Visitor
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1 Message
Stream app recordings freeze at end or audio continues and video stops
I see from other customers that this is an ongoing issue for years and for some reason Xfinity customer service if you even want to call it that seems to answer in the same way which helps none of us with this issue. How about fixing the problem since we pay you a lot of money for this service. If you respond to this asking me another dumb question like you do other customers [Edited: "Inflammatory"] because your not going to help anyway. Just do your job and fix the [Edited: "Language"] problem. Carry on
XfinityJosephA
Official Employee
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1.4K Messages
2 years ago
@user_b458f1, since this is an issue you have been experiencing for a while send us a direct message with your name and service address. You can send your message to "Xfinity Support" using the Direct Messaging icon at the top of the page. Once we locate your account we can troubleshoot or work with our advanced repair team if needed.
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user_ba914c
Visitor
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3 Messages
2 years ago
I have had this issue since I can remember on an iPad. I originally thought it was just me, but having reviewed these forums, it appears to me to be an ongoing widespread issue. I am kind of surprised no one at Xfinity has been able to diagnose it yet, especially with the customer frustration and dissatisfaction expressed in the forums. I'm guessing the following will not be helpful, but just in case someone from the 'advanced repair team' happens to monitor this forum, here a few observations I have about the issue, including a technique that *occasionally* fixes the issue - I should say *rarely*, not get anyone hope's up, but it does work every once in a while:
- the issue happens for me on an iPad.
- I make sure the software is up to date on the iPad OS and I have the latest Xfinity Stream. Note that rebooting the iPad, powering it down, relaunching the app, etc does not resolve the issue.
- the issue is when you are playing back recorded shows, the video will stop while the audio continues. At this point, you can go back and re-watch parts of the video and everything is fine (maybe it's cached, I don't know). But it will stop in the same place every time going forward. If you try to watch the video from the point where it stopped, or anytime in the future, the video will not play, just the audio.
- The one thing I have found that *occasionally or rarely* works is if I stop the video, note the time index (for example if it's a one hour show, and the issue occurred after 30 minutes, I note it stopped at 30 min), swipe the app away (so it has to reload when you open it up again), and go to settings and turn off wifi. Wait 30 seconds, and turn wifi back on. Then relaunch Xfinity Stream. Go back to your video, and try to resume it. Most of the time it will not resume, but start at the beginning. Then move the time index to 1 minute less than the time index you noted (in this case, 29 minutes), and press the play triangle. Every so often it will play the rest of the video like it should. But often not.
- I have an Android phone. This issue has never happened on my Android ever. Only iPad. But I prefer to use my iPad because it has a bigger screen.
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user_3dcab0
Visitor
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1 Message
2 years ago
I also have this issue. The DVR recording plays fine on the Web app, or andriod. It will always happen at the same point on the iPad and iPhone. There is obviously something in the video stream that breaks the codec on IOS. The issue is not with the DVR or the iPad app per se, because it happens randomly (I believe it might be more likely to happen with longer programs since the record time is longer and that just give more opportunity for whatever condition to arise.) But some interaction between the app and what the DVR stream is sending to it. Again, it is ONLY happening on Apple IOS based apps.
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user_d60f8a
Visitor
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6 Messages
2 years ago
Ditto! This issue is maddening. I’ve already done all of the troubleshooting 1000 times…..still doesn’t work. I am done with cable companies
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user_f9a40f
Visitor
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1 Message
2 years ago
Same issue here. I have been having this problem for years. If I play DVR recordings on iPhone or iPad, the video stops while the audio continues. This is so frustrating and will lead to me eventually canceling my service. Why has this never been fixed and why can’t I speak to a human about this issue?
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