1 Message

Sunday, December 25th, 2022 3:53 AM

DVR recordings and downloads freeze on Stream App

​While on my home Wi-Fi watching DVR recordings or on airplane mode watching DVR downloads on my iPad or iPhone, the show will freeze a quarter of the way through. I can continue to hear the audio but the picture is frozen and will not resume after closing out the app, restarting the device, etc. This happens consistently every time I use the app. Is there a fix for this? I chatted with Xfinity customer service and they did a system refresh which did not work and they were not able to provide any other help. ​

Official Employee


2.9K Messages

3 months ago

Hey there! 

This is something our Xfinity digital care team wants to look into. Can you please send us a private chat with your full name and full service address? I want to make sure your DVR recordings are working properly for you. 

To send the requested information:
  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon 
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support"
      there. As you are typing a drop-down list appears.
  • Select "Xfinity Support" from that list. An "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

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