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user_iusmos
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Visitor

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4 Messages

09/04/2026 4:06 AM

Hulu freezing during comercials

Same problem many others are having.  Just signed up for Disney/ Hulu, wasted a whole evening getting the app and couldn't watch one show.  

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6 days ago

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XfinityAbby

Official Employee

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1.3K Messages

9 days ago

Hello @user_iusmos thank you for reaching out on our community forum! I understand it can be frustrating when your video services are not working as expected. Has this issue since been resolved? Do you have a cable box that you are using to access Hulu or are you accessing the app through a smart TV? 

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user_iusmos

Visitor

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4 Messages

We are using an XFinity X1 cable box.  Comcast told me this is the problem and they are working on it.  In the mean time we have to pay an additional $8 per month for premium (no commercials) and the problem goes away.  

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8 days ago

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XfinityEmilyB

Official Employee

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3.2K Messages

 

user_iusmos Thank you for confirming you're seeing the issues when you access the app through an X1 cable box. If you open the app on another device, do you run into the same issue or is this only affecting the app on the cable box? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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8 days ago

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user_iusmos

Visitor

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Sorry, I can't answer that, we did not try in on our smart tv before we ordered premium service without commercials.  Even with Disney+ Premium/Hule, we still see lag, spinning wheel of death, for some periods, but it does not completely freeze up as with standard Disney+ / Hulu

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6 days ago

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XfinityAngie

Official Employee

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3K Messages

 

user_iusmos, we can run through some troubleshooting steps to see if we can get this working better. When you have a little time, 

send us a DM with your name and address.

Here are the detailed steps to direct message us:

1. Click "Sign In" if necessary.

2. Click the “Direct Messaging” icon.

3. Click the “Start new conversation” (pencil and paper) icon.

4. In the “To:" line, type “Xfinity Support”.

5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.

6. An “Xfinity Support” graphic will replace the “To:" line.

7. Type your message in the text area near the bottom of the window.

8. Press “Enter” to send it.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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6 days ago

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