U

Visitor

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1 Message

Thursday, July 14th, 2022 1:06 AM

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DVR Playback Issues

Anyone else having trouble with playback of their recorded stuff? We keep getting a message that it’s having trouble and to try On Demand. Is this a ploy to force us to watch commercials? 

XfinityRay

Official Employee

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1.1K Messages

7 months ago

Hi, @user_033fd3. We want you to be able to use your DVR service. I don't like commercials either and pretty much just watch DVR shows so I can skip them. I will even record a live show then wait 15-20 minutes to watch it so I can fast forward. That message will only show up if there was a problem during the recording time that made it unwatchable. Are you noticing this on a certain station or show or does it seem to be affecting all of your recordings?

New Poster

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2 Messages

@XfinityRay​ 

our recording of The Today Show is the only show that has playback hiccups.

what can we do?  Our other tv doesn’t have an issue.

Official Employee

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546 Messages

Is this happening on all recordings of The Today Show or a single recording of The Today Show? 

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

Visitor

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2 Messages

@XfinityRay​ We get lockups often while playing back recorded shows from your cloud DVR using the Xfinity Stream and a Roku.  We have found that resetting the Roku lets us recover from the error and resume.  It usually resumes from 15 seconds +/- prior to where we were watching.  I theorize that there is an issue with the way the Xfinity Stream app and Roku are handling buffering and/or lost packets (I’m a retired electronics/network/internet engineer).  It is a complete frustrating waste of time to talk to the customer service team because they only try to reboot the modem.  This is a design flaw with your Stream App for Xfinity in the way it’s handling DVR content and recovering from lost packets/ out of sync buffer pointers.  None of the other apps we use (Netflix, Amazon, etc) have this issue.

PJandMIMI

Contributor

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26 Messages

3 months ago

I am having the same playback issues like everyone (pixilation, sound loss, freeze for seconds)else and nothing is being done about it by Xfinity. I have a new box, new tv, new connectors installed by an xfinity technician and still have issues. What is going on and will this issue ever be fixed.

PJandMIMI

Contributor

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26 Messages

3 months ago

I see a lot of comments by others who are experiencing the same dvr playback issues. Question is Xfinity, when are you going to hear us and fix the issues at your end? You give us the opportunity to record shows, etc. but who wants to watch something tht is constantly interrupted by either pixilation or freeze frames, etc. Please address the issue.

Visitor

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2 Messages

3 months ago

This happens on every single show I record that is also available on demand. It’s so frustrating. 1) I pay for dvr 2) I don’t want to watch commercials because I’m paying to fast forward through them and 3) if I’ve made it 10, 15, 30 minutes into a show before the “error” starts I can’t fast forward through those parts if I switch to on-demand because on-demand doesn’t allow fast forwarding so I’m watching like all my tv twice. I hate this so much 

PJandMIMI

Contributor

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26 Messages

3 months ago

Contact Xfinity and get a tech to your house. I did and he swapped out the most current dvr available which I recently got from them to the old type with the clock. After he did that, knock on wood, I don't have any playback issues on recorded programs. He told me it was with the new dvr recorders that cause the issues because he had multiple ones like mine and he did the same for those customers. I know it is frustrating since we pay alot for Xfinity and we all deserve better than that issue or any issue. Keep us all posted.

Visitor

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2 Messages

@PJandMIMI​ that’s helpful. I use the xfinity app on Roku so I’m not sure there’s anything to switch but I will reach out to xfinity and see if perhaps there’s a connection issue somewhere. 

Official Employee

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874 Messages

Hi, @user_033fd3. I see you are having similar issues, and I'll be glad to help. Does this occur with your Xfinity DVR as well, or only via the Stream App on Roku? 

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

Visitor

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2 Messages

The Stream App on Roku gets confused often if one tries to fast forward a show on your cloud DVR.  I do not know if this is Roku dependent.  

Visitor

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1 Message

2 months ago

I'm having this same issue ever since the latest outage last Sunday. I can't watch any recorded shows from my main x1 dvr. But, I can watch them on the wireless box on the other room. All recorded shows, are showing on the main x1 box, I just can't watch them from there. It keeps telling me that the show is available on Demand. 

I've tried resetting the router, and both boxes. Didn't resolve the issue 

Has anyone found a solution to this yet? 

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