Blee926's profile

New Poster

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1 Message

Thu, Jan 24, 2019 2:00 PM

Recording on DVR are skipping

Hello,

In the last few days all of my DVR recordings will not play back without several skips in the programs. I can not watch any of the recorded shows without interruptions. I’ve unplugged, turned off, restarted, ect. Nothing seems to be fixing it. Please help!

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Responses

New Poster

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2 Messages

3 y ago

FYI I just finished up a chat with support. It went like this:

 

My DVR service is skipping and pausing and making recordings impossible to watch. Some even say they are no longer available and swith me over to OnDemand versions of the recordings. Unacceptable.
Customer 8:48:26 PM


"We are experiencing heavy chat volume, please expect extended wait times"... Comcast is falling apart I see...
Customer 8:54:24 PM


You are now chatting with Anjalika
Thank you for contacting Xfinity Chat Support.  My name is Anjalika.
Anjalika 8:54:29 PM


I apologize for the inconvenience.  Let me help you right away with your cable issue .
Anjalika 8:55:00 PM


Please make sure the  cable box and the  Tv are both on at this moment .
Anjalika 8:56:10 PM


they are.
Customer 8:57:13 PM


System is checking the device status on the account. It will take 2 mins, please stay connected.
Anjalika 8:57:48 PM


According to the Xfinity Community Forum, there is a nationwide cloud dvr service outage that is causing this. People from Sacramento to Boston are all experiencing the same issues.
Customer 8:59:17 PM


Yes, that's correct  , this is due to some upgradation in the features or the firmware  been going  on and these upgradation is about to completely take place now .
Anjalika 9:02:12 PM


Now I  am going to send the refresh signals to the DVR box and will take few moments to proceed.
Anjalika 9:02:40 PM


ok
Customer 9:03:09 PM


The signals are progressing and let me know  if you  notice any changes.\
Anjalika 9:06:16 PM


how? by watching dvr recordings already with issues or by recording new ones to see?
Customer 9:08:17 PM


The refresh signals have  been sent , once the device is powered back on please retry to record the new airing contents .
Anjalika 9:08:50 PM


what about my previous recordings, they cannot be fixed? Lost?
Customer 9:10:07 PM


Please be assured it will be fixed also once try to view the previously recorded contents and  let me know if the issue still persists.
Anjalika 9:10:55 PM


Ok. I'm currently recording two programs and cannot power the device off and on right now. I'll have to do that in about an hour from now.
Customer 9:12:14 PM

 

 

 

I rebooted my box and tried the earlier recording that was unavailable and redirected me to OnDemand - so that was not corrected.

 

I am viewing a show that I recorded this evening at 8PM and thus far it has not skipped or paused.

 

I do notice though that there is NO cloud icon next to DVR now when I play the recording.

Batwoman

Contributor

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34 Messages

3 y ago

It's now 8:19 pm CST, I tried watching last night's recording of Chicago Med, no joy.  Wound up watching it on on demand.  Same thing happened with my recording of Chicago Fire.  It gave up trying to play after a few seconds and decided to just give me the on demand option. 

 

My recordings always played off the DVR before this week, since the problems started, they've been playing off the cloud.  No option for dvr playback.

 

So.... are we all getting refunds? 

 

 

New Poster

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3 Messages

3 y ago

I am having the same issue.  It started this morning for me.  I am really hackedb off if this is NATIONWIDE and they really seem to have no idea how to fix it.

New Poster

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1 Message

3 y ago

My live tv is fine. Dvr recorded programs are freezing & skipping. Began yesterday, so got a new X1 box today but made no difference. Checked all connections. I wish Comcast would send a message about what's going on. Comcast online chat wait wad 47 people long. This is not very good service.

New Poster

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1 Message

3 y ago

Dvr recordings keep freezing when I try to play them only the recordings in the last three days it acts like it’s slow this is third day it’s still not fixed
mbchevy

Frequent Visitor

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6 Messages

3 y ago

Great,  how do we apply for credit for the service we are paying for but not getting?

New Poster

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1 Message

3 y ago

West Coast here (Seattle), issues started yesterday. Still no relief.

New Poster

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1 Message

3 y ago

It would be nice to tell everyone how they can get their credit for the cluster this has caused. 

This am I could play my Dvr shows but with the horrible skips, but now it just re routes to the on demand and hosed with commercials! Already had a chat earlier, lied to about the time frame to fix, was told 2 hours in my area, ha! Why am I always swearing at Comcast? Why is it always letting me down? 🤦‍♀️🤷‍♀️🤮

yuenx1

Frequent Visitor

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8 Messages

3 y ago

Are we going to be compensated for this problem?

New Poster

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2 Messages

3 y ago

WOW,  just read in one post that in order to get a credit for this customer has to contact customer-support (via phone, chat, or tweet) and give a reference number??  So even though Comcast ADMITS this is NATIONWIDE and effecting ALL Comcast customers, only those that jump through their hoops are going to get a credit for this nonsense!?

 

Cable-cutting is looking more and more appealing -- most shows to buy on-demand can run $2-$5 EACH... yet Comcast, I think I read, wants to offer a FIVE DOLLAR credit TOTAL for all the many show recordings lost and garbled???  All I can say at this point is wow, simply WOW! 

 

PS - DVR seems to be working now, but to know that we won't be getting a credit for this, this will be the customer's loss and the customer will be left holding the bag!?  That's their idea of customer-service and customer-satisfaction!?  No wonder so many always say to run fast and far from Xfinity, ASAP.   We'll discuss the options on this end, but Comcast, don't be overly shocked if soon you have one less high-paying customer, just FYI.   Rather bizarre how the consumer has to keep doing all the leg-work for Xfinity SNAFUs.  Consumer is expected to take DVR box in for swapping, and consumer has to call and be found worthy of a credit in order to be compensated for a poor service that effected ALL customers, wow!  -_-

New Poster

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1 Message

3 y ago

Same problem in the past couple of days.  Play back keeps freezing.  Any solution would be appreciated.

New Poster

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1 Message

3 y ago

I record since the payback from the cloud is choppy even with the additional performance package.... please fix as I don't think I'm getting value from my account.

New Poster

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1 Message

3 y ago

Everett Wa same problem as of yesterday. DVR recordings revert to On Demand so you can’t FF through commercials. Calling to complain.

New Poster

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1 Message

3 y ago

Same issue here, Tacoma, WA.

Regular Visitor

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3 Messages

3 y ago

I’ve also experienced the switching to OnDemand. If you search these forums/google you can find instructions on how to program a 30 second skip button on your remote (I did this forever ago so forget the exact steps). Even on programs where fast forward is disabled the 30 second skip will work. This has been an acceptable workaround for me the past couple days as I can still watch the majority of my shows without commercials.

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