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wagner597's avatar
wagner597
Channel Surfer
2 years ago
Solved

Xfinity stream app freezing

Is anyone else having a problem with Xfinity Stream freezing?  Our issue began yesterday afternoon.  It first started where we couldn't load the Xfinity app at all.  Then a couple of hours later we could load the app.  Then after we were watching anywhere from 15-30 minutes it would freeze.  After about a minute it would then go back to the home screen and we could use the remote.  I thought the streaming stick was overheating, but since it is continuing we now know that is not the case.  I restarted the Roku 4K streaming stick, restarted the wifi and internet router this morning as it was still doing it.  After that we loaded the app and within 5 minutes it froze again.  So our next trouble shooting was to switch to the Pluto app.  We were able to watch it with no issues. 

Just wondering if anyone else is having this issue before we contact support.  

app playback
  • wagner597's avatar
    wagner597
    2 years ago

    RokuJechealR Thank you for your reply.  I've think it has something to do with the power cord with the long-range Wi-Fi receiver.  I've checked everything else so far including the removing the Xfinity channel and adding it back in.  It's just weird that it started 2 days ago and I'm only having the problem with our Vizio 4K smart TV as I connected it to our Samsung smart TV with the power cord with the long range Wi-Fi receiver and didn't have the problem.  We also determined it wasn't just the Xfinity channel, as what it does is lose network connection after about 20-25 minutes.  

    Feel free to close this discussion since it's not the issue I originally thought.

22 Replies

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  • Beccag55's avatar
    Beccag55
    Newbie
    2 years ago

    This just happened to me all of a sudden.  The xfinity app froze and I couldn’t navigate it.   I looked at the Roku response below to remove the app but instead I restarted the app by highlighting the app on the Home Screen, pressing the star button and choosing Restart app.  Working fine now! 

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      2 years ago

      Hi wagner597,

      Thanks for your first post here in the Roku Community!

      We appreciate you sharing the issue you've encountered on the Xfinity app. Have you tried removing the Xfinity app and then reinstalling it? In some cases, that resolves the issue. Make sure you restart your Roku device before adding the channel back in to ensure the process is successful. Here are the steps you can follow:

      1. Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
      • Note: If you remove a subscription channel billed to your Roku account, you must cancel the subscription before seeing the Remove Channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel. 
      1. Restart your Roku device: If reaching the power cord to unplug your Roku device is inconvenient, you can restart the device from the settings menu. Go to Settings > System > System Restart > Restart.
      2. Reinstall the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
        • Note: If you add a subscription channel billed to your Roku account, you must re-subscribe.

      Please let us know if there's any difference after.

      All the best,

      Chel

      • Christinem67's avatar
        Christinem67
        Reel Rookie
        2 years ago

        Roku is this a roku issue or xfinity app issue? Ive done all these steps and its still not working. 

    • Cease's avatar
      Cease
      Reel Rookie
      2 years ago

      I’m having same problem. 

      • dterry's avatar
        dterry
        Newbie
        2 years ago

        Same issues as the others recently. I open the app and it closes almost immediately. I have removed the app, reset my TV, and reloaded. I also reset my internet connections. This is on a TCL Roku TV. 

  • Cease's avatar
    Cease
    Reel Rookie
    2 years ago

    Yes! Home Screen takes me to apps but Xfinity stream app opens briefly and then goes back to Home Screen. I am unable to get app to function. 

    • rrubin's avatar
      rrubin
      Newbie
      2 years ago

      I have the same problem.  It is driving me crazy.  I am going to get a Firestick and see if that works better.

       

       

  • BSC's avatar
    BSC
    Newbie
    2 years ago

    Yes!! All of my TVs (TCL Roku and Roku sticks/devices) are all frozen on Purchases. These are old purchases from when we had XFinity cable. Cannot move at all on Xfinity stream off of Purchases. 

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      2 years ago

      Hi BSC,

      Thanks for your first post in the Roku Community!

      We understand that you are facing an issue with the Xfinity Stream channel. We're so sorry to hear about the experience and will work with you to look further into this issue but we will need more details. 

      Here are a few questions here to better understand what you're experiencing:

      • When did this issue first start occurring?
      • Do you observe this behavior while using any other channel(s) on your device?
      • Are you receiving error messages or codes when accessing the channel?
      • What troubleshooting steps have you taken so far to try to resolve the issue?
      • Have you tried the suggested solution that was previously posted by @RokuJechealR?

      We also recommend taking a look at our Support page to troubleshoot any channel playback issues: How to resolve a channel playback issue | Official Roku Support

      Please keep us posted and we'll continue assisting you from there.


      Best regards,
      Mary

      • rrubin's avatar
        rrubin
        Newbie
        2 years ago

        It happens sporadically.  Not with any other channel.  I also have a Roku in the basement.  Further from the WiFi and it works fine.  No error messages.  Just freezes.  All other channels still work.

        Rochelle

  • Mlnave's avatar
    Mlnave
    Channel Surfer
    2 years ago

    Yes. It's happening to me too. I can't watch more than 6 minutes before buffering kicks in. Maybe Xfinity wants me to purchase some new equipment. Lord, I know I'm not paying them enough. 

    Thank God for things like Max and Prime. Very little buffering so far.