rzrbkfn's profile

New Poster

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4 Messages

Wed, Dec 22, 2021 9:18 PM

Closed

Resolution degradation on Xfinity Stream Cloud DVR playback

Came across an issue with playing back saved DVR programs through the Xfinity Stream app on my LG Smart TV this past weekend. When the program is selected & starts, the first 5-10 secs plays in what looks like 720p/1080i quality & then quickly starts to pixelate & then plays in what's 480p at best for the remainder of the recording. Is this a known issue? I'm running the app version 1.12.4.

Official Employee

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252 Messages

8 m ago

Hello, @rzrbkfn, thanks for reaching out to us today regarding the issues with the playback on recorded content. It would be our pleasure to assist! This is not listed as a known issue with recorded content. Do you experience the same playback issues with any other devices or just the LG Smart TV? 

New Poster

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4 Messages

@XfinityNicki Just the LG Smart TV. I also have an LG OLED Smart TV, two Samsung TVs & there's no issue with playback on the app from those. 

XfinityAnna

Official Employee

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643 Messages

Thank you for the information @rzrbkfn. I appreciate the troubleshooting steps you have taken so far. I am sure working together we will get to the bottom of this. I am not seeing a known issue. You mentioned it happened with playback. Did you notice it happening with live cable streaming as well? Was it just one specific show or episode. Thanks for the details, they really help us narrow down a solution. 

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

7 m ago

I’m having the same issue. Some movies are not recording are not in full HD. It’s more like 480p. 

XfinityRay

Official Employee

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734 Messages

Hi, @user_4a3da3. Thanks for letting us know you are experiencing the same problem. We appreciate your help with our questions so can continue to narrow down the cause. Do the recordings come from the same station or network or does it vary?

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

6 m ago

I am also experiencing very low-quality playback on recorded DVR content. Happening directly from the xfinity.com website streaming app, on a high-performance PC.  Happy to help troubleshoot. 

Official Employee

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848 Messages

@user_a03457 Thank you for reaching out to our Digital Care Team. Are you experiencing the degradation on the cable box when watching recordings? Does it happen if you use a different device, such as cell phone or tablet? 

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

2 m ago

Same or similar issue. If I use the app on my android phone to set a recording, when I play it back on any one of my TVs it is in low def, small and grainy. If I set the recording with the remote, playback is fine.

Official Employee

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438 Messages

Are you home when this happens, or out using your cell data? 

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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