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Visitor

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4 Messages

Fri, Jan 14, 2022 3:13 AM

Xfinity Stream App Recorded Shows Freezing

The last 3 shows in a row that I’ve recorded and tried to watch on my iPad with the Xfinity Stream app freeze at some point and I can only hear audio while the picture freezes.  This has happened a lot in the past but is getting too frequent now.  The app is clearly not functioning correctly to be usable.  Any advice?

Official Employee

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196 Messages

8 d ago

Hello there @user_98082e thank you so much for reaching out for help with your Xfinity Stream app/web portal not working when trying to watch your recorded shows! I have a great page that may help! If you take a look here at this link you can see there are some troubleshooting steps that may help! https://comca.st/3A32vIw

 

Give those a try and let me know if you are still running into the issue! 

Visitor

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4 Messages

@XfinityAmandaB Hi!  Thank you for reaching out.  I went to the page you suggested but did not see anything that applies to my situation.  I have had this same issue on 2 different iPads.  The one I am currently using is an iPAD mini 5th gen with software 14.8.1.  I have tried to close the show, restart the show, close/restart the app, I even uninstalled/reinstalled the app but nothing seems to fix the issue.  This issue of the picture freezing while the audio continues keeps happening over and over and I cannot watch the shows I have recorded.  I see many people having this same issue for well over a year.  Does Comcast have a permanent fix to this issue?  Is this being prioritized?  Thank you for your continued help to resolve this.

XfinityMikeB

Official Employee

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448 Messages

Thank you for sharing this information with me. I would like to take a closer look into this. Can you send me a direct message with your address and name? 

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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4 Messages

@XfinityMikeB Hi!  How do i send a direct message to you?  I went into messaging and searched for your name but it was not found.  Thank you.

XfinityMikeB

Official Employee

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448 Messages

To send a Direct 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

Visitor

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1 Message

5 d ago

I'm having the same issue on my iPhone. It is occurring with greater and greater frequency. When will this be fixed??

Official Employee

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4 Messages

Hello @user_1636dd. We would like to assist you with your inquiry. Please send us a private message to further assist you.
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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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2 Messages

4 d ago

I am having the same issue when playing recorded shows on my iPad. This does not happen on my Comcast box. This issue happened once in a while but now happens every recording since the latest app update. 

(edited)

Visitor

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4 Messages

@user_b47438 Same for me - happening on every single recording now all of a sudden.  This is causing me to think about alternatives unfortunately if I cannot get this fixed quickly :(  Literally cannot access my content if I am not with my physical box which feels archaic these days.

Official Employee

 • 

4 Messages

Hello @user_b47438 We would like to assist you with your inquiry. Please send us a private message to further assist you.
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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

4 d ago

Agreed. Using on my IPhone. All s/w and app up to date. This is an obvious break in the s/w. Escalate to put a ticket into your Apps group. You all know how to escalate. No song/dance replied required. Just assure your thousands of customers you are working towards a resolution. 

Official Employee

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57 Messages

Hi, @Dittman3. Thank you for taking the time to provide us with these details in regard to your experience with the Recording function on the Xfinity Stream app. We understand how issues like this can cause a major inconvenience and this feedback is very much appreciated. It would be my pleasure to get a ticket opened up for your account. If you would like for me to help you with this, please send our team a direct message with your full name and full address so that we can assist you further. 

 

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

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

New Poster

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3 Messages

4 d ago

For me it freezes up in every show. It’s happens after using the Smart Resume. Once a commercial starts and you click the forward arrow for smart resume, the video freezes but the audio continues. 

then it won’t start again except for through the cable box. 

Official Employee

 • 

4 Messages

Hello @clairealt We would like to assist you with your inquiry. Please send us a private message to further assist you.
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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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