Forum Discussion

WCW1's avatar
WCW1
Newbie
8 months ago

Video only suddenly pauses on Xfinity stream app only

After working perfectly for over a year, my Xfinity stream app (through Roku device) suddenly became continuously choppy (video only).  This occurs only with the Xfinity stream App.  Netflix, Prime, Apple TV, etc all work fine with the 4K HDR 60 fps setting.  I have restarted the app, then removed and reinstalled but app with no luck.

 

If I change the video display on the Roku from the automatically selected  4K HDR 60 fps to 4k 60fps, the video becomes smooth again.    Any suggestions?  thanks 

 
 
app playback
  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    8 months ago

    Welcome and thank you for posting here in the Roku Community, WCW1!

    We appreciate you reaching out for support and we'd be happy to help you find the best resolution. 

    If your channel subscription is not billed via Roku, we suggest the following troubleshooting steps:

    1. Remove the channel: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
    2. Perform a system reboot: navigate to your Home, select Settings > System > Power (skip if unavailable) > System restart
    3. Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel

    For reference, you may also visit our support article dedicated to this: How to resolve a channel playback issue

    If the issue persists, we highly recommend directly coordinating this with the channel provider as they manage and maintain their app on the Roku streaming platform independently. 

    You may reach them here: Xfinity Support

    We hope this will be sorted out soon.

    Best regards,
    Carly

    • Jasongerhart's avatar
      Jasongerhart
      Newbie
      8 months ago

      I am having the same issue with my Roku Ultra LT, but not my other 2 roku devices. Just with the xfinity stream app as well. I haven't found where you changed the video play back to get it smooth.

      • RokuCarly's avatar
        RokuCarly
        Community Moderator
        8 months ago

        Welcome to the Roku Community, Jasongerhart!

        Thanks for reaching out here. We'd like to suggest further steps to help you get back on streaming the Xfinity Stream app on your Roku. 

        We suggest the steps provided above. In addition, we would also suggest pressing the star (*) button on your remote during playback to see if there are display options available. 

        If no avail, we recommend directly coordinating this with the channel provider for further assistance. Details are posted above. 

        Thank you for your kind understanding.

        Best regards,
        Carly