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user_uyuuvw
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Visitor

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2 Messages

Monday, November 10th, 2025 10:57 PM

Picture Freezing while watching Apps -

I'm having trouble with the picture freezing while watching apps, most notably on HBO and HULU.  It happens more often when watching in the evening then during the day.  HULU also gets the sound off-sync with the picture.  So frustrating, I restart the box all the time and it never fixes it.

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5 hours ago

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XfinityAlyssaA

Official Employee

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2.2K Messages

7 days ago

Good evening @user_uyuuvw, and thank you for reaching out on our Community Forums regarding your issues with freezing while watching HBO and HULU. Those are two of my favorite apps so I can understand how frustrating this must be. I appreciate you trying to restart the box as well. Have you tried resetting your modem? Can you also confirm the TV and apps are up-to-date? 

 

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user_uyuuvw

Visitor

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2 Messages

Hi, I have reset the modem and I even recently exchanged for a new one.  I’ve switched out both cable boxes so they are fairly new as well. 

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2 days ago

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XfinityAlyssaA

Official Employee

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2.2K Messages

Thank you for confirming that you have tried resetting the modem and exchanging it for a new one @user_uyuuvw. I also see that you have tried switching out your cable boxes as well. Let's take a closer look and run through some additional troubleshooting steps to see if we need to send out a technician to investigate further. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

 

 

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5 hours ago

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