Blee926's profile

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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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TerriB

Most Valued Poster

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3K Messages

2 y ago


@CCAndrew wrote:
The programs you watch via your DVR are not actually on your DVR. The DVR is just the conduit for choosing them and connecting you to the cloud where they are stored.
_________
You are mistaken, all X1 (and Legacy)DVRs have a hard drive where the recordings are stored. The cloud has access to the last 60 hours recorded and is not a mirror copy of what’s on the DVR.

Andrew...thank you SO MUCH for that explanation to 'lacquer'. I had not seen your reply when I pushed back on what he said. 

CCAndrew

Diamond Problem Solver

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25.9K Messages

2 y ago

The programs you watch via your DVR are not actually on your DVR. The DVR is just the conduit for choosing them and connecting you to the cloud where they are stored.
_________
You are mistaken, all X1 (and Legacy)DVRs have a hard drive where the recordings are stored. The cloud has access to the last 60 hours recorded and is not a mirror copy of what’s on the DVR.
Steve0916

Contributor

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26 Messages

2 y ago

Does anyone know when they are coming out with a new software version to fix these issues?

TerriB

Most Valued Poster

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3K Messages

2 y ago


@lacquer wrote:

I had the comcast technician here yesterday and was on the phone with at least three techs over the outage time period (when the "recordings" were not playing, but reverting to non-fastforwardable content from CBS, ABC or wherever).  They all said that all the programs now come from the "cloud" - which means a server somewhere.  It is how you can access them from your phone, your tablet, or whatever else you may want to view them on.  There may be a hard drive, but it is not in use any longer.  During the outage of last week that connection to the server (cloud) where they were stored is what was broken.  People with choppy recordings are getting them perhaps due to faulty wiring/equipment something on the pole - as I used to with my non-HD Roku box.  I don't think that those of us with comcast internet would even need the legacy "DVR" box.  I can go to my comcast account and schedule recordings.  I think it is legacy for their internet users.


@CCAndrew..help

 

 

Lacquer.....That technician was 'full of it'.  Just like ComcastAndrew confirmed.....recordings are on the box hard drive.  The cloud allows you to access from other than you TV.  What in the world do you mean that if we have Comcast internet we don't need the box? That makes no sense whatsoever. Sooooo......How do you schedule recordings using your account? The  remote (from devices other than the TV DVR box) feature was disabled Nov 2017 due to a court challenge with TIVO and the only way to record/manage recordings is from the TV DVR. Not only do we know that from these forums but its all over the internet.

 

If you can still manage your recordings using your account and NOT the set top box I think we would all like to know how you do that.

lacquer

Contributor

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26 Messages

2 y ago

I can go to my xfinity personal account page and schedule recordings.  I don't need to use the remote to schedule them.  I believe the version of "seal team" for instance I watched (and which had to come from CBS) is pulling from the cloud.  Otherwise there would not have been an issue last week.  My DVR was fine then and is fine now after the outage  - it was never affected.  Shows I've recorded are coming from the cloud in spite of the fact that the box is here in my living room.  That was why there was the issue last week.  This is what I was told by Tier 2 (two separate people) support and the technician who was actually at my house.  And now my recordings are coming through fine from the cloud.  I believe the box is redundant (but I have to pay $10 a month for it) since I have Comcast internet.  If you lived in a household without an internet connection you would definitely need the DVR box to choose programs and manage them.   Something like a firestick for Comcast would work to choose the programs on the TV or a Comcast channel on the firestick.  As long as you have an internet connection.  I live in a big city and I know they just upgraded the Comcast equipment on a cell tower very near my house. 

lacquer

Contributor

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26 Messages

2 y ago

I had the comcast technician here yesterday and was on the phone with at least three techs over the outage time period (when the "recordings" were not playing, but reverting to non-fastforwardable content from CBS, ABC or wherever).  They all said that all the programs now come from the "cloud" - which means a server somewhere.  It is how you can access them from your phone, your tablet, or whatever else you may want to view them on.  There may be a hard drive, but it is not in use any longer.  During the outage of last week that connection to the server (cloud) where they were stored is what was broken.  People with choppy recordings are getting them perhaps due to faulty wiring/equipment something on the pole - as I used to with my non-HD Roku box.  I don't think that those of us with comcast internet would even need the legacy "DVR" box.  I can go to my comcast account and schedule recordings.  I think it is legacy for their internet users.

TerriB

Most Valued Poster

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3K Messages

2 y ago


@lacquer wrote:

I can go to my xfinity personal account page and schedule recordings.  I don't need to use the remote to schedule them.  I believe the version of "seal team" for instance I watched (and which had to come from CBS) is pulling from the cloud.  Otherwise there would not have been an issue last week.  My DVR was fine then and is fine now after the outage  - it was never affected.  Shows I've recorded are coming from the cloud in spite of the fact that the box is here in my living room.  That was why there was the issue last week.  This is what I was told by Tier 2 (two separate people) support and the technician who was actually at my house.  And now my recordings are coming through fine from the cloud.  I believe the box is redundant (but I have to pay $10 a month for it) since I have Comcast internet.  If you lived in a household without an internet connection you would definitely need the DVR box to choose programs and manage them.   Something like a firestick for Comcast would work to choose the programs on the TV or a Comcast channel on the firestick.  As long as you have an internet connection.  I live in a big city and I know they just upgraded the Comcast equipment on a cell tower very near my house. 


==

 

What does the remote have to do this? When I said 'remote' I was referring to the remote recording app because thats how its been referred to since the function was done other than with the TV  DVR. Sorry but unless you can detail step by step how you schedule recordings from your account I do not believe you since thats what was taken away. We can no longer manage recordings from computer/phone/tablet and its well documented....period. If you have a magic way to do it please share. I live just outside Wash DC speaking of a big city and new equip on a cell tower has ZERO to do with scheduling recordings. You cannot and I repeat cannot record or manage recordings  from anything other than the physcial DVR  . This feature was removed Nov 2017.

 

@CCAndrew @ComcastJessie    please make it clear  we cannot manage recordings other than from the DVR on  set top box.  This person just does not 'get it'.

 

Here is the first post about it on the long Comcast  forum thread on this:

 

https://forums.xfinity.com/t5/Stream-TV-App/Can-t-set-recordings-from-stream-app/m-p/3006430#M10834

 

Here are some articles about what happened and there are lots more:

 

https://www.geekwire.com/2017/comcast-subscribers-lose-ability-set-dvr-recordings-via-xfinity-remote-app-cable-giant-loses-patent-fight-tivo/

 

https://www.multichannel.com/blog/comcast-pulls-remote-dvr-scheduling-feature-stream-app-416841

 

 

 

CCAndrew

Diamond Problem Solver

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25.9K Messages

2 y ago

Are you sure you have a DVR? There are markets where you can record without having a physical DVR but only a secondary box (hence, the $10 charge and not $20).
TerriB

Most Valued Poster

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3K Messages

2 y ago


@CCAndrew wrote:
Are you sure you have a DVR? There are markets where you can record without having a physical DVR but only a secondary box (hence, the $10 charge and not $20).

Lacquer stated that there is a dvr in the home. I think there needs to be a definitive answer from you or Jessie on this. I tried to show him written proof from Comcast Forum and other sources but he/she insists that it can be done from the account page and I asked for detail steps.  This is getting absurd

 

Also...my DVR service is included in my bundle so there is no separate charge shown for it at all

 

lacquer

Contributor

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26 Messages

2 y ago

My account says I have an X1 TV box.  Sorry for the sideways photo.

New Poster

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1 Message

2 y ago

Yes that's been happening yesterday

Regular Visitor

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2 Messages

2 y ago

Well, it was better for a few weeks and now..... back to skipping.  EXTREMELY IRRITATED!   After all the drama I have been through since October.... with literally only ONE employee caring to fix things.... now this....  this is not acceptable.  Not for what we pay.  As a customer, I really don’t see much care for giving us the best service.  One employee.... ONE listened and resolved an issue for me after multiple attempts over several months.  And now.... this.... not happy.

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