issue with Suits.

New Poster

Re: Some On Demand shows freeze

Same issue as all above. Keep trying to watch Brooklyn99 on NBC and the show freezes every 5 mins, which essentually leaves us watching nonstop commercials. To be able to watch an episode we have to hit "last" everytime a screen goes black, and select the show again... if we are lucky is will start. I agree with folks who said it is not equipment related, because it isnt. We have not seen this issue with any other shows, or on demand showings. We are experiencing some latency with Netflix and Prime loading but this is a seriuos issue that needs to be addressed by xfinity. 

New Poster

Re: Some On Demand shows freeze

I've been experiencing the issue for weeks. It seems to happen only with On Demand shows with commercials. The shows begin and then freezes when a commercial is supposed to start. I have to exit the show and then restart it. it usually starts again, only to freeze at the next commercial break. I do not have any issue streaming Netflix or Prime Video. I have no issues watching live TV or premium shows. This only happens with On Demand. It does not happen with On Demand content like movies or premium series that have no commercials. There is some type of "Cloud" issue when these on deman shows hand off the breaks for commercials. It's infuriating. If I want to finish a show, I need to continually exit then resume the thing continually to eventually get through episodes. I particularly notice it on NBC but that might be coincidence. It does seem to be more prevalent with network On Demand.

Official Employee

Re: Some On Demand shows freeze

Hello, stewie123 and ckeating1955. Welcome to the Xfinity Forums. Freezing/pixelation is usually due to poor connection. I'd like to take a closer look and help get your services working properly again. Please feel free to send me a private message with your first and last name so I can assist. 

 

To send a private message, click my name "ComcastTambrey", then click "send a message".


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New Poster

Re: Some On Demand shows freeze

We have had this problem for over a month.  It seems to be limitted to NBC programs viewed On Demand.  We have had two technicians to the home followed by a level 2 technician.  This last technician spent an entire day rewiring and failed to solve the problem.  We are now scheduled for a visit from a supervisor.  Someone needs to be here each time a technician calls.  So, we have spent more than 10 hours tied to the home during these visits.  We have lost internet for more three hours.  This was a problem because I worked from home to accomodate the technician's visit.  

Judging from the posts there must be something different in the way xfinity delivers these NBC programs.  Time to solve this problem!

New Poster

Re: Some On Demand shows freeze

Same exact thing happening. At the end of every on demand show it freezes up. It is so annoying. Never happens with any Prime shows or movies. Comcast seriously needs to fix this whatever the issue is.
New Poster

Re: Some On Demand shows freeze

They keep blaming poor connection but that is not the issue... if it were we would all see problems with other modalities for streaming which we are not.
New Poster

Re: Some On Demand shows freeze

I have been having this issue for about a month. It seems to be limited to shows on certain networks, namely NBC and USA. This is not an issue with my connection or my box, I tried watching the same shows on my parent's TV (they live 30 minutes away) and experienced the same issue. I tried calling service about a month ago, but it does this cute new thing where it basically says "go online and try resetting your system" and immediately hangs up on you. We pay too much for this kind of shoddy service. It's obviously a widespread issue. Please fix it.

Highlighted
Regular Contributor

Re: Some On Demand shows freeze

Same issue on Comedy Central shows. Happens with both boxes and on the Xfinity streaming site. The Xfinity app on the ROKU it does not do it. 

 

I have a tech visit tomorrow.

Official Employee

Re: Some On Demand shows freeze

Hello, bernief, DocSunshine, cstr, and reggie77.

 

This tends to be an issue with the particular frequency that channel comes in on, especially if you are seeing the freezing isolated to a single channel or a small handful of channels. We will need to take a closer look in order to get the issue resolved. 

Feel free to send me a private message with your first and last name so I can assist. 

 

To send a private message, click my name "ComcastTambrey", then click "send a message".


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Regular Visitor

Re: Some On Demand shows freeze

This is happening to me as well.  Many shows are freezing when it seems a commercial would be on the original airing.  This has been happening for months and on most shows that I try to watch doesn't seem to matter what network.  Very frustrating.  It just happened while I'm typing this trying to watch Good Girls.

Regular Visitor

Re: Some On Demand shows freeze

Did you ever get your problem resolved? Mine has also been freezing on different TV programs. Usually at commercials.
Official Employee

Re: Some On Demand shows freeze

stewie123, as I have not heard back from you in some time, I have closed this thread to further comments. If you still need assistance, please feel free to start a new thread.


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