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Stream app often doesn't download full episodes or won't playback

Regular Visitor

Stream app often doesn't download full episodes or won't playback

Variable problems:

One show will only download 10 min so I have to watch full episode on TV.

Another episode of different show says playback error.  Try later.

Another downloaded show will start playing (at work) then when I leave work WiFi network, screen says I need to change cell settings.

Why all these problems? I get on both smartphone and Android tablet.

Service Expert

Re: Stream app often doesn't download full episodes or won't playback


rhow wrote:

Variable problems:

One show will only download 10 min so I have to watch full episode on TV.

Another episode of different show says playback error.  Try later.

Another downloaded show will start playing (at work) then when I leave work WiFi network, screen says I need to change cell settings.

Why all these problems? I get on both smartphone and Android tablet.


I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread or via Private Message from a Comcast Official Employee.




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Official Employee

Re: Stream app often doesn't download full episodes or won't playback

 

rhow, do you have the latest update for the app on  both devices? Let's take a closer look here. Please send me a private message (Click ComcastKenF and then click Private Message Me) with your account address and full name for assistance.


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Regular Visitor

Re: Stream app often doesn't download full episodes or won't playback

I'm still having problems with downloads to phone or tablet not playing successfully
Screenshot_20171205-080637.png
Official Employee

Re: Stream app often doesn't download full episodes or won't playback

rhow, apologies for the delay. I've respond to our private message thread. 


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Service Expert

Re: Stream app often doesn't download full episodes or won't playback

Ken, what are you finding is the issue for the customers and the fix?




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Official Employee

Re: Stream app often doesn't download full episodes or won't playback

Ken, what are you finding is the issue for the customers and the fix?

 

Rustyben, still investigating, but the common issue I'm seeing is identical upstream signal issues on the modem and X1 box and out of date firmware. There is a syncing issue on the cloud caused by these factors.  


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