Baseball01's profile

Visitor

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4 Messages

Thursday, December 21st, 2023 1:15 AM

Closed

Xfinity DVR playback on iPad and iPhone freezing

Problem for over a month . I’ve been using the xfinity streaming app and set recordings of my favorite shows to watch at my leisure on my iPad and iPhone . The show starts out fine but then it freezes a few minutes and the voices might continue but the picture just freezes, sometime the screen jumps, and then I can no longer watch the recording.This has been going on for more then over a month. It’s become very frustrating not being able to use this feature. It does not happen on my TV at home.  I’ve been a longtime customer (at least 30 years or more) rates are now going up again in January 2024. Why is this suddenly happening. I’m sure I’m not the only one ha these issues with playback. It’s been happening on the abc and nbc shows I normally DVR.

the only way I’m able to watch them is to go to the abc &  nbc networks . I have to sit thru all the commercials, which I normally get forward thru on the xfinity streaming DVR shows. I’m very disappointed as I always enjoyed knowing I could watch them wherever and whenever I had some free time. Xfinity, please look into this problem.

Official Employee

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452 Messages

7 months ago

@Baseball01 Thanks for posting and giving us a chance to assist. I checked and all is well with the service on third party devices. Glad to hear the TV is just fine, and you can enjoy all your content successfully. That means the recording itself is good, and there is hope! Tell us more about what happens, regarding when and what you're doing. Such as if you're traveling, or are you moving around the house when streaming? Does the same thing happen on a computer and going to tv.xfinity.com? 

1 Message

7 months ago

You are not alone! I too have experienced freezing streams (Netflix etc) and awful dvr playback such as black screen (sound only) or frozen screen when using the slider to advance in the stream. 

I’m using the latest app version. This is a newer problem with xfinity. Comcast; Fix it or lose a customer. Your service is terrible. 

Visitor

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4 Messages

I’m glad to hear I’m not alone with this issue. I called tech support and finally got a rep who said lots of calls were coming in with the same issue in my area. He said they were working on updating the xfinity app and it should be completed in 8 days… that was over a week ago! They also sent someone to the house.. waste of time … has nothing to do with the connections, modem or “signals”.. the service repair is completely separate from the “streaming issues.He advised me to try to reach out to tech support. He was not able to help me at all. Just tried to make sure all my devices were working correctly, and he also agreed there was a problem as he saw what was happening on my phone and iPad. The streaming on my TV works . 

I check my dvr recordings on my IPAD daily , but as of January 1st still have the same problem..I’m  paying for a service I can’t even use, & my bill is going up this month…streaming on IPAD and Phone freezing, no sound, or sound continues with frozen screen… take your pick ..it’s random what a mess.. I was supposed to also be compensated with a refund for the days this is continuing to happen.. at this rate… it’s been going on since November.So far ,I was issued a $30 credit… are they kidding me!And that’s not including the time I’ve been in the phone trying to reach someone who knows what’s going on. Completely ruins my day. I should really be credited for at least 3 months & if it’s not fixed soon.. I’m considering ending my service. What's  going on! Very disappointed ..I’ve been a customer for OVER 35 years & pay my bills as soon as they’re posted… shame on Xfinity..never had an issue with xfinity for more then a day or 2 that hasn’t been rectified… VERY DISAPPOINTED! 

Official Employee

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1.6K Messages

Hi, @user_ymeqf4. I am sorry to hear you are running into some trouble as well. I can see this has been frustrating, but I'll do my best to help. Can we get more details about the devices and current software version you are using? Also, any troubleshooting steps you've tried so far? 

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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4 Messages

I waited to respond because I gave up on trying to stream and record the shows I watch using the most current updated xfinity app. All attempts to delete, reinstall, send signals and everything else imaginable did not work. So yesterday I recorded the show I watch on my iPad and then watched it last night. It worked! I hope this continues. 
I still am requesting a credit for 2 months of NOT being able to use what I’ve been paying for. I’m a Diamond member (at least 35 years) the last tech support rep said he was requesting the highest amount credit for a Diamond member, however I have NOT been contacted regarding this. I received a small credit via a email notification from the 1st representative I spoke to when the problem occurred. Please advise me on how to proceed with a credit for the 2 months the the 2nd tech rep assured me I would receive. So far, I have not received any emails regarding this. 

Official Employee

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1.2K Messages

Hello Baseball01

Excited to hear that things are working! Please allow me to clear up some confusion on the Xfinity Rewards program as it relates to credits. Xfinity Rewards does not influence credits, there is no difference in the amount of credit we provide to someone regardless of tenure. Credits are only calculated based on the services you are paying versus the amount time you are unable to access that service. It would not be ethical business to offer more substantial credits to someone for the same issue based on tenure. Credit wise, it is a standardized process. I am sorry if you do not feel what you received was substantial enough based on your tenure. Diamond and Platinum level Xfinity Rewards is great! I have seen that qualify for movie tickets, gift cards and lots of other cool stuff! Credits to your service are not influenced or related to your Xfinity Rewards status and level. Those types of credits are only based on your time out of service. Thank you for the update and loyalty as a part of the Xfinity family.

 

https://www.xfinity.com/rewards

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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4 Messages

@Baseball01​ I have same issue with dvr recording playback on my iPad.  Used be primarily Big10 hockey games but now having same issue with CBS Sports Network hockey recording. Tried downloading the game and playing it on my IPad and still the video froze about 60 minutes into the game but the audio kept playing. Returned the download and tried it again but showed same problem. Show plays back fine on dvr

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