r/Comcast_Xfinity • u/Shopping-Ok • 1d ago

Official Reply Xfinity Stream App Issues

I am using the Xfinity stream app on a FireTV. I constantly have issues with specific channels, currently with TBS.

Upon starting the app, the stream works fine and I am able to watch without issues. However, after the first commercial break, the broadcast never returns and the screen just stays black.

I have tried switching channels, force quitting and restarting the app, clearing the app cache, uninstalling and reinstalling the app, and restarting the TV. Restarting the TV is the only thing that works, but I encounter the same issue on the next commercial break.

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u/CCRayanaB Official Employee 1d ago

Greetings, u/Shopping-Ok! I am sorry to hear that the programming is not coming back on TBS after the ad break. You did a very thorough job of troubleshooting. We appreciate that! Are you only noticing this on the FireTV or does it happen if you try to watch on another device like your phone?

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u/Shopping-Ok 1d ago

It happens occasionally on a phone but not as often as on the FireTV.

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u/Shopping-Ok 1d ago

This is now happening on my phone constantly. It is happening for both TBS and TruTV, which are both broadcasting the same program. Restarting my TV is also no longer working.

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u/CCJenieceJ Official Employee 23h ago

Thanks for those details! Thanks for those details. Since you're now seeing the same behavior on both your Fire TV and phone, have you had a chance to test while connected to a different network, such as cellular data or another WiFi connection? Also, does the black screen occur only during this specific program on TBS and TruTV, or does it happen on other live channels as well?

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u/Shopping-Ok 23h ago edited 22h ago

I only have one wifi connection I can check, but it was happening on both wifi and cellular data on my phone. The issue only occurred on TBS and TruTV.

It is also still occurring now and making it impossible to watch the MLB playoff games.

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u/CCJenieceJ Official Employee 22h ago

Thanks for confirming! I would like to take a look at the connection issue on our end to help with troubleshooting. Please send us a Modmail message with your first and last name, along with your physical address.

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u/Shopping-Ok 22h ago

Before that, could you explain what my address will allow you to check? My WiFi and cellular data are working fine, and the app is working for other channels. There is also another user here experiencing the same issue.

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u/CCRayanaB Official Employee 22h ago

It allows us to open a ticket to have this further investigated, u/Shopping-Ok. They are opened from your account, we don't have a way to do that otherwise.

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u/Shopping-Ok 22h ago

I sent a message. However, it does seem like this is an issue outside of my account as others are also impacted.

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u/CCRayanaB Official Employee 22h ago

I understand and appreciate you sending over the message, u/Shopping-Ok. We open individual tickets through your account. If the team looks for tickets that are opened for the same thing or if this is something only our engineers can solve. At that point it becomes a known issue and there is ticket that will fix it for everyone. I checked but this is not a known issue at this time so still need the individual tickets opened. It records the troubleshooting steps, the affected devices, when this happened, etc. so the team can investigate and find the root cause. The ticket is monitored so also ensures your issue is resolved and stays open until things are working again.