Galvin's profile

Contributor

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30 Messages

Sun, Nov 11, 2018 11:00 PM

Closed

netflix stutter

Only happens when I watch netflix on my xfinity box.  If I watch it on my computer I get no stutter.

This just started happening a few days ago.  I'd never get stutter watching netflix

 

I already reset the netflix app.  Refreshed the box, turned the box off and on again.

 

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CCMorgan

Gold Problem Solver

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3.3K Messages

4 years ago

There is no large/overall fix in place for this problem on the back-end. If you're experiencing trouble with the Netflix app through the X1 box, please send me a private message with your name and I will get a request submitted for you. We will go from there.

Regular Visitor

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6 Messages

4 years ago

It doesn't sound like Comcast is working on this and all of the possible solutions from them don't work for anyone. Others on this thread said a 4k box works.

 

I went ahead and called Comcast and asked for a 4k box to replace my existing box. I was surprised that they did it without asking any questions. The support person even managed to ship it for free and it got here in one day. At first he said he would have to charge $15. 

 

The new 4k box works great with no stutter. I tested a couple of Netflix shows I had problems with before. As mentioned before, apps also seem to load quicker. One note, as others have mentioned... the 4k box works fine with my non-4k HD TV. 

 

Save yourself some time and frustration and order a 4k box. Keep in mind that all of your scheduled recordings and saved recordings will all be there since it syncs from the cloud. You will just need to configure your remote to work with your TV/audio system if you did that before.

 

Oh yeah, there is one thing that is different with the 4k box. It does not have an optical audio output jack on the back of it. Before, I had the comcast box auido optical output going to my audio receiver. Now, I use the optical output on my TV and it works fine. 

CCMorgan

Gold Problem Solver

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3.3K Messages

4 years ago

Thanks for posting this update, jaybfl. We are aware this issue is going on for some of our users (as it's evident especially in this thread) and there is a process in place for reporting and tracking this issue. Thanks again. 

Orampc

Frequent Visitor

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14 Messages

4 years ago


@jaybfl wrote:

It doesn't sound like Comcast is working on this and all of the possible solutions from them don't work for anyone. Others on this thread said a 4k box works.

 

I went ahead and called Comcast and asked for a 4k box to replace my existing box. I was surprised that they did it without asking any questions. The support person even managed to ship it for free and it got here in one day. At first he said he would have to charge $15. 

 

The new 4k box works great with no stutter. I tested a couple of Netflix shows I had problems with before. As mentioned before, apps also seem to load quicker. One note, as others have mentioned... the 4k box works fine with my non-4k HD TV. 

 

Save yourself some time and frustration and order a 4k box. Keep in mind that all of your scheduled recordings and saved recordings will all be there since it syncs from the cloud. You will just need to configure your remote to work with your TV/audio system if you did that before.

 

Oh yeah, there is one thing that is different with the 4k box. It does not have an optical audio output jack on the back of it. Before, I had the comcast box auido optical output going to my audio receiver. Now, I use the optical output on my TV and it works fine. 


Instead of reconfiguring your remote, just use the current one.  You just have to sync it with the new X1 4k box by:

  1. Press and hold the xfinity and Info buttons for 5 seconds. Wait for the remote light to change from red to green.
  2. Follow the instructions by entering the three-digit, on-screen pairing code.
Pfrwatlans

Contributor

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25 Messages

4 years ago

Does it have any kind of audio jack?
Rustyben

Expert

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24.5K Messages

4 years ago


@Pfrwatlans wrote:
Does it have any kind of audio jack?

no, all audio is sent digitally on the HDMI cable.

Pfrwatlans

Contributor

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25 Messages

4 years ago

Can anyone with the 4K box tell me how the audio is? I have read a couple other forum threads that the Tv or audio receiver have to be turned up considerably more to get a comparable volume to the old X1. I don’t want to fix one problem only to have a sound issue

Regular Visitor

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6 Messages

4 years ago

I didn't notice any difference with the audio level with the new 4k box compared to my old box.

Rustyben

Expert

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24.5K Messages

4 years ago


@Pfrwatlans wrote:
Can anyone with the 4K box tell me how the audio is? I have read a couple other forum threads that the Tv or audio receiver have to be turned up considerably more to get a comparable volume to the old X1. I don’t want to fix one problem only to have a sound issue

adding... X1 ouputs digital audio stream on the HDMI cable. it is not analog and is an identical audio recording as the producer of the material attached to the video. there is no processing etc it is pure digital. the device receiving the digital stream handles converting the digital stream into actual audio. This is not like the 0db 1volt peak to peak analog audio signals at all.

Nightwolf

Contributor

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85 Messages

4 years ago

I'm sure some of you have already know this, but I was not aware of it unitl Comcast Morgan suggested it to me in a PM.  In addition to simply restarting you X1 box, you can also reset the Netflix app itself.  It's in the help menu you get to by pressing A on your remote.  After resetting the app and signing-in to Netflix again, I noticed the app looked different, as if it downloaded a newer version.  I then watched an episode of a show that I know was stuttering for me before.  This time it looked almost perfect.  I say 'almost' because I felt like I might have seen one or two minor glitches, but it might have only been because I was looking for it.  But it was definitely better than before.

XfinityChe

Official Employee

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6.7K Messages

4 years ago

Hi @Nightwolf

 

Thanks for sharing the steps you took to fix this issue on your end. I also rest my Netflix and noticed a newer version as well. I'm hoping the information you provided helps others who are having this issue as well. Let us know if you need any assistance in the future. 

XfinityChe

Official Employee

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6.7K Messages

4 years ago

Hi @YardleyFFL

 

Sorry for the experience you're having. Can you follow the advice @Nightwolf mentioned to see if this helps you as well? 

 

Press the A button on your remote, scroll over to the option to "Reset Netflix".

Regular Visitor

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7 Messages

4 years ago

I have tried those exact directions, but it has not improved my Netflix issues.

Regular Visitor

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7 Messages

4 years ago

I've had X1 for less than a week and I too have noticed the Netflix studder issue on my DVR device.  Very concerning that the issue has been around for months and there is no resolution.  This is exactly why I don't sign contracts when I pick my television and internet providers.  

XfinityChe

Official Employee

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6.7K Messages

4 years ago

Thanks for letting me know. Can I check your account to see what could be causing your problem? Please send me a message by clicking on my name, "ComcastChe" then click send a message. In the body of this message please verify your first and last name, and the name of the account holder if it's different than yours. 

 

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