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user_rsl_xfin
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5 Messages

Sunday, January 28th, 2024 11:03 PM

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Why does my cloud dvr recording randomly rewind?

During cloud dvr playback, not every time, but with no discernable trigger that I can tell, just as I start a fast forward session, the system will rewind at max speed to the beginning of the recording. This appears to be software issue, is there a fix for this?

Question

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Updated 

7 months ago

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XfinityNicolas

Official Employee

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1.1K Messages

10 months ago

Hey @user_rsl_xfin, thanks for reaching out to Xfinity Support on our forums. That is strange it is rewinding like that and you may be right. Does it also do it when you are watching it through the Xfinity Stream app or just the TV box?

 

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user_rsl_xfin

5 Messages

@XfinityNicolas​ 

Only when we are watching recorded items that I have experienced - Like the NFL playoff games, so I guess that is the TV box - right?  

10 months ago

0

XfinityBenny

Official Employee

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642 Messages

@user_rsl_xfin Its possible, though it may be the feature working as normal: Are you able to pause the stream, then click on the rewind button to see if it does so at half the speed? If it does, then its working as designed. If it doesn't rewind at half the speed, it may be the box not performing correctly. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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10 months ago

0

user_rsl_xfin

5 Messages

All other rewind and FF functions operate as designed. This is obviously aberrant behavior.  How can I open a ticket with executive support? 

10 months ago

0

XfinityThomasC

Official Employee

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2K Messages

@user_rsl_xfin let's get that ticket opened for you. Could you please send our team a direct message with your full name and full address? To send a direct message: 

  1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 
  2. Click the "New message" (pencil and paper) icon
  3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
  4. Type your message in the text area near the bottom of the window
  5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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

10 months ago

0

Lkgnvas

Visitor

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12 Messages

10 months ago

We have been experiencing this EXACT same problem since early November.  It occurs EVERY time we are watching an in progress recording and it does not matter what speed of FF we are using.  We have an open ticket with executive support....suggest you do the same...though we have not had success at getting it fixed.   Have replaced box twice.  Agree it is likely a software issue

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user_rsl_xfin

5 Messages

I hadn't made that secondary connection, but your right, the errant rewind has only been happening when we are watching an item that is being recorded. 

10 months ago

0

user_62eux5

7 Messages

We have the exact same issue too. Rebooting the box resolves it temporarily but it always comes back. 

10 months ago

0

XfinityRay

Official Employee

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2.2K Messages

Greetings, @user_62eux5. Thanks for letting us know this issue is affecting you as well. If you tell the voice button to fast forward does the same issue happen? Do you normally use the fast forward button or the right cursor key to fast forward? 

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

10 months ago

0

Lkgnvas

Visitor

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12 Messages

8 months ago

Was your problem ever resolved?  We are still experiencing the problem

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user_rsl_xfin

5 Messages

I was never given a formal resolution, however I haven't noticed the errant behavior lately. But this could simply be because I am not watching any recorded football or other shows where I tend to fast forward and rewind. Bottom line -- I don't know if it resolved.  

8 months ago

0

XfinityEva

Official Employee

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1.3K Messages

 

Lkgnvas We're sorry to hear you are still experiencing issues with this. Can you please send us a direct message to see how we can further assist? If you have your ticket number please include it with your full name and service address. 
 
To send a direct message: 
  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

 

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

8 months ago

0

XfinityJamesC

Official Employee

 • 

1.7K Messages

I'm happy to hear things have improved, @user_rsl_xfin. Please don't hesitate to reach out if you notice this happening again. You can also create a new post if you ever need assistance with anything else. Our amazing community is always ready to help, 24 hours a day, 7 days a week.

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

8 months ago

0

Lkgnvas

Visitor

 • 

12 Messages

7 months ago

We were told by Cheri in the Executive office on April 8th that this is a known issue and they are working on it.  We continue to experience the problem.

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