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user_8078cf
1st Topic
1st Kudo

Visitor

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1 Message

Sun, Sep 12, 2021 4:34 AM

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Video freezing on iPhone and iPad app

When I play back video on iPad or iPhone from my DVR the video stops and the audio keeps going. This happened for several Olympic broadcasts and more recently for Thursday night football. I can watch without issue on the tv or desktop. This persisted despite restart of all hardware and reinstall action of app on iPad. 

Question

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Updated 

5 m ago

642

10

XfinityGina

Official Employee

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603 Messages

1 y ago

Oh no, that's definitely frustrating @user_8078cf! Have you already checked your iPad and iPhone to make sure they're up-to-date and meeting the app requirements? 

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Gabriellaindigo

Visitor

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15 Messages

1 y ago

I have the same problem & it’s been occurring for months.  IOS is up to date as is the Xfinity app.   I’ve uninstalled and reinstalled the Xfinity app and rebooted the IPAD multiple times.  Nothing has helped!

(edited)

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user_3f294a

Visitor

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1 Message

1 y ago

Brand new iPad, brand new iPhone. Same problem as everyone else has mentioned with the frozen video or black screen while the audio continues. Pretty obvious xfinity knows the app is garbage but just wants to blame it on our equipment.

2

XfinityVianney

Official Employee

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655 Messages

Hello, @user_3f294a. I see you are having a similar issue as well. Can I have more details about the troubleshooting steps you've taken so far? Do you see this only on your iOS equipment, or is it present with any mobile device you use? 

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

0

Gabriellaindigo

Visitor

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15 Messages

This problem has NOT been resolved!

10 m ago

0

Beckah

New Poster

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4 Messages

10 m ago

I’m having the same issue on multiple devices. All are up to date with current iOS and app version. It’s even more frustrating since my cell phone service is through Xfinity. 

Since this is obviously a known issue, why hasn’t it been fixed?!

1

0

XfinityMarcos

Official Employee

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762 Messages

Hello, @Beckah, I can definitely help you with your streaming DVR issues. So we don't go through any repeated steps, what troubleshooting have you done already? 

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

10 m ago

0

user_80c049

Visitor

 • 

1 Message

10 m ago

I am having the exact same problem. Black screen or frozen screen while audio continues and no amount of trouble shooting has fixed it. I’ve restarted the app and device multiple times. Logged out of the app. Updated device software. Updated the app. Disconnected and reconnected to WiFi. Switched the WiFi network.  At this point it’s clearly not isolated to our individual devices so xfinity needs to step up and fix their app.

1

XfinityAmandaB

Official Employee

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334 Messages

Hello there @user_80c049 Thank you so much for reaching out for help with your Xfinity stream app issues on your devices! I would be happy to check more into this and your account for you to make sure you can take advantage of your Stream app! If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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

10 m ago

0

Gabriellaindigo

Visitor

 • 

15 Messages

10 m ago

Previously, I:

Tested the playback on both my Windows computer and on the TV; all worked perfectly.

Assured I was on the latest version of IOS on both the iPhone and iMac

Un-installed and re-installed the Xfinity app on each device

Checked the WiFi connectio

Restarted each device multiple times

Was on a chat session with Comcast / Xfinity for 2 1/2 hours.   Nothing was resolved.  

This problem has been occurring for many months on IOS!

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user_a73310

Visitor

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1 Message

7 m ago

This is something I have been experiencing for the past year off and on. Seems to have picked up again recently. Walked through loads of troubleshooting with support and not getting to a resolution. With the amount that we pay each month, a better experience on the primary way I access my DVR playback content would be much appreciated. Seems like there should be a knowledge article or some public resolution by now given the number of threads online for this topic.

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user_4cbb0b

Visitor

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2 Messages

6 m ago

Fix the playback on recordings for IPhone and other devices.  Only Xfinity has problems like these. It’s been months and nothing helps.

this is ridiculous 

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user_30159b

Visitor

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1 Message

6 m ago

I only use Apple devices.  Had the issue today.  Been having the frozen DVR issue for months. Did anyone get any help from Xfinity?

3

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XfinitySara

Official Employee

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291 Messages

Hey there, @user_30159b! Thanks for bringing your shared concerns to our public forum. I know how important it is to be able to access your favorite programming, whether at home or on the go, so I'd love to see what we can do to help! Have you already reviewed the Xfinity Stream App Minimum System Requirements to ensure your devices are up-to-date and meeting those requirements? If so, and to clarify, are you only having issues with playback of DVR recordings via the Stream app on your Apple devices (rather than live TV or purchases/rentals)?

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

6 m ago

0

Beckah

New Poster

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4 Messages

@user_30159b​ I was having this same issue occasionally up until last week. Now I have video, but the audio cuts out on my Apple devices partway through watching on my devices. Everything is fine on DVR, but no sound on mobile devices. 

It's beyond aggravating.

5 m ago

0

XfinityMiguel

Official Employee

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342 Messages

Hi @Beckah were you able to click on the link XfinitySara left on her last response. Have you already reviewed the Xfinity Stream App Minimum System Requirements to ensure your devices are up-to-date and meeting those requirements? If so, and to clarify, are you only having issues with playback of DVR recordings via the Stream app on your Apple devices (rather than live TV or purchases/rentals)?

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

5 m ago

0

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