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@thunderwalker wrote:
Okay it’s now 6 days into February. 3 months still no fix. This is an unprofessional and inexcusable delay in fixing a software issue that was created by Comcast. It took almost 3 months for Comcast to admit there was a problem. Will we be getting a prorated discount on our bill since Netflix is essentially unwatchable and for those of us who only have xfinity as a way to watch Netflix on our TVs what are we supposed to do?

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I don't know about you but we got Netflix as part of our  'rebundled package' at no charge so can't ask for discount.  We were so happy to have Netflix but the stuttering makes it unusable...... 

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@thunderwalker wrote:
@ComcastMorgan so here we are almost 4 months of an admitted issue with Comcast and the stuttering Netflix app. So what is hold up? You said we would have resolution by end of January. Still no word so I see xfinity is actually not focused on customer support as the commercials have said. Will you please give us some sort of detailed response of exactly what the engineers are doing to fix this and an eta on the fix. We do not want another “we are aware of the issue and are working on it” we want a detailed explaination of what the situation is please.

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From recent phone contact with Comcast's "higher level" tech support team, it isn't at all clear that they are acknowledging the existence of the "Netflix stutter," much less have any clue about how to fix it.

Hi ComcastMorgan,

This is exactly our problem!  I'm encouraged there is a solution!  What's our next step.  Not sure how to PM you.  Can you message us via email?

Thanks!

John

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@RobertWy wrote:

Hmm.

https://help.netflix.com/en/node/9820?ba=SwiftypeResultClick&q=stutter

"

• Help Center
• Search Results

I'm getting choppy, stuttering, or distorted sound.

If you get choppy, stuttering, or distorted sound when you try to watch Netflix, it typically points to a problem with the title you're trying to watch, or to a problem with your device. Follow the troubleshooting steps below to resolve the issue.

 

The Netflix stutter effects only the picture.  The sound is fine.

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If you get choppy, stuttering, or distorted sound when you try to watch Netflix, it typically points to a problem with the title you're trying to watch, or to a problem with your device. Follow the troubleshooting steps below to resolve the issue.

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The picture is not "choppy", and the sound is fine.  The video just hesitates for a split second every 15 to 30 seconds, and skips ahead a few frames to catch up with itself.  It has nothing to do with the particular "title" we're trying to watch, because it happens with every single one, all the time.  Also, it's not likely to be isolated to my "device" since it's happening all over the country, and only while watching Netfix ("Netflicker"?) via an X1 box.

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@mfrank1 wrote:

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@RobertWy wrote:

Hmm.

https://help.netflix.com/en/node/9820?ba=SwiftypeResultClick&q=stutter

"

• Help Center
• Search Results

I'm getting choppy, stuttering, or distorted sound.

If you get choppy, stuttering, or distorted sound when you try to watch Netflix, it typically points to a problem with the title you're trying to watch, or to a problem with your device. Follow the troubleshooting steps below to resolve the issue.

 

The Netflix stutter effects only the picture.  The sound is fine.

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I disagree....its happening on all Netflix programs we try to watch and its not a particular  device as its happening   all across the country.

I want to be clear that I/we have not promised any time for resolution on this. As you can see, it has been a work in progress. I have been transparent here with what steps I have personally taken to get this issue addressed and taken care of. I am included on an email chain that involves what is being done in our systems and behind the scenes with our partners in order to implement a fix. It includes a lot of jargon throughout the debugging and investigation process and there isn't much of it that pertains to our customers directly. Due to that, I am unable to provide an update to you all, until I receive further information that a customer-facing change is being made for this. Until then, I will continue to keep an eye out on our end and I will let you guys know once I have an additional update for you. 

Same problem here with X1 watching Netflix (every show) for the last few months. Do we need to get a new box? 

We had a service technician come out and he put in a 4K box and the stuttering is gone!!! The technician kept saying changing the box would not make a difference and that the problem was probably with Netflix. He said the only difference is that the 4K box has an SSD drive instead of a hard drive. He would not even acknowledge the skipping when I showed him. He changed the box anyway and the problem is now gone and I can watch Netflix without the horrible frame skips.

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@cb04 wrote:

We had a service technician come out and he put in a 4K box and the stuttering is gone!!!

 

Unfortunately, Xfinity removed functionality when they developed the 4K box, leaving those of us who need a digital optical output and analog (RCA) outputs unable to use the 4K box.  But I'm happy the 4K box solved the problem for you.

 

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Can try using this to get audio from hdmi with the 4k box.  I never used it so can't comment on it

https://www.amazon.com/ViewHD-Extractor-Optical-Toslink-Converter/dp/B00KBHX072

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@Galvin wrote:

Can try using this to get audio from hdmi with the 4k box.  I never used it so can't comment on it

https://www.amazon.com/ViewHD-Extractor-Optical-Toslink-Converter/dp/B00KBHX072

 

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Thanks Galvin.  Reviews on those adapters are mixed, but I would still need the RCA analog outputs for another piece of equipment.  The older Xfinity boxes have all the necessary ports.  Don't know why Xfinity does this.  When they rolled out their new Gateways, they eliminated two of the original 4 Ethernet ports, again reducing functionality.

I've now been seeing these same problems in DVR recordings over the past few days.  Until now it's been limited to just Netflix.  It looks exactly like the Netflix issue we've all been seeing for the past few months.

I am the first one in this thread, page 1, who changed to the 4k box.  That fixed the Netflix stutters.  However, as with zuma15, I too have noticed the problems with DVR recordings recently.  Not as bad as the Netflix stutters were but enough to be annoying.