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Xfiniti Streaming is skipping content

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Frequent Visitor

Xfiniti Streaming is skipping content

When I navigate to tv.xfinity.com to watch my DVR tv shows, I've noticed that my 60 minute shows have 45 minutes of content.  And my 30 minute shows maybe have 22 minutes of content.  When I use my dekstop to watch my DRV shows, it is skipping content.  Meaning it skips from one frame to another.  This has occurred for the past two maybe three weeks now.  And it never used to do that.  I've tried watching my DVR tv shows not only on my desktop computer, but I tested it on another desktop computer at another location other than my home and I experience the same issue.  Both are on Google Chrome running Windows 10.  I tested this on IE as well - same issue.  How do I resolve this?

 

To add - when I watch my DVR shows at home on my TV, I don't have this problem.

Service Expert

Re: Xfiniti Streaming is skipping content

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




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Official Employee

Re: Xfiniti Streaming is skipping content

 

MsKrystin, I've seen your private message to Joe, so I'll follow up with you there. 

 

KenF


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Regular Visitor

Re: Xfiniti Streaming is skipping content

Is there an update on this issue? I am having the same issue with my xtv.comcast.net site and the Xfinity Stream app on my phone. 

Frequent Visitor

Re: Xfiniti Streaming is skipping content

I was told there was a known issue in my area, they are looking into it, but no ETA on a resolution.

Service Expert

Re: Xfiniti Streaming is skipping content


@harkirath wrote:

Is there an update on this issue? I am having the same issue with my xtv.comcast.net site and the Xfinity Stream app on my phone. 


Does the home DVR copy of the same program play normally without skips?




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Service Expert

Re: Xfiniti Streaming is skipping content


@MsKrystin wrote:

I was told there was a known issue in my area, they are looking into it, but no ETA on a resolution.


Does the home DVR copy of the same program play normally without skips?




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New Poster

Re: Xfiniti Streaming is skipping content

I’ve been having the same issue for a month now. The home DVR does not skip, only if it’s on any devices (for me specially my iPhone and iPad) The only way I’ve found for this not to happen is to delete my recording and then watch the On Demand version of the recording, but of course have to sit through the commercials and don’t have fast forwarding functionality. If anyone finds out a fix to this, please let me know!! So frustrating...
Service Expert

Re: Xfiniti Streaming is skipping content


@bethanyjacobs wrote:
I’ve been having the same issue for a month now. The home DVR does not skip, only if it’s on any devices (for me specially my iPhone and iPad) The only way I’ve found for this not to happen is to delete my recording and then watch the On Demand version of the recording, but of course have to sit through the commercials and don’t have fast forwarding functionality. If anyone finds out a fix to this, please let me know!! So frustrating...

@ComcastKenF has been responding to these posts. 




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New Poster

Re: Xfiniti Streaming is skipping content

Is there an answer to this issue? I have been having the same problem.

New Poster

Re: Xfiniti Streaming is skipping content

I'm having the exact same issue, the new player overall streams VERY poorly since it's release...the skipping (seems sections were deleted) started today, HOWEVER, your Advertisments play flawlessly....go figure.


@ComcastKenF wrote:

 

MsKrystin, I've seen your private message to Joe, so I'll follow up with you there. 

 

KenF


 

Service Expert

Re: Xfiniti Streaming is skipping content

@ComcastKenF monitors this thread when in office.




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New Poster

Re: Xfiniti Streaming is skipping content

I'm having this same problem. Please assist!

New Poster

Re: Xfiniti Streaming is skipping content

Same problem here. Please advise

It appears like the app connection with the system is not strong enough and take seconds to reconnect, so the result is skipping comtent, disconnecting and reconnecting. 

Very frustrating

 

Any action from my side works, I have tried everything. 

New Poster

Re: Xfiniti Streaming is skipping content

Same issue for me. Has been going on for months.

New Poster

Re: Xfiniti Streaming is skipping content

I'm having the same problem.   Xfinity Stream plays real-time TV shows OK, but consistently skips parts of scenes and has trouble where it is within the playback, from one minute to the next, but ONLY with recorded shows.   My understanding is that Stream only plays from the cloud, NOT from the DVR.   I tried watching a couple of Xfinity recordings.  Unwatchable due to skips.   I moved closer to my WIFI and DOWNLOADED the same shows to my iPhone 6.   When played back, THESE SAME SHOWS SKIPPED IN THE SAME PLACES.

 

Thus, this is NOT a matter of Xfinity doing server load sharing, and us getting lapses during the switches.  No, this means the VIDEO FILE IS CORRUPTED ON COMCAST SERVERS.   There is nothing we can do about this by reloading Stream, rebooting, etc. etc. etc.   

 

Please fix this ASAP Comcast, or provide a monthly discount for services not rendered. 

Service Expert

Re: Xfiniti Streaming is skipping content

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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New Poster

Re: Xfiniti Streaming is skipping content

My stream hasn't been working correctly for several months. The shows skip over 5, 10, 15 minutes. This happens on ALL devices. phones, tablets and computers. We can now only watch DVR'd shows on TV. I do not have a virus, and all updates have been done.

New Poster

Re: Xfiniti Streaming is skipping content

Yes, and besides losing track of the playback location within the recorded file (skips, jumps, etc),  I also have continuing problems with multiple audio streams playing concurrently and lockups.  I can usually "fix" the multiple audio streams by jumping backward or foward, which seems to reset Stream's player.   These are problems with my recorded (Xfinity Cloud) shows.  The same shows play just fine on my DVR.   I can also usually play live TV shows on an iPhone 6 without problem.    I check download speeds to be around 24 Mbps.   I am pretty sure that some recorded files are corrupted on the server, as they seem to upchuck at exactly the same point at the same time in the playback, when played back multiple times.   This makes it unlikely (IMO) that the issues are due to switching between servers due to load leveling.    If it IS the latter, the is a repeatable aspect to this which should be easily identifiable.  

Contributor

Re: Xfiniti Streaming is skipping content

I’m having the same problem on the Xfinity Stream app for Roku.
New Poster

Re: Xfiniti Streaming is skipping content

I have been experiencing the same issues on multiple devices for several weeks now. The skips happen at the same spots in the show no matter what streaming device is used (Except for the cable box its self). This is obviously not a connection issue.

Please help resolve this issues

 

Service Expert

Re: Xfiniti Streaming is skipping content


@dipasqut wrote:

I have been experiencing the same issues on multiple devices for several weeks now. The skips happen at the same spots in the show no matter what streaming device is used (Except for the cable box its self). This is obviously not a connection issue.

Please help resolve this issues 


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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New Poster

Re: Xfiniti Streaming is skipping content


@Rustyben wrote:

 

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.

Can you link to an official post with this knowledge, please, as well as whatever key words are needed when talking to customer support to get this problem taken seriously?

New Poster

Re: Xfiniti Streaming is skipping content

@Rustyben

You keep making the same statement about balancing server loads, while the data strongly suggests that this is NOT the cause.  Dynamically balancing server loads might well result in skips, etc., but such skips would NOT happen at the same time in the playback, when played repeatedly.   Nor, would the skips happen at the same point in the playback, AFTER BEING DOWNLOADED TO THE PLAYBACK DEVICE.   The files are corrupted, or the playback engine is messed up.    Please move on to some other excuse.  

Service Expert

Re: Xfiniti Streaming is skipping content


@Mikie2 wrote:

@Rustyben

You keep making the same statement about balancing server loads, while the data strongly suggests that this is NOT the cause.  Dynamically balancing server loads might well result in skips, etc., but such skips would NOT happen at the same time in the playback, when played repeatedly.   Nor, would the skips happen at the same point in the playback, AFTER BEING DOWNLOADED TO THE PLAYBACK DEVICE.   The files are corrupted, or the playback engine is messed up.    Please move on to some other excuse.  


the issue is being worked on by Comcast and affects the recording itself when it is made. Comcast said it is being worked on, no manual fix is possible, that as server capacity is added, the systems migrates users from busier servers to less busy servers. 




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New Poster

Re: Xfiniti Streaming is skipping content


@Rustyben wrote:

@Mikie2

the issue is being worked on by Comcast and affects the recording itself when it is made. Comcast said it is being worked on, no manual fix is possible, that as server capacity is added, the systems migrates users from busier servers to less busy servers. 


Can you please link to an official source that acknowledges the problem and describes it as a capacity issue?  The only official posts I've seen on this probelm have only ever asked for more information.  I have not seen an official post that acknowledges the probelm and states that it's being worked on, no less that it's a capacity issue.

 

I've had 15-30 minute chunks taken out of normally scheduled recordings this week and it's pretty infuriating when this is, say, a live sporting event that does not repeat.  

 

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