U

Visitor

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3 Messages

Thu, Jan 20, 2022 5:09 PM

Video freezes and audio continues on iPad when watching recordings on streaming app

While watching a recording on the Xfinity Streaming app on my iPad the video will freeze and the audio continues if I try to fast forward. It will often restart from the beginning of the show I'm watching after buffering for a long time as well. Recordings work find on my TV and don't freeze if I fast forward. My wifi that I'm connected to on my iPad works well and I have had no issues with streaming from other platforms like HBO MAX, Netflix and Apple TV.

I have tried everything: I have logged out, I have restarted the app, I have restarted my iPad, downloaded the latest iPad update, cleared all apps, checked for app update, deleted app and reloaded it, nothing works. I even downloaded the video to my iPad through the app and that freezes too. The issue continues to occur very frequently.

This has been happening for months and I know this is an ongoing issue that comcast has not addressed because there are MANY forum online that describe this same issue. If I am paying for a service and can't use it why am I paying for it??

 I am always on wifi and it is only with recordings not on demand (but the point of recording is so I don't have to sit through commercials).  Literaly every single thing I record I cant watch because it freezes half way through and there is no way to fix it

This issue has been going on for months. I have attempted to get help in resolving this issue with multiple comcast customer service agents and every time they say they are working on the issue but then they disconnect from the chat and someone else comes on and I have to explain it all over again. I have spent WAY too much of my time on this and if it doesn't get resolved with this final attempt, I am canceling my services and going else where. I am so disappointed in comcast time and time again. 

Official Employee

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327 Messages

5分前

@user_2e4283 I understand that this seems to be only happening through the Xfinity Stream app. I know that you have attempted to resolve the issue before but have been disconnected. I would like to take a look at your account and the recordings.

Could you please send our team a private message with your full name and full address? 

 

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" 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

Visitor

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1 Message

5分前

This is happening to me too. I can watch the show with no problems on my iPad, through the stream app, as long as it’s not a DVR recording. Eg. I am watching a series on E! that I decided to record as it looked interesting. I got half way through, the show hit the informercials and video froze but audio kept going like normal. Very frustrating.  

Official Employee

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292 Messages

@user_1980e4

I am seeing this is a known issue that our Engineers are working on. The workaround is to use the Xfinity Stream website. We hope to have this resolved soon and will post it here when we have further information.

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Visitor

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2 Messages

Same problem here for at least a month. 3 calls and no resolution. LG Smart TV, NO other apps having any issues, no other device having issues and I'm paying a lot for 900 mbs that I was told I didn't need. It started after Comcast/Xfinity made a change (software?) that was evident because the channel guide format now matches what you see if you have the box version for TV.

Official Employee

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254 Messages

Hello, @user_mlmoore59! Thank you for bringing your shared concerns to the community for assistance. This thread's OP (Original Post) and subsequent comments have been about video/audio issues while using the Xfinity Stream app on an iPad. To clarify, are you having the same issues, but on an LG smart TV?

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Visitor

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2 Messages

Mine does it only if I download the recording to my ipad and try to play it thru the xfinity app.
 

Visitor

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1 Message

Same problem here with iPad AND iPhone

Visitor

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1 Message

5分前

"I am seeing this is a known issue that our Engineers are working on. The workaround is to use the Xfinity Stream website. We hope to have this resolved soon and will post it here when we have further information."

I see posts as far back as 2020 -- when can people expect a fix cause this is crazy to know this has been going on so long with no resollution.  Website is fine for a workaround but is there something we can mointor for a fix?

XfinityGabby

Official Employee

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503 Messages

Hello @chchcheesy, thanks for reaching out to our team through Forums. Can you tell us what iOS you currently have and are there any troubleshooting steps you've tried?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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2 Messages

This happens on many different devices and iOS platforms

Visitor

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2 Messages

4分前

Did you ever get this problem fixed? I'm having the exact same issue. 

Visitor

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3 Messages

@user_8eac05​ haha  of course not! Xfinity is the absolute worst. Their customer service is useless I never received any response even though I followed all of the directions that they asked me to do. My husband and I are moving soon and we will be canceling our services with Xfinity and signing up through  AT&T. 

Visitor

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3 Messages

I’m having the same issue as well. It doesn’t matter if you’re watching on an iPad or computer. The video freezes and audio continues. All shows stop in the middle. Very frustrating since Comcast is a fortune. Terrible customer service. 

Official Employee

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266 Messages

Hello @user_8eac05! Thank you for reaching out to our community forum. I can definitely understand how frustrating it is to experience these issues when trying to watch your recorded shows. Have you noticed whether the issue happens on all shows, or just certain shows or networks? 

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Official Employee

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266 Messages

Hello @user_2e4283! This is never the feeling we want you to have and I would love the opportunity to help turn this experience around for you. Are you experiencing issues watching your recorded shows on our Stream app as well? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Official Employee

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306 Messages

Hi there, @dmp0904. Thank you for commenting and we will be more than happy to assist. Have you noticed if the issue is with certain programs or all of them?

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New Poster

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3 Messages

4分前

The workaround of using the site doesn't work. DVR playback is pretty much useless on any IOS device, whether you use the app or the site. Looking back through all threads it appears the problem goes back at least 2 years, with the same BS answer of "engineers are working on it."

Official Employee

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574 Messages

Hi there, @edge57, we appreciate your feedback regarding the app and the website. I understand how frustrating it is when a really useful feature is not working the way it is intended to. Do you only experience the issue through an iOS device, have you attempted to use any other device?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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New Poster

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3 Messages

@XfinityValerie​ Only IOS devices. 

Official Employee

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377 Messages

Thank you for confirming! Can you please provide me with the models of the iOS devices that you've been experiencing these playback issues with? 

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.
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New Poster

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7 Messages

3分前

This also happens to me, and a ton of other posters, but they just keep closing the threads without resolving the issue. I had a very old 2nd generation iPad mini and it was happening, so I bought a brand new iPad mini 6th generation (the newest) because I figured my old one was the cause of the issues. It turns out the exact same thing is happening with the new iPad mini, and the Xfinity app is the issue. What a waste of money! 

XfinityChe

Official Employee

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6.4K Messages

Hey @LisaLPharmD and thank you for sharing your experience! I'm sorry for the issue you're running into and want to help do some troubleshooting since you have confirmed that this happens on multiple devices. Please send a direct message with your name and service address to "Xfinity Support" by clicking on the "Direct Messaging" chat icon in the top right corner of the page, then click on the pen and pad icon and enter "Xfinity Support" in the "To" section of the chat. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

2分前

I use to be able to download a show on my apple device, and it would work - not any more (since July 2021?).

Before looking at this post, I called Comcast, and was told I would have to have a technician come out to look at the problem.  How ludicrous.  If he had just looked at your own forum, he would see this is an ongoing problem, and I shouldn't waste my time/money... or their technicians.

Has anyone figured this out yet?  I agree... hundreds of dollars to xfinity every month, and this basic function doesn't work.

Visitor

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1 Message

2分前

So this happens to me as well on my IPad..

The “work around” I have come up with is to download from the DVR onto the iPad and watch it that way. BUT i will always fast forward to the end to make sure video and audio are still working at the end of the show. If it isn’t, it’s like always, it’s a frozen image but I hear audio. If that’s the case, I’ll return the download and try to download it again.

I won’t lie, it’s kinda a pain in the a$$ waiting for shows to download, but luckily my wifi is strong and it’s usually only two or three minutes to download an hour long show. 

BUT the point is we shouldn’t have to be doing this. Xfinity should get their $hit together. 

🙃

Visitor

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4 Messages

2分前

I’m having same problem. Ridiculous it’s been going on for this long…I download shows to my app to watch on flights…get all but 2 minutes of audio and video working then video stops but audio keeps going…useless…FIX THE PROBLEM!

Visitor

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4 Messages

@user_b533b5​ FIX THE PROBLEM!!!!!!!!!!!!!!!!!  

Visitor

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4 Messages

Another attempt to download shows to bring on cross country flight. FAIL!  

Visitor

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4 Messages

Awesome…I got this going for me here:

Congratulations! You have just earned a new badge: 1st Kudo for your contributions to the community

Visitor

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2 Messages

2分前

Looks like this is a large issue. That being the case do not expect a swift resolution. These huge companies advertise things that their stuff will not do. Garmin is the worst. Rarely do all the features of their devices work as advertised even though the retail price is generally well over $300 and up. Xfinity is the same way. It seems like their attitude is “oh well most of it works good and that’s good enough for us”. Who cares about the customer anyway?  

Visitor

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1 Message

1分前

This happens to me as well.  If I try to rewind it, the picture freezes but the sound continues.  I can turn my iPad off and it sometimes fixes it until I try to rewind again.  Then the same thing continues to happen.  

Visitor

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1 Message

23日前

Was this issue ever resolved is there a work around, Xfinity charges it’s customer wayyyy too much to let issues like this linger unresolved for over 6 months. I’ve been having the exact same issue lately

Official Employee

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813 Messages

@user_9c72f6 Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and would love to investigate this for you! What is the make and model of device you are having this issue on? 

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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4 Messages

22日前

I am having the exact same problem and have tried everything as described above.  I have also had the same runaround with "customer service".  One rep last night told me I was disrespectful for stating how frustrated I was. I didn't even cuss!

Visitor

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3 Messages

21日前

Hi all,

Just wanted to come back here to say that I canceled ALL my Xfinity services and I am beyond happy I did! I now have internet with AT&T and have no issues. All the shows I watch are through streaming apps so I no longer pay for overpriced cable or have to deal with commercials or remember to DVR them. I feel so free that I no longer have an outrageous and ever increasing Xfinity bill!! My only regret is I didn’t do this sooner! 
If you still want cable but want to break out of Xfinity and their terrible customer service I suggest YouTube TV. It has all channels and is significantly less. You can even have up to 6 households join your account to reduce your bill further. 

Official Employee

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55 Messages

We appreciate your tenure with our company and would hate to see you leave, but we do understand that there are other providers out there that may fit your wants and needs a bit better. We are here 24/7 365 days out of the year for all things Comcast. Please stay safe and have a nice day!

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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1 Message

21日前

Same problem, started today on my iPad 16” Pro. Very frustrating😡

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