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user_80561b
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Thursday, September 29th, 2022 12:36 AM

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Xfinity stream app stuck on one channel in new Samsung TV

I bought a new Samsung TV, downloaded the Xfinity Stream app and while changing channels the app got stuck on a channel I was watching... You can't go back to the app menu and restarting the app or turning the TV on and off only brings you back to the same channel with no chance of changing it.

I uninstalled and reinstalled the app and the issue was gone for 5 minutes until it got stuck on another channel.

Reinstalling the app is not the solution,... Please let me know if there is a fix for this.

Thanks 

Question

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Updated 

2 years ago

2.2K

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user_672775

Visitor

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3 Messages

2 years ago

having the exact same issue.  Used to work fine on Samsung TV....then Xfinity must have "improved" it...now it does not work.  So basically can't stream.  

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user_bc94f4

Visitor

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1 Message

2 years ago

We are having same issue.  Stuck on one channel  Can’t get to Xfinity guide 

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user_7373c1

Visitor

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3 Messages

2 years ago

Same issue. This app [Edited: "Language"]. 

(edited)

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user_7373c1

Visitor

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3 Messages

@user_7373c1​ can’t use the “back arrow” on the remote or get to the guide. Come on X finity!! Get it together. 

2 years ago

user_28bdac

Visitor

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4 Messages

2 years ago

Same here. Can’t use back functionality to get to channel guide

1

XfinityVianney

Official Employee

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1.7K Messages

Hello, @user_28bdac. I see you are having a similar issue as well, along with, many others here. The best way to get an idea of how we can help is to get a clear picture of your set-up and exact issues. Everyone will likely have a different Samsung TVs with different versions of internal software. Please let know your exact device and any troubleshooting you've tried so far. You can also feel free to create your own post if you'd like assistance as it pertains to your exact issue and equipment. Thanks. 

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 a reply as the Accepted Answer.tick

2 years ago

0

user_b5302e

Visitor

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2 Messages

2 years ago

You might have good luck by asking Xfinity for an Account Refresh. An Xfinity online tech performed one when our Samsung had the problem today. Shortly afterward, we again had access to our usual channels. But was the Account Refresh the solution? I asked the tech whether, if this ever happens again, we should request an Account Refresh immediately (rather than first enduring two hours+, as I had to). The response: "You are certainly welcome to try that, I'm not 100% sure that is what got it going either though, it may have just been ready to go."

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user_b5302e

Visitor

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2 Messages

2 years ago

Interesting that everybody here reported the problem in the last 24 hours. How many other Samsung owners must be affected? Could be an epidemic. But nobody I talked to at Xfinity seemed to recognize the issue may be widespread.

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user_7373c1

Visitor

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3 Messages

2 years ago

What a joke xfinity. 

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CCLysa

New Problem Solver

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617 Messages

Hi @user_7373c1

 

Thank you for sharing your experience with us! We want to do all we can to help. Please send me a Direct Message so that I can gather some account details. 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the “chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

I no longer work for Comcast.

2 years ago

0

XfinityPeterH

Official Employee

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1.5K Messages

2 years ago

Hello @user_80561b and thank you for reaching out to us about your experience with our Xfinity Streaming App. I would be reaching out if I was having this issue too. Due to you and everyone else on this thread sharing details like this helps us improve and make sure we can deliver the best service. Please feel free to reach out to us in a Direct Message so we can investigate your account deeper. 

(Full credit to @BruceW for this excellent explanation!) 



"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:



  • Click "Sign In" if necessary





  • Click the "New message" (pencil and paper) icon



  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there



  •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list



  •  - An "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



See https://comca.st/3E7qkms for an example.


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BruceW

Gold Problem Solver

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26K Messages

2 years ago

... Samsung TV ... Xfinity Stream app ... stuck on a channel I was watching ...

In https://forums.xfinity.com/conversations/x1/missing-mini-guide/62db365d6f170a2f7efb365b?commentId=62dddb1c6a3f856065f6d062&replyId=62de6d416f170a2f7efb5a2e employee @XfinityEva wrote of the formerly Beta Stream App for Partner Devices:

... Depending upon the amount of RAM in the TV (2GB or less), the MiniGuide feature was removed to improve performance and overall experience with the app. 

Without the MiniGuide, to change the channel in the Stream App for Partner Devices (v1.14.3) on my Samsung I have to [Return] to the first Stream screen ("Now Playing"), select "Live TV", and scroll-scroll-scroll to the channel I want to watch. "Saved", "Browse", "Search", and "Settings" are also options on that screen.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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mpq1969

Visitor

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5 Messages

2 years ago

I found this chat after experiencing this same issue just today. I open the Xfinity Stream app and it is stuck on CBS with no chance to change it whatsoever. Never had this problem with the beta version of the app. Xfinity has been very disappointing for a very long time.

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CCJennifer

Problem Solver

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743 Messages

@mpq1969 This is never the experience we want for you, and we're happy to help. Could you please send our team a direct message with your full name and full address? 

  • Click "Sign In" if necessary

 

 

  • Click the "New message" (pencil and paper) icon

 

  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 

  • - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

I no longer work for Comcast.

2 years ago

0

mpq1969

Visitor

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5 Messages

@XfinityJennifer​ I am trying this now.  

2 years ago

0

CCCrystal1

Problem Solver

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528 Messages

Hi there! I'm sorry to hear that you are having issues with the Xfinity Stream app. I can definitely look into this for you, no problem at all! Please send me a private message with your full name and full address. To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”.

I no longer work for Comcast.

2 years ago

0

user_19e929

Visitor

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1 Message

2 years ago

I was having the same issue on a Samsung tv.  I went to apps and selected reinstall. After it booted up, the same stuck channel appeared but the back button now functions 

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