tctc's profile

Contributor

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537 Messages

Wed, Sep 14, 2022 10:04 PM

video delay

Something happened recently that is causing a significant delay in the video returning after fast forward or skip forward/back.  The audio starts playing (at the new point in time) almost immediately, but there is a 2-3 second delay (where the video is frozen and a static image from before the skip is displayed), before it starts playing the video at the new "time".  It's an extremely annoying development/bug.

Is this a horrifying change that is affecting everyone, or maybe just an issue with my box?

Rustyben

Expert

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24.5K Messages

3 months ago

Are you watching live or recordings on that box when it happens? do you have an 'in-home' DVR or more than one set top box?

tctc

Contributor

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537 Messages

3 months ago

Happens with both live and DVR recordings, we have a DVR and 4 other boxes.  We've had this same set up for years.  I don't know exactly which update this happened with, I think at first I noticed it, but thought things were just slow that day or with that recording.  Then football/volleyball season and I started watching where I use the skip forward more often and I noticed for sure that it happens every time you go forward, back, or change channels.  The channel change is a little less noticeable since there is already a long delay, but it's still sound first with a frozen picture before video starts.

Official Employee

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428 Messages

Thanks for the update! We definitely don't want to see anything like this with television. Have you already attempted any troubleshooting? If not, would you be willing to perform a restart of the equipment (unplug and plugging back in the power cable after 15 seconds), and check the cables at the wall and the equipment to ensure they're securely seated?

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tctc

Contributor

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537 Messages

I have restarted multiple times since this started occurring.  Seems like a new bug/feature introduced in a recent rev..

tctc

Contributor

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537 Messages

The delay from skip/ff is less than a second for audio, but close to 4 seconds for video, I timed it several times the last few days.  Very surprised this hasn't been widely reported.

Official Employee

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483 Messages

Got it! Thank you for confirming. It is certainly a possibility that things may have started to go awry when an update had occurred, but also a possibility that it could be with the services coming into the home as well. We would definitely want to continue to troubleshoot this to determine and isolate the issue!
To clarify, is this issue being experienced on more than one of the TV boxes in home?

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tctc

Contributor

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537 Messages

It happens on all 5 boxes.

AvidJeeper

New Poster

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8 Messages

2 months ago

tctc, if thy find a fix, can you let me know? This is bugging the [Edit: language] out of me! TY

(edited)

tctc

Contributor

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537 Messages

@AvidJeeper​ I don't expect there will be a fix, I think it's something they introduced systemwide.  Probably another bandwidth saving thing.  They are continually making the platform worse, to keep up with growth.

AvidJeeper

New Poster

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8 Messages

@tctc

Maybe it's a coincidence but I rebooted my modem and router, and it works perfectly now. 

tctc

Contributor

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537 Messages

So if you do a skip forward or back, or FF, when you return to play, you get the video back instantly?  I still get sound right away, and a frozen video screen for 4 seconds, before video resumes playing.

Visitor

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7 Messages

2 months ago

Me too, even worse.  While watching "live" TV when pressing pause, ff, rewind there is often (close to 50% of the time) 5 second or longer delay before there is a response.  Pressing play when paused, same thing happens.  Going to the guide will take 10 seconds or longer before it starts to populate and then take just as long to complete populating plus another few seconds for the details on the highlighted entry to appear.  Paging up and down causes the same issues as does looking at the recording lists, etc.  Multiple times I've received a message that something went wrong and twice messages on the TV saying there was no internet!  Seems like the IP network supporting services is having significant issues.

Also when playing back a recording not only does all of the above happen, but there are continuous stutters, freezes, and occasionally loss of sound.  Sometimes the screen will suddenly go black for a few seconds before resuming or it will spontaneously drop back into live TV.  Playing back something recorded in HD is even worse and you can see the resolution of the image shifting back and forth.  Today it took an hour and half to watch 55 minutes worth of an HD recording (we're stubborn and let it run to see what would happen).

Power cycling of the box doesn't help and just in case in two instances I shut down 100% of our network to see if that would have an effect - it didn't.  It clearly looks like there are massive latency and throughput issues on the command and control links for the tv service.

(edited)

Official Employee

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757 Messages

Hi there, @edsaurus, thank you for sharing your experience with us. I know how frustrating and annoying it can be when you cannot enjoy your TV services. Please rest assure you have reached the right team for assistance. Apart from the power cycling, have there been any additional troubleshooting steps you have taken or spoken about box replacement? 

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Rustyben

Expert

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24.5K Messages

2 months ago

commands sent from your remote go to the set top box, and get 'sent' to comcast's servers-in-the-cloud that then react and tell the box what to do. The delay you describe are classic symptoms of bad/wrong splitters and the return signal is having problems reaching the servers. you can prove this using the xfinity TV Remote app, setting it to that particular set top box and selecting the control icon and use the app as a remote. you will notice the proper rapid response using the remote that you should experience in the home. 

tctc

Contributor

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537 Messages

@Rustyben​  I think more appropriate would be Comcast fixing the issue so that you can use the remotes they supply.  There is no reason the cloud should be involved in a command from a remote to a DVR that is 6' away from me, to play content that is stored on the DVR.   A couple times a year they remove a capability, or make something worse, but they never reduce the bill.  I'm still looking to get 1970s slow motion capability...

Visitor

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7 Messages

@Rustyben​ A failing splitter could be a possibility, but if so it is the splitter installed by Xfinity that splits the signal from the CPE between the TV box and the cable modem.  There are no other splitters in the house and nothing connectivity wise has been touched.  Using the app to control the DVR probably would help with that aspect, but it wouldn't address the problems on playback causing stuttering, pauses, video resolution shifts, etc, and as tctc pointed out we shouldn't need to do that as a work around.

Also, the problem is not consistent in the way you would expect if it was a passive piece of hardware (e.g. the splitter) failing and it isn't affecting regular internet access. For example, Saturday was horrible with every effect I described happening all day long (internet service was fine) but Sunday had no problems at all.  If it is a splitter issue then only one leg is failing not the splitter filter since our internet service isn't being affected the same way.  We are starting to keep a log of when this occurs because our memory over the last 3 or so weeks that this has been happening indicates that when we have issues, very often the timing coincides with when you would expect high loads on the cloud infrastructure - 3 - 7pm during the week and weekend days.

Rustyben

Expert

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24.5K Messages

inside wiring is covered in the paid tech calls. @tctc this process is to diagnose the problem using tools we customers have at our disposal. 

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AvidJeeper

New Poster

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8 Messages

@Rustyben​ I downloaded and tried the app Remote, it was worse literally took a couple more seconds the physical remote. As someone else mentioned I don't have any Splitters in my house.

XfinityRaul

Official Employee

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818 Messages

Have you by any chance attempted to unpair the remote then pair it back to your cable box, @AvidJeeper? If not, please visit this link to learn how to unpair the remote https://www.xfinity.com/support/articles/x1-remote-unpair.

 

You can then visit this link to learn how to program your remote https://www.xfinity.com/support/articles/programming-your-xfinity-remote. I'll be on standby just in case you have any further questions or concerns during the process.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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3 Messages

10 days ago

This happens to mine as well - more annoyed during football season. I’m not sure it’s this remote thing since the seek/skip commands work immediately and the audio does resume immediately as well. It’s the video resume lag that is the problem. Using remote app has same issue. I assumed Xfinity changed something in their compression or video processing that introduced this quirk. Really wish an actual Xfinity engineer could look at this… or even be alerted of the issue.

Im curious that OP says rebooting the modem solves it for them- this isn’t the case for me.

tctc

Contributor

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537 Messages

@user_7216d9​ I am the OP and rebooting did not resolve anything.  And I agree it doesn't have anything to do with the remote.  It is absolutely a massively horrible change they introduced in an update.  Watching football the way I like, using 30 second skip, is now intolerable.  I've barely watched football this season because of it.  You used to be able to skip ahead 30 to the next play, but now due to the "video resume lag" you often miss part of the play.  Replacing the skip with FF is just as annoying.  Audio returning before video makes it that much more noticeable.  And trying to use pause or slow motion also causes issues.  It ruins the experience for watching sports, I like to skip between hockey face-offs, FF through some parts of soccer and F1.  Between this and the lack of a buffer when you first turn you TV on, I feel the value of my xfinity experience has dropped significantly, with no reduction in my monthly fee.  It has moved a significant part of my viewing onto my AppleTV.

Visitor

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7 Messages

We're still having the same issues also.  A number of things keep pointing to it being something in the command and control/IP network for the cable service - A) it is inconsistent and per our tracking it happens most often during times when you would anticipate high usage across the area (e.g. early evenings, Sunday mid-day to late afternoon - it is football season after all), B) it doesn't affect actual reception of "live" tv, but does affect actions taken by remote (the "video resume lag") and playback of recorded (therefore streaming) programs with drop outs, stuttering, changing resolutions, etc, and C) we occasionally get messages on the TV that say that internet connectivity has been lost although our actual internet connection is working just fine.

tctc

Contributor

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537 Messages

I have the same issue all the time, and action take to change video playback (play, pause, slow, ff, rw, skip) results in a delay when video is resumed (but not audio).  I think it's just the new way they are processing the signal, and most users don't notice it.

Visitor

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3 Messages

4 days ago

Ya mine is very consistent- I’ve never NOT seen the behavior since it started.

what signal chain and brand of TV are you all running? I’m wondering if the image scaler up to 4k is involved.  I’m running through a Denon receiver and to a 4k LG tv.  I set the X1 to only display standard HD and then restarted to see if that changes anything. I’ll report back any findings

(edited)

Visitor

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3 Messages

Changing output from 4k to HD didn’t help

Official Employee

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483 Messages

Thank you for confirming and testing that out for us @user_7216d9
May I ask, have you by chance tested anything on a SD channel at all to confirm the same results? This information, can certainly help us in isolating the issue and determining what will need to be done to get it fixed! 
We thank you for your time, help and cooperation in working together with us! You are awesome! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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