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?

Responses

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user_4e0931

Visitor

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1 Message

3 years ago

This has been happening to me too on everything I record. Half way through watching something it freezes, but I can still hear voices. And even when I close out and go back in, it’s stuck.

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XfinityEmilyB

Official Employee

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2K Messages

Welcome to our community forum, @user_4e0931! You've reached the perfect place to get help. I love using the Stream app to watch TV so I want to make sure you're able to enjoy it as well. Do you notice any issues with Live TV? Do you see the same issues when you access the recording from your cable box?

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

3 years ago

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breplum

Visitor

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12 Messages

Only happens in the Stream app, no problem with live TV, no problem with the DVR box.

Still a problem. March 2022

(edited)

3 years ago

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breplum

Visitor

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12 Messages

Customer service chat April 4, 2022:

Thank you for following up with us, I looked further into this issue with iOS devices and do see it's been reported to our backend team for review and a fix. At this time, it is recommended to use the browser or another device if possible to stream recordings until the fix is released. As soon as I have more information on when the update will be released, I'll follow up with you here. I will also tag you publicly so that you'll get an alert for my message. I apologize for the inconvenience this is causing for you and hope we'll get the fix rolled out soon!

3 years ago

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user_70fa40

Visitor

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1 Message

3 years ago

Same thing is happening to me. It plays about half the show and then it happens on both smart resume and if I watch all the commercials. Deleted and updated app. and it still happens. It’s on almost every show now. So frustrating! iPhone is updated.

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CCLysa

New Problem Solver

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617 Messages

Hi @user_70fa40

I appreciate you sharing your experience with us. We want to look into this and see what needs to be done to fix this. Please send me a Peer to Peer message so that we can proceed.

Here's the detailed steps to direct message us:
• 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 no longer work for Comcast.

3 years ago

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user_90eefd

Visitor

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1 Message

3 years ago

Same for me and it is extremely frustrating. I used to brag about how much better the Xfinity app was than the Fios but in the past few months it’s impossible to watch anything on it. It freezes the picture and the audio keeps working. USELESS!!!

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XfinityChristina

Official Employee

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923 Messages

Hi, @user_90eefd Have you completed any steps so far for troubleshooting? Is this accross DVR content, On Demand, or live TV? I want to make sure we can get things working for you.

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

3 years ago

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user_ac533b

Visitor

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1 Message

3 years ago

Has anyone that reached out to Xfinity resolved this issue? Why do we need to message Xfinity individually when this is probably happening to everyone.

In my case, it seems to be recordings of the cable channels. I haven’t had a problem with recordings of broadcast channels. It’s across all electronic devices using both the stream app and the website. Usually, deleting the recording and watching the on-demand version works. However, one show hasn’t worked and that’s Top Chef: Family Style. The first time this happened with this show, the on-demand version also did the same thing. Fortunately, I was able to watch it on Peacock. The latest episode is not available on-demand and Peacock only has it on their premium service.

Thanks to the customer that pointed out that I can watch on my set box. No thanks to the lurking Xfinity customer service rep. However, watching on the set box only works at home and the point of recording on the app is so that I can watch on the go.

By the way, the second week of this season of Top Chef, I watched the recording while the show was on and this live recording froze after the first commercial. Fortunately, since it was live, I continued watching on my tv and didn’t need that recording.

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user_98082e

Visitor

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7 Messages

@user_ac533b I contacted Comcast directly on the chat feature and after 4 days of trying different "fixes" none of them were successful. It was clear to me that Comcast is not prioritizing fixing this bug and it has been a known issue for > 1 year. I ultimately cancelled my Comcast cable which I have had forever and now use YouTube TV which is amazing and you can watch your shows seamlessly on any device with no storage limits!

3 years ago

CCDaniel

Problem Solver

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606 Messages

@user_ac533b

You have a great question on why we request that you reach out to us directly. We do try to assist you in here on the forums as much as possible so that the community can use the steps for their troubleshooting if they are experiencing the same thing. If we do need account specific or personal info we will ask that you reach out to us through a Direct message.

Have you tried uninstalling and reinstalling the Xfinity Stream Beta app? For the Xfinity Portal have you verified the the browser you are using is up to date with the most current version and cleared the cookies and cache?

Have you experiencing freezing of live TV anymore after the incident you just described while watching the 2nd week of this season or anything else live?

I no longer work for Comcast.

3 years ago

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user_c4652f

Visitor

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3 Messages

3 years ago

So this is still happening. I thought it was just me. On iPhone 13. Every darn recorded show doesn’t matter which starts to freeze at some point. No fix?

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breplum

Visitor

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12 Messages

3 years ago

April 4 2022 update: Nothing new from Comcast. Cust service chat revealed this:

"Thank you for following up with us, I looked further into this issue with iOS devices and do see it's been reported to our backend team for review and a fix. At this time, it is recommended to use the browser or another device if possible to stream recordings until the fix is released. As soon as I have more information on when the update will be released, I'll follow up with you here. I will also tag you publicly so that you'll get an alert for my message. I apologize for the inconvenience this is causing for you and hope we'll get the fix rolled out soon! "

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user_4625bc

Visitor

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1 Message

3 years ago

Same issue. Literally every show. Ready to say goodbye to Comcast. What is it going to take for them to systematically fix the issue?

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fhadley

Visitor

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1 Message

3 years ago

Adding my voice to the chorus.
Every single show I record sees the video freeze while the audio continues.

It used to be occasional, but now it it regular and consistent.
It tends to happen roughly mid-show.
It’s completely pointless to DVR anything.

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mistergsf

Contributor

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66 Messages

3 years ago

This issue happens a lot to me also and I haven't seen any improvements. It also happens with the Xfinity Stream Beta for TV. I often have problems watching recorded shows that won't play or becomes unplayable during viewing.

Last night I was watching a recorded episode of Top Chef. I did a rewind because I missed some dialog. I couldn't get the episode to play after that; issues with resuming the stream.

This morning, I still couldn't get the episode to play and had to resort streaming the episode from the NBC app. No problems though when accessing the recorded episode from my living room and the X1 set top box.

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polecat2

Visitor

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5 Messages

3 years ago

Same problem as everyone else. Video freezes when watching a downloaded show or trying to stream. Happens when in airplane mode or when connected to wifi. Happens constantly when skipping ahead or using smart resume. The problem has existed for many months. Using iPhone 12 Pro Max.

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CCLuis

Problem Solver

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493 Messages

Hi, @polecat2. Thank you for taking the time to share your experience with us. Are you getting any error codes or error messages when the content freezes?

I no longer work for Comcast

3 years ago

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user_818e30

Visitor

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7 Messages

3 years ago

Following up on my original post: The problem that we are all describing here seems to be persistent. After going through the Peer to Peer troubleshooting portal they keep recommending, it seemed better for a while, but now it has resumed with shows that I try to download to my iPad. What's happening in the peer to peer conversations is that I keep getting passed from person to person, I keep being asked to repeat troubleshooting steps and to update them. After a little gap in our correspondence I was asked to provide all of my info all over again, even though it was still all there as part of a thread. In short, they are wasting my time and not offering any real solutions. This is a glitch they need to fix on their end, and stringing us along through this Peer to Peer forum is not accomplishing anything.

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mistergsf

Contributor

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66 Messages

@user_818e30 FWIW, following up on my earlier post about not being able to watch a recorded episode of Top Chef. I tried going back to it today and STILL not able to resume where I left off. I can't even start at the beginning.

It's like a corrupted stream that I wish I could "force quit" or clear from my cache so I can start fresh. Again, I can go to my living room X1 box and watch it from DVR without any issues.

3 years ago

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user_8666cc

Visitor

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3 Messages

Xfinity doesn't care if their app works. They've had this problem for nearly a decade. Netflix, HBO Max, Hulu or any other streaming app would have solved this problem within months.

3 years ago

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user_c4652f

Visitor

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3 Messages

3 years ago

Cool. Another night, another frozen show. Sigh. Anyone that has switched to YouTube tv is there pricing. Can you literally watch any show? I need to quit Comcast. Way too expensive for cable when you can’t use it like any other steaming service.

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user_56f240

Visitor

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2 Messages

3 years ago

I’m having the same issues! I’ve switched from my iPhone to my iPad and it freezes the picture at the exact same spot. So frustrating!

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CCOtto

Problem Solver

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497 Messages

Hi, @user_56f240

Please make a post of your own if you need assistance and we will help you!

I no longer work for Comcast.

3 years ago

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user_818e30

Visitor

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7 Messages

No they won't help you. After a month of messages back and forth with the Xfinity staff, I'm still contending with similar glitches with the iPhone and iPad apps.

3 years ago

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user_818e30

Visitor

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7 Messages

PS I am trying out FuboTV for a week to see if it outperforms the Xfinity Stream app, and will decide based on that whether to cancel my Comcast cable service - after being their customer for the better part of 20 years.

3 years ago

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user_0dcb41

Visitor

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1 Message

3 years ago

This is ridiculous, why hasn’t this issue been fixed! Same problem here, I try to watch a recorded Phillies game on my iPad and FREEZE, audio with no video. Very expensive radio! Does anyone know if YouTube tv gets Phillies games?

(edited)

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CCEdgardo

Problem Solver

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513 Messages

Hi there. Thank you for commenting on this post. We are still working on resolving this issue at this time. We do not have any fixes for the devices that are being reported as having issues. We recommend using other devices to watch your recorded content while we resolve this issue. We greatly appreciate your patience.

I no longer work for Comcast.

3 years ago

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user_ed33e6

Visitor

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2 Messages

3 years ago

Today is April 18, 2022. It’s been 4 months since this thread has started. There are a few threads with the same complaint and still ZERO fix for it. I am having the same problem on my apple products. The video freezes and the audio continues. The complaint is the same across the board. WHAT IS THE SOLUTION?

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mistergsf

Contributor

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66 Messages

@user_ed33e6 Even accessing Xfinity Stream from a web browser is not working for me today. I'm on a Mac using Safari and have also tried Chrome and Firefox.

Here is a screenshot...

3 years ago

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XfinityGabriel

Official Employee

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2.2K Messages

Hi, @user_ed33e6! Thank you for visiting the XFINITY forums page for help the XFINITY stream app issue and for patiently waiting for a response. I am sorry to learn about this experience with the freezing and audio issues. I love streaming with my apple and other manufactured products so I can understand the inconvenience that this can cause. You've reached the best place to bring this to our attention. While reviewing this concern further, I discovered that If you’re having difficulty accessing or using your Apple services, please know this is not an issue with our network. Our network is functioning properly at this time, but we are monitoring the situation and appreciate your understanding. Are you able to confirm if your experiencing the same issue with another manufactured product?

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

3 years ago

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user_ed33e6

Visitor

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2 Messages

I only own apple. But it seems to be an issue with alot of users. Not one or two. So I would think it’s an app issue. Xfinity’s app.

3 years ago

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CCSelena

Problem Solver

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892 Messages

Did you happen to notice that all these issues began after the Safari 15 update?

I no longer work for Comcast.

3 years ago

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