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user_cf317c
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Monday, December 27th, 2021 5:47 PM

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DVR Recording cutting off early.

I have read the forum.  Do I have to go in to every program scheduled and change start/stop times?  This is ridiculous.  This is an Xfinity issue and should be fixed with one adjustment to the timing.

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3 years ago

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user_5d922f

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5 Messages

3 years ago

Ha!! This is how conspiracy theories get started. Divided nations and ultimately anarchy. State against state, county against county, city against city, school against school, church against church, dogs against cats and Coke against Pepsi. 

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XfinityThomasB

Official Employee

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1.9K Messages

Hello @user_5d922f. We would love to help you with this DVR recording timing variance. We greatly appreciate all of your time and patience with this. 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

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3 years ago

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SirLantzalot

Contributor

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36 Messages

3 years ago

Well I have an update... after speaking to a customer service rep on private messaging, I got this response:

You're absolutely right. I checked the recordings on the box, and they look great. This seems like a playback issue with the physical DVR. Since the cloud mirrors the recording from the box, exactly, we should be seeing the same issue on both locations if it were a recording issue. I checked the signals being sent and received from the box and I did find that your Down Rx Power signals are way out of spec and is definitely causing the issue. I'd like to send someone over the get your signals corrected so the playback issues stop.

So fingers crossed, someone is coming today to look at it.  I don't know what Down Rx Power signals are, but I'm hoping this fixes it and then that fix can happen for others too.

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SirLantzalot

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36 Messages

@SirLantzalot​ it didn’t work.  Now they want me to switch out the box.  They’re seriously refusing to understand that it’s a bug in their DVR playback software.  

3 years ago

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user_7a1f38

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1 Message

3 years ago

Been happening to us for months. Pretty pathetic that Xfinity refuses to acknowledge this is a widespread problem and fix it. 

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SirLantzalot

Contributor

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36 Messages

@user_7a1f38​ I've asked if they can escalate it to their developers and it seems that customer service doesn't have that option.  They can only troubleshoot hardware and if there are no errors flagged by their system then they can't do anything.  We need developers to see that this is a playback error on the DVR not a recording error.

3 years ago

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user_06fbe7

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9 Messages

3 years ago

So, after reading all these comments / situations, is there a solution yet? Just watched two recorded shows that ended early, for which I used the red "record" button to record. By using Xfinity's "solution" I would have to go to the guide and record the show following the one I just recorded - IF I'm doing this in real time - or if there's an upcoming show I want to record I have to adjust the end-recording time or also record the show following it?? So sophisticated (insert eye roll).

For the amount they charge for their service they should not have technical issues. They have *one* job - provide accurate, smooth service. I mean, what if  my monthly payment got truncated all of a sudden?

(edited)

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SirLantzalot

Contributor

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36 Messages

@user_06fbe7​ Try watching those recordings on the streaming app and you can see the ends of your shows.    They assure me that they are "working on it".  It seems like it has finally gone to developers.   Before they told me that they couldn't escalate to developers because tehre wasn't a verifiable error in the recording itself.  Which makes no sense.  The recording is fine. It's the playback that's the problem.

3 years ago

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MNtundraRET

Gold Problem Solver

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5.9K Messages

3 years ago

If you look closely at any day's schedule you will notice some shows have started the habit of extending a particular show bay around 3 to 5 minutes. That will mess up recording both that show and the next. And then there are the sporting events which run long due to overtime or additional time for playoff on a tie. This messes up people who want to record each week's show. Not much Comcast can do about these types of last-minute changes.

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2Krums68

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3 Messages

@MNtundraRET​  This doesn't explain why every show we record starts approximately 40 - 45 seconds early and stops about the same amount of time early. I don't recall how long we have put up with this but I would say it's been atleast 6 months. Judging from all the comments I have read it seems to be the same problem for alot of other Xfinity customers. 

3 years ago

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Shapoonie

Contributor

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135 Messages

@MNtundraRET it is not a schedule issue it happens to all recordings we set up. if this were a schedule issue some shows would record correctly.  We have had this issue for over 9 months.  For us its not the providers schedule that messes up the recordings. If we set a recording from 8:00 to 9:00 what we get is 7:59 to 8:59 cutting off there end of show.  We have to extend the recording time by 3 min to get the entire show.  The extended time can cause conflicts so we don't get all the recordings. 5 techs to the house new box nothing has helped.  Its a an issue on Xfinity's end.  It also may have something to do with an Xfinity changing all DVR recordings to cloud based.  

3 years ago

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SirLantzalot

Contributor

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36 Messages

@MNtundraRET​ This is not the issue that we are complaining about.  The issue is that the DVR playback and the streaming playback end at different times.   The streaming playback confirms that the entire show was recording.  the DVR playback cuts off early, so you miss the end of the show.   The issue is not scheduling.  It is software in the DVR playback, or some sort of clock/timing anomaly in the DVR.  Either way, it's very clearly a problem with the DVR playback as it cuts off recording that is verifiably recorded.  

3 years ago

Shapoonie

Contributor

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135 Messages

There is a setting in preferences that is called "Auto Pad", if this is turned on it will capture the entire show with no added time to the recording. However it will only work on shows that have "Smart Resume".  I would MNtundraRET that this is software on the back end.  We have had 5 techs to the house and 3 boxes nothing has made a difference.

3 years ago

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Shapoonie

Contributor

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135 Messages

Just tried a show on stream and it was cut off early.

3 years ago

0

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