Recordings won’t play. On demand not working.

I am unable to play my saved recordings as of yesterday morning. On demand is also not working. I’ve tried refreshing, restarting multiple times. Powering off completely, unplugging cords and replugging. I spent an hour plus on the phone last night with an Xfinity rep who in the end said it looks like my signal isn’t connecting. I am able to watch live tv. So I’m guessing it is the cloud or something like that? She said I’ll need to have a tech come out in a few days to work on it and hopefully fix it. I don’t understand why I am paying $180 a month for this to happen And now I have to wait days to watch my recordings??? Why is it such a problem getting this fixed? It should be fixed the same day it happens! So frustrating!

Responses

XfinityJustinC

Official Employee

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893 Messages

1 year ago

Hello, @user_d7681. Thank you for reaching out over Xfinity Forums, you have contacted the right place for support. When working with us over Xfinity Forums, when you create a post you may not hear from a Xfinity employee for 2 days as the posts are up in the community for experts and other users to help answer any questions.

I definitely want to help assist if you're still experiencing issues with your DVR recordings, and On Demand content. If you are still needing assistance, since you have already sent a direct message I'll follow up with you there since I will need some account information we don't want to discuss in a public conversation.

RicKoehler

Visitor

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1 Message

Why do you at Xfinity support telling those who post to contact you in private? Why have a forum for us all to access if you don't provide solutions in the Forum?

I have the same issue but intermittent. Shows that I record daily and view no problem all of a sudden will not load so can't playback. Just get the messages you know about to "cannot playback now try again later", etc. I use a DVR only. Restart the box and same issue for one show but a second show with that problem plays ok after Restart.

Fix your app Xfinity. One user who had this issue and is an engineer posted that it's a buffer issue or an issue trying to recover from lost packets. As a software engineer for decades, I agree with him: fix your code.

Why do I pay $136 monthly for a service that doesn't work as advertised?

1 year ago

XfinityKassie

Official Employee

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1.3K Messages

@RicKoehler Good morning! Thank you for your feedback to our Community Forums Team. I can see where you are coming from, and we are working on improving our process. In the meantime, if you are experiencing this issue, and it's not resolved with rebooting your equipment, I would need to take a look at your account and equipment specifically. In some cases, we do need to issue a ticket to have it look into further. We want to be sure your services work according to your subscription you are subscribing to, and paying for. I'm happy to assist you in getting in the right direction today. Before we begin, can you please tell me if you have done any other troubleshooting with your equipment beside the App?

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1 year ago

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user_d7681

Recordings won’t play. On demand not working.

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XfinityJustinC

RicKoehler

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