stream on PC is VERY choppy

[chisolmw]

i have windows 10, on a top of the live microsoft surface book, and i stream netflix and amazon without a problem at all.  i use xfinity stream, and the picture chops and stutters to where it's almost dizzy to watch.   the sound is smooth as can be, just the picture jerking.

i have Excellent wifi download speed, and i have tried it on all browsers (chrome, firefox, i.e., microsoft edge). 

Again, i have ZERO problem streaming netflix or amazon, on any browser, so it's not a problem on my end.   it has to be xfinity.  i have called them, they all offer the same solutions: change browser, check internet, etc.  i wish one of them were sitting next to me so they could see it for themselves.  

i travel a lot, and no matter what wifi i'm on, same issue, and netflix and amazon work fine.   this feature is one of the reasons i pay so much for xfinity.   unless they can fix it, i'm switching to directv.

anyone else have this problem and able to solve it?   

[RobertWy]

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@chisolmw wrote:

i have windows 10, on a top of the live microsoft surface book, and i stream netflix and amazon without a problem at all.  i use xfinity stream, and the picture chops and stutters to where it's almost dizzy to watch.   the sound is smooth as can be, just the picture jerking.

i have Excellent wifi download speed, and i have tried it on all browsers (chrome, firefox, i.e., microsoft edge). 

Again, i have ZERO problem streaming netflix or amazon, on any browser, so it's not a problem on my end.   it has to be xfinity.  i have called them, they all offer the same solutions: change browser, check internet, etc.  i wish one of them were sitting next to me so they could see it for themselves.  

i travel a lot, and no matter what wifi i'm on, same issue, and netflix and amazon work fine.   this feature is one of the reasons i pay so much for xfinity.   unless they can fix it, i'm switching to directv.

anyone else have this problem and able to solve it?   

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My Chrome browser is choppy.  Win10 Edge is not, so I'm using it for now.

[falcon7x]

I'm having same issue in mornings only.  This morning edge doing same thing had to go to my shows on websight to watch it.

[RobertWy]

Stream seems to work on my Win10 Edge browser today.

[ComcastJessie · Accepted solution]

**Update 12/12/2019**

With the recent release of Chrome 79 we have verified that we can no longer replicate this issue. In the coming week, all impacted users should start to see this resolved. In order to facilitate this fix, we recommend waiting until your Chrome version updates or manually performing the update yourself. For additional information on how to update your Chrome version, see here: https://support.google.com/chrome/answer/95414?co=GENIE.Platform%3DDesktop&hl=en

Thank you again for your continued patience as we worked to resolve this. 

**Original Message 11/05/2019**

All,

We sincerely apologize for the inconvenience you are experiencing when attempting to use Xfinity Stream. We are currently investigating a possible bug in Chrome 78 that may be causing this. In the meantime, we recommend trying one of the following workarounds by either:

1. Disable hardware acceleration in Chrome. Settings > Advanced > Use hardware acceleration when available > OFF > restart Chrome.

2. Play the TV GO version of the On Demand item. From the More menu button (… icon), choose Watch Options > choose the TV GO option (usually at the bottom of the list).

Thank you in advance for your patience as we continue to work to resolve this permanently. 

Additionally, we recommend that you check to ensure your devices and web browser meets our minimum system requirements needed to use the Xfinity Stream website, found here: https://www.xfinity.com/support/articles/xfinity-tv-website-requirements

Please note, not all web browsers/devices support the Xfinity Stream website. 

[falcon7x]

It only does it early in the morning so maybe it is the lines running down my street or to my house.

[chisolmw]

mine is choppy on Chrome, Internet Expoter, Firefox, and windows10 Edge.  So it is not a Chrome issue here.

Also, on all four browsers listed above, Netfix and Amazon Prime Video NEVER chop at all.

And, I am watching it on the ToGo selection.  VERY choppy.

in this day and age of technology, and as big of a company as you are, this is absolutely inexcusable.

[chisolmw]

Jessie, your suggestions didn't work at all.   

What do i do now.  Or more importantly, what would YOU do if you were a customer with this problem and experience?    

I await your reply, hopefully it will be detailed instructions, not vague "work arounds" that don't work while I am constantly told "we are aware of the problem."

Thank you in advance.

-Chisolm

[YAYA1958]

If I change my chrome setting.How will it effect, other uses with chrome? I don't want to mess up chrome

[Rustyben]

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@chisolmw wrote:

Jessie, your suggestions didn't work at all.   

What do i do now.  Or more importantly, what would YOU do if you were a customer with this problem and experience?    

I await your reply, hopefully it will be detailed instructions, not vague "work arounds" that don't work while I am constantly told "we are aware of the problem."

Thank you in advance.

-Chisolm

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were you playing back an on-demand video? or a saved cloud recording? a live TV channel? 

[RobertWy]

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@YAYA1958 wrote:
If I change my chrome setting.How will it effect, other uses with chrome? I don't want to mess up chrome

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I didn't notice any difference after I changed my Chrome setting.

[chisolmw]

all 3 are choppy.  live is less choppy than the other two, but it's still not smooth like netflix or amazon.

[Rustyben]

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@chisolmw wrote:

all 3 are choppy.  live is less choppy than the other two, but it's still not smooth like netflix or amazon.

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try edge/firefox. chrome still has issues since 3rd update ago.

[chisolmw]

updated to chrome 79, STILL JUST AS CHOPPY.  AND, netlix, Amazon prime, both STILL streaming perfectly.   The lack of solving this is appalling.    I am about one day away from taking both of my houses, with their triple services each at a RIDICULOUSLY high cost, to DirecTv.

[RobertWy]

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@chisolmw wrote:

updated to chrome 79, STILL JUST AS CHOPPY.  AND, netlix, Amazon prime, both STILL streaming perfectly.   The lack of solving this is appalling.    I am about one day away from taking both of my houses, with their triple services each at a RIDICULOUSLY high cost, to DirecTv.

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Did you try other browsers?

[YAYA1958]

If you look back through the history of the thread.... we've all been told multiple times, "did you try a different browser?". I think you and Xfinity are missing the point. I don't have to switch browsers, for.. Netflix, Prime, HULU, and now Disney+.....
The problem isn't us it's, XFINITY.
By the way I've been researching and I've been able to see that the Direction TV version... doesn't have this issue.

[YAYA1958]

Check the history of the thread.
XFINITY has known about this problem for years. They blame the customers... No fix available

[YAYA1958]

Check the history of the thread.
XFINITY has known about this problem for years.
But, now it seems we are supposed to get the chrome update to fix it.
Multiple customers, including me, tried switching browser.. that doesn't work.
My point is.. I'm not hopeful.

[RobertWy]

https://forums.xfinity.com/t5/XFINITY-Stream-Website/Xfinity-Stream-website-known-issue/m-p/3283735#...

[chisolmw]

of course i did.  stop asking remedial questions please.  i've tried everything.         and AGAIN, ALL OTHER STREAMING SERVICES WORK FINE ON ALL BROWSERS.  Why cant you or any comcast employee get this?  i wish you were sitting next to me, then you wouldn't keep asking questions like i'm computer illeterate, and do something to solve the problem, as  i'm paying over $200 per month for triple play.

[chisolmw]

Iv'e tried ALL browsers.  they are ALL CHOPPY.  Jesus.  why can't any of the modertors get this?