DVR recordings freeze while viewing on Xfinity Stream App

For the last two weeks my DVR recordings have been freezing while watching them on the Xfinity Stream app. I can still hear the audio but the video completely freezes. It usually starts around the halfway point of the recording. Please help.

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user_447b55

Visitor

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1 Message

4 years ago

Just look at this thread. This problem has been happening for MONTHS and it's STILL NOT FIXED!!! It's been happening to me, to the others who posted here, and the COUNTLESS others who don't complain and are clearly not on xfinity's radar. Your attempts to solve this with customers individually are laughable. Clearly it is a widespread, systemic problem. This is YOUR problem to fix, Xfinity! Will you fix it? CAN you fix it?

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CCTyler1

Problem Solver

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409 Messages

Oh, no! Thank you for commenting on this thread, and for bringing this to our attention! I understand you've been experiencing some trouble with our stream app, and I can most definitely imagine the inconvenience behind this, especially since I use this feature all the time, especially when I travel! I will be happy to help, and rest assured; our Digital Care Team is here, every step of the way!

Can you please send us a private message, including your full name, and your full address? You can do so, by clicking on the chat icon, in the top right hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then give you the ability to send us a message. Thank you in advance, and I look forward to speaking with you!

I no longer work for Comcast.

4 years ago

0

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user_890204

Visitor

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1 Message

4 years ago

Happened to me tonight while trying to watch a Bulls game I recorded. Halfway through the screen froze but I could still hear sound. Finally gave up and just looked up who won. I pay a fortune for my cable so it’s unfortunate you are unable to fix this problem

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XfinityAldrik

Official Employee

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2.3K Messages

Hello @user_890204, thank you for reaching out to us on our community forums. We are terribly sorry to hear you missed out on the end of your game. I personally enjoy recording my team's games so I can watch them on my DVR when I am not busy.

For troubleshooting purposes, was this only occurring on the stream application or did the DVR have the same issue on this recording?

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

4 years ago

0

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polecat2

Visitor

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5 Messages

4 years ago

Same problem as everyone else here. Recordings freeze while being watched using the Stream app. The video freezes but audio continues. Restarting the app or the device do not help. It happens while connected to wifi or while watching downloaded recordings. It should be easy to replicate if the developers or employees use their own app!

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user_a874ed

Visitor

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1 Message

4 years ago

I just ran into this extremely frustrating issue for the first time. I cannot believe this issue is this widespread for this long and Xfinity has done nothing to fix it. With the increased competition, you would think they would try harder to keep their customers. Do better.

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XfinityBillie

Official Employee

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3.6K Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! The thread you are responding to is 6 months old and we definitely want to make sure that your concerns or service issues are never overlooked. In the future please create your own thread detailing the issues you are having. With that being said I would love to look into this further and assist you with troubleshooting your services. Please send us a direct message to "Xfinity Support" with your full name and address to get started.

To send a direct message you may need to:
Click "Sign In"
Click the "direct message" 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

4 years ago

0

NicoleTheVol

Visitor

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2 Messages

3 years ago

The exact same thing is happening to me and has been for months. I like to watch my recordings on my lunch break at work on my iPhone, and it always happens during the commercials. The first time it ever happened, I used my finger to scrub past the commercials. The next time it happened, I was using the fast-forward by 10 secs. feature. So now, I’ve been forcing myself to endure the commercials, and it happened anyway. It’s always within the first 25 minutes of a show for me as well. Extremely frustrating, I’m so over it

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Xfinity Stream App

user_bc207e

DVR recordings freeze while viewing on Xfinity Stream App

user_447b55

CCTyler1

user_890204

XfinityAldrik

polecat2

user_a874ed

XfinityBillie

NicoleTheVol

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