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Xfinity Stream App is skipping part of scenes

Frequent Visitor

Xfinity Stream App is skipping part of scenes

For the last two days, my recorded shows are skipping scenes (fast forwarding) while playing.  I’m missing out on the full conversation.  Will be an app update to fix this issue? 

Service Expert

Re: Xfinity Stream App is skipping part of scenes


agilliam wrote:

For the last two days, my recorded shows are skipping scenes (fast forwarding) while playing.  I’m missing out on the full conversation.  Will be an app update to fix this issue? 


did you try on another device or desk/laptop? same results? home DVR plays fine?





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Frequent Visitor

Re: Xfinity Stream App is skipping part of scenes

Yes, it is doing the same issues on other devices with the app.  TV seem to be fine.  

Official Employee

Re: Xfinity Stream App is skipping part of scenes

 

Hello agilliam, are you referring to downloaded content on the app or are you streaming your recordings? Do you have any issues with watching live TV or on demand content? Can you please try signing in online and streaming the same shows there? 


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Frequent Visitor

Re: Xfinity Stream App is skipping part of scenes

I’m referring to my recorded shows that I watch on my iPad or iPhone with your TV Stream app. I went to xfinity website, logged in, it pull up my app to watch the shows, and it is still skipping through some scenes. Live TV seem to be fine. 

Official Employee

Re: Xfinity Stream App is skipping part of scenes

There could be a problem with the file on the cloud or your equipment could be causing the problem as well. Sign out of the app and try rebooting your DVR, in the meantime I can look into your DVR and make sure your equipment isn't experiencing any errors on our end. Please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me".


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New Poster

Re: Xfinity Stream App is skipping part of scenes

The same thing happens to me -over and over again for months. I have deleted and reloaded 3 times and no luck. More than one show and one recording. Very annoying!
Service Expert

Re: Xfinity Stream App is skipping part of scenes


Jfrankeberger wrote:
The same thing happens to me -over and over again for months. I have deleted and reloaded 3 times and no luck. More than one show and one recording. Very annoying!

the errors in playback are not in your device but in the cloud DVR server itself.





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Official Employee

Re: Xfinity Stream App is skipping part of scenes

 

Jfrankeberger wrote: The same thing happens to me -over and over again for months. I have deleted and reloaded 3 times and no luck. More than one show and one recording. Very annoying!

 

Hello Jfrankeberger, I can assist you with getting this issue resolved as well. Please send em a private message with your account information and we can get started. 


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New Poster

Re: Xfinity Stream App is skipping part of scenes

I have been having the same exact issue for months but it seems to be getting worse. A one hour show was reduced to 28min due to all of the skipping when I was using it today. This is when I download (over home WiFi, public/gym WiFi or cellular) a recorded show to my iPhone device using the app. Is there a fix for this?
Service Expert

Re: Xfinity Stream App is skipping part of scenes


Angiemyrechuck wrote:
I have been having the same exact issue for months but it seems to be getting worse. A one hour show was reduced to 28min due to all of the skipping when I was using it today. This is when I download (over home WiFi, public/gym WiFi or cellular) a recorded show to my iPhone device using the app. Is there a fix for this?

Hi, did you follow the directions from the Official Employee that posted just before your post?




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Official Employee

Re: Xfinity Stream App is skipping part of scenes

 

Angiemyrechuck wrote: I have been having the same exact issue for months but it seems to be getting worse. A one hour show was reduced to 28min due to all of the skipping when I was using it today. This is when I download (over home WiFi, public/gym WiFi or cellular) a recorded show to my iPhone device using the app. Is there a fix for this?

 

This is not an app or system issue that is occurring across the board so I will need you to send me a private message with your account information so that I can repair your app or TV services on the back end. 


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New Poster

Re: Xfinity Stream App is skipping part of scenes

I’m having the same issue. I can watch the same recording through my Android tablet and there’s not an issue. None of the boxes in my home have this issue. It’s just on my iPhone.
Service Expert

Re: Xfinity Stream App is skipping part of scenes


kkclark1007 wrote:
I’m having the same issue. I can watch the same recording through my Android tablet and there’s not an issue. None of the boxes in my home have this issue. It’s just on my iPhone.

please look at the directions to fix this in th epost just above your post.




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New Poster

Re: Xfinity Stream App is skipping part of scenes

Yeah thanks but for the 2nd time trying that, it didn’t work.
Service Expert

Re: Xfinity Stream App is skipping part of scenes


kkclark1007 wrote:
Yeah thanks but for the 2nd time trying that, it didn’t work.

are you saying you messaged @ComcastAmir and did not get the issue fixed?




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New Poster

Re: Xfinity Stream App is skipping part of scenes

I have the same issue. I chatted with support and we reset my cable box. Checked the recording and it is now fine through the box but then I went to stream it on my iPad and it’s still skipping so I searched and found this forum. I tried the solution the Comcast rep just suggested below and yet again, it’s still skipping.
Service Expert

Re: Xfinity Stream App is skipping part of scenes


Brittneywacholz wrote:
I have the same issue. I chatted with support and we reset my cable box. Checked the recording and it is now fine through the box but then I went to stream it on my iPad and it’s still skipping so I searched and found this forum. I tried the solution the Comcast rep just suggested below and yet again, it’s still skipping.

please scroll up a few posts and follow @ComcastAmir's directions.




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New Poster

Re: Xfinity Stream App is skipping part of scenes

I am having this same issues. For months now. Can this be fixed for me as well please. Getting very frustrated.
New Poster

Re: Xfinity Stream skips ahead several seconds often!

I too am experiencing skips of several seconds in X1 recorded shows played on my lapop after siging into Xfinity Stream...does not seem to happen when I play the identical show directly from DVR to TV... 

Service Expert

Re: Xfinity Stream skips ahead several seconds often!

please scroll up a few posts and follow @ComcastAmir's directions.




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Frequent Visitor

Re: Xfinity Stream App is skipping part of scenes

I sent you a private message yesterday about my ongoing app issue.  

Service Expert

Re: Xfinity Stream App is skipping part of scenes


agilliam wrote:

I sent you a private message yesterday about my ongoing app issue.  


the Official employees often help in private message but I like to keep all my help in the forum (hope you don't mind). did the Comcast employee contact you yet?




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New Poster

Re: Xfinity Stream App is skipping part of scenes

I'm having the exact same problem. Its ridiculous and frustrating. I'm starting to believe this is a way for comcast to get ppl to watch shows on demand on their mobile device seeing the commercials instead of allowing us to watch the DVR'd show skipping ahead through the commercials

Service Expert

Re: Xfinity Stream App is skipping part of scenes


Fbjohnnie2003 wrote:

I'm having the exact same problem. Its ridiculous and frustrating. I'm starting to believe this is a way for comcast to get ppl to watch shows on demand on their mobile device seeing the commercials instead of allowing us to watch the DVR'd show skipping ahead through the commercials


hi, scroll up a few posts to official employee ComcastAmir and please follow his directions so your problem can be resolved.




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Frequent Visitor

Re: Xfinity Stream App is skipping part of scenes

I was instructed to send a private message so they can look into my issue. I have not heard from anyone yet. 

Service Expert

Re: Xfinity Stream App is skipping part of scenes


agilliam wrote:

I was instructed to send a private message so they can look into my issue. I have not heard from anyone yet. 


you sent to @ComcastAmir  right?




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Official Employee

Re: Xfinity Stream App is skipping part of scenes

 

agilliam wrote: I was instructed to send a private message so they can look into my issue. I have not heard from anyone yet. 

 

Please send me a private message with your account information and I will be able to assist you further with getting this issue resolved. 


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Regular Visitor

Re: Xfinity Stream App is skipping part of scenes

I am also having the same problem with the cloud dvr recordings content skipping on Roku. It all started on 1/15/2018 when the beta app updated and had us digitally sign the DVR agreement. Before that it was working perfect. Tred sending private message to @comcastamir, to send him my account info, and I also do not have that capability. Please help. 

Official Employee

Re: Xfinity Stream App is skipping part of scenes

 

gthomas142 wrote: I am also having the same problem with the cloud dvr recordings content skipping on Roku. It all started on 1/15/2018 when the beta app updated and had us digitally sign the DVR agreement. Before that it was working perfect. Tred sending private message to @ComcastAmir, to send him my account info, and I also do not have that capability. Please help. 

 

I sent a private message to you, please insert your account information there.


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Frequent Visitor

Re: Xfinity Stream App is skipping part of scenes

I am having the same problem: makes a potentially great app pretty much useless.  At first I thought it was primarily CBS, but I now see it with most of the networks.  Last week’s episode of the Brave (NBC) played in less than 30 minutes - a full 1/3 of the program lost to skips.  No problems with home DVR playback.  Just DVR playback using the app  - either streaming or downloads - on my iPad air2.  The app seemed to work OK before Thanksgiving 2017, but started the serious and annoying skipping after Thanksgiving.  Is it a coincidence that this was the same time Comcast removed the Record function?

 

I have sent an email to ComcastAmir with all the pertinent account information. I have not heard a response yet, but it’s only been a day.

Service Expert

Re: Xfinity Stream App is skipping part of scenes


wrote:

I am having the same problem: makes a potentially great app pretty much useless.  At first I thought it was primarily CBS, but I now see it with most of the networks.  Last week’s episode of the Brave (NBC) played in less than 30 minutes - a full 1/3 of the program lost to skips.  No problems with home DVR playback.  Just DVR playback using the app  - either streaming or downloads - on my iPad air2.  The app seemed to work OK before Thanksgiving 2017, but started the serious and annoying skipping after Thanksgiving.  Is it a coincidence that this was the same time Comcast removed the Record function?

 

I have sent an email to ComcastAmir with all the pertinent account information. I have not heard a response yet, but it’s only been a day.


do you actually mean you sent a private message by selecting his username and then sent a private message to hijm?




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Frequent Visitor

Re: Xfinity Stream App is skipping part of scenes

I curious:  how does you knowing how I contacted ComcastAmir (who has responded) help me or anyone else on this thread resolve the DVR streaming skipping problem?

Service Expert

Re: Xfinity Stream App is skipping part of scenes


wrote: RickLoC53 wrote:

I curious:  how does you knowing how I contacted ComcastAmir (who has responded) help me or anyone else on this thread resolve the DVR streaming skipping problem?


it was a question we do not know more than is in the thread. the Official employees do.




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New Poster

Re: Xfinity Stream App is skipping part of scenes

We just got their streaming beta service and I am using a Roku stick. All of our recordings on the dvr that are stored on the cloud keep skipping big chunks of every show. If I watch livevtv or use other apps duch as the Roku app or hbogo, it works perfectly. I have 2 Roku’s on 2 separate TVs and they both do it at the same times during the recordings. We have uninstalled and reinstalled the app twice. We just spent 50 min on the phone with tech support and they had no clue how to fix the problem. They are now sending a tech out Wednesday! Can someone help me fix this or get it reset ion the Comcast system properly? If this can’t be fixed, I am within our 30 days and I will be cancelling.
Service Expert

Re: Xfinity Stream App is skipping part of scenes


@Thefinneys79 wrote:
We just got their streaming beta service and I am using a Roku stick. All of our recordings on the dvr that are stored on the cloud keep skipping big chunks of every show. If I watch livevtv or use other apps duch as the Roku app or hbogo, it works perfectly. I have 2 Roku’s on 2 separate TVs and they both do it at the same times during the recordings. We have uninstalled and reinstalled the app twice. We just spent 50 min on the phone with tech support and they had no clue how to fix the problem. They are now sending a tech out Wednesday! Can someone help me fix this or get it reset ion the Comcast system properly? If this can’t be fixed, I am within our 30 days and I will be cancelling.

@ComcastAmir follows this thread and will probably reply shortly. 




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Frequent Visitor

Re: Xfinity Stream App is skipping part of scenes

I have sent two messages @comcastamir in January and today.  I have a screenshot of the messages sent.  I never received a reply.  The skipping is still occurring in all of my recorded shows for months.  I have to watch the shows through on demand in order to not miss scenes.  This is quite ridiculous and should have been fixed a long time.  The monthly bill is not cheap and I know I’m not the only one with this problem. 

Official Employee

Re: Xfinity Stream App is skipping part of scenes

@agilliam, I apologize for the delay. I have responded to your private message, please reach back out to me there. 


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New Poster

Re: Xfinity Stream App is skipping part of scenes

I too am experiencing skips of several seconds in X1 recorded shows played on my lapop after siging into Xfinity Stream

It does not happen when I play the identical show directly from DVR to TV. 

I have reset my DVR as well.

I have tried to send a private msg but it is not working. 

 

Please do what ever it is you need to on your end to fix the issue.

Service Expert

Re: Xfinity Stream App is skipping part of scenes


@FemVioleta wrote:

I too am experiencing skips of several seconds in X1 recorded shows played on my lapop after siging into Xfinity Stream

It does not happen when I play the identical show directly from DVR to TV. 

I have reset my DVR as well.

I have tried to send a private msg but it is not working. 

 

Please do what ever it is you need to on your end to fix the issue.


apparently it is a known problem that tends to affect us customers randomly and appears to fix it self as the system 'rebalances' cloud DVR load from server to server. 




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New Poster

Re: Xfinity Stream App is skipping part of scenes

I am having the same problem too. Tried different browsers, etc. still skips. Totally frustrating.

New Poster

Re: Xfinity Stream App is skipping part of scenes

The Stream app has been skipping on me for months now. Totally frustrating and makes the app useless. I use an iPhone and an iPad. Playback from TV is fine.

Can someone from Comcast please fix this? I hate paying for a service I don’t get!!!!
New Poster

Re: Xfinity Stream App is skipping part of scenes

I too am having the same problem. I spent an hour on the phone with a Comcast rep only for her to tell me that my app may not be set up properly and to uninstall and reinstall the app. When that didn't work she told me to go to www.xfinity/stream to watch my recorded shows. That wen address only led me back to the app.... I'm so frustrated at this point. It's been going on for months now.
Service Expert

Re: Xfinity Stream App is skipping part of scenes

there is a known issue that affects random customers for random amounts of time. It appears that during peak times some servers are at over capacity for programs to be recorded. The errors cause the servers to move customers around to less 'full' servers over time.




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Re: Xfinity Stream App is skipping part of scenes

I have the app on 2 separate devices and this occurs quite frequently in multiple shows and episodes.  This occurs whether I stream or download the episodes to my devices.  I do not experience this when I watch from my DVR.  Can someone assist me with this?

Service Expert

Re: Xfinity Stream App is skipping part of scenes

there is a known issue that affects random customers for random amounts of time. It appears that during peak times some servers are at over capacity for programs to be recorded. The errors cause the servers to move customers around to less 'full' servers over time.




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I am not a Comcast employee.

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New Poster

Re: Xfinity Stream App is skipping part of scenes

STILL HAVING THIS ISSUE! Went up to Tier 3 support, sent a tech out, blah blah blah. Our new stream service is absolute garbage. Our recordings skip and don't record our whole episodes. Live TV skips and subtitles will pop up out of nowhere. I don't think this BETA was ready to roll out and we are all guinea pigs. Canceling tomorrow. I have no other option. I have about 1800 ticket numbers and a direct line to some super-duper tech team supposedly. Still nothing. Over it. It's been a month with no solution. There is absolutely nobody at Comcast that can help you!!!! TRUST ME!!!

New Poster

Re: Xfinity Stream App is skipping part of scenes

I too have this issue. Is there no one who can help?
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