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Visitor

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2 Messages

Thursday, February 8th, 2024 3:44 AM

Recorded Bravo shows freeze or become un-synced when fast forwarding

When watching a recorded Below Deck or Southern Charm episode on Bravo, if I fast forward or rewind at any point in the middle of the program, the screen freezes and I have to start the entire episode over, and when I fast forward to the point I left off, if it DOES come back on, the audio and film are un-synced by several seconds. It's so annoying and frustrating to think I've saved my favorite show to watch however I want to watch it and then dread having to stop it for some reason because I know it's going to mess up.....AGAIN. I know this is an issue for many others as I've turned to the internet to try and find the WHY. Someone else reached out on this platform but that was dated two years ago. There's got to be some sort of glitch because it only seems to happen with Bravo shows that I've DVR'd. Help!

Official Employee

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1.5K Messages

5 months ago

Hello @user_4e3f7b, thank you for creating such a detailed post and for giving us a chance to work with you on this freezing issue. That does sound like a pretty annoying thing to deal with while you're trying to watch your recordings. Have you noticed this only impacts the shows you mentioned or any Bravo show? 

New Poster

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2 Messages

5 months ago

I am not the OP but have the same issue. It happens with all Bravo recordings for Below Deck, Below Deck Med, Below Deck Down Under and BD Adventure. I don’t record any other Bravo shows. The problem only occurs for me when I playback from my phone using the XFINITY app. No issue when I play back from dvr on my tv. 

Official Employee

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1.1K Messages

@Curlyj Good morning! Thank you for taking the time to reach out to our Community Forums Team to bring your service concerns to our attention. Sounds like that would be pretty frustrating fight with it to sync up. I'm happy to assist you in getting your recordings working properly. Before we begin, can you please share any troubleshooting steps you have already tried, and what kind of phone you have?

 

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Visitor

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3 Messages

5 months ago

Happens to me too, and used to be only on Bravo but now it is all networks. If I try to fast forward through commercials, the audio proceeds playing, but the video stops. I have tried different Wi-Fi networks I have tried cellular network, I have uninstall the app and reinstalled, I have fast forwarded and rewound, and I have started the video over all with no success. So frustrating and at this point, I am ready to cancel Xfinity and just stream with the individual networks. Please help!

Official Employee

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1.3K Messages

Hello, @user_a12843. I'm sorry to hear you've also been experiencing the same syncing issue with Bravo. We would hate to lose you as a customer, especially for something I'm sure we can find a solution for.

 

Other than using different networks and uninstalling/reinstalling the app, what else have you tried to troubleshoot this issue? Have you by any chance reset the modem? Do you have another profile available with your account to try going through the same steps?

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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3 Messages

5 months ago

Yes, I have reset the modem, turned my iPad on and off, ensured that my iPad software is up to date. I only have 1 profile. 

Official Employee

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960 Messages

@user_a12843 Thank you for taking that step and ensuring the modem was reset and up to date. Let's take a closer look into the issue and get the details over to our repair team. Can you please send us a direct message with your name and service address?

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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
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