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horigan
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Conversation Starter

Regular Visitor

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7 Messages

Monday, December 27th, 2021 11:00 PM

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Can't play recorded programs

I'm unable to play recorded programs, either through my DVR or through the Xfinity streaming app.  I can see the recordings saved on the DVR and on my app, but when I hit play, I get "Sorry we're having some trouble.  Please try again in a few minutes" on the DVR or "Playback Issue: TVAPP-00353.  Sorry, something unexpected happened.  Please try again". 

I've done a reboot and a refresh on the DVR and tried multiple times over an hour with the same results.  

What else can I do to resolve this?

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3 years ago

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horigan

Regular Visitor

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7 Messages

3 years ago

Hi,  Thanks for all the support.  I engaged a support agent who coordinated real time with Xfinity Engineering to understand the issue.  The recordings in question were three NFL games.  I am able to watch NFL games on my local channels and on ESPN, but not on the NFL Network.  It turns out that even though I launched the recordings from channels I have access to, the playback of the recordings is being blocked by the NFL Network since I don't have access to that channel.  I've been able to watch recorded NFL games of my local team, but these three recordings I had issues with were not my local team.  Weird.

I consider this issue resolved.  Thanks!

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XfinityJaxie

Official Employee

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292 Messages

Hello, @horigan, thank you so much for giving us that update! We are very happy to hear that and were able to assist! If you should need us for anything else, please do not hesitate to reach out to us! We are here 24/7/365 to provide assistance. 

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

3 years ago

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CCMartin

Gold Problem Solver

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2.9K Messages

3 years ago

@horigan

 

Hey there! Our team wants to reach out and touch base. I know its been a couple days since you last reached out. Are you still experiencing that error code? If so let us know. We will be looking out for message! 

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horigan

Regular Visitor

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7 Messages

3 years ago

Hi there!  Yes, still having the issue.  Help would be appreciated.  :)

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CCMartin

Gold Problem Solver

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2.9K Messages

@horigan

 

Can you please send us a private message with your full name and full service address to get started?
To send the requested information:
  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon 
  • 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

I no longer work for Comcast.

3 years ago

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