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

@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.

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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.  

"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?

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

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."

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! 

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.

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. 

🙃

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!

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?  

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.  

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

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!

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. 

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