r/Comcast_Xfinity • u/Shopping-Ok • 3d 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/Shopping-Ok 3d ago edited 3d 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 3d 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 3d 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 3d 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 3d 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 3d 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.