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Comcast Motorola DVR fast forward problem

Contributor

Comcast Motorola DVR fast forward problem

After reading the xfinity forum posting describing similar problems (http://forums.xfinity.com/t5/X1/Re-DVR-Fast-Forward-Skips-to-End-of-Program/td-p/2455307), I write to ask if there is a fix for erratic movement of the DVR program when fast forwarding, i.e, instead of moving 1 minutes every 10 seconds, fast forward jumps 5 or more minutes or to the end of the broadcast as if moves forward. This problem has been a long-standing issue with my DVR and is very troublesome.

 

Thank you for your assistance.

New Poster

Re: Comcast Motorola DVR fast forward problem

I have gone from having precise control of my Comcast DVRs for years to suddenly (a few months ago) no longer having any real control when fast forwarding. When using FF2 it jumps ahead random durations (7 minutes, 13 minutes, 46 minutes, all the way to the end of the recording, pick a number - it's not a consistent jump).  Not surprisingly, the jumps occur most often when the FF is running through commercials.  Same thing happens when rewinding trying to get back to where I was trying to fast foward to.  FF1 is also a problem - nowadays FF1 is super slow and about equal to just staying on Play.  This has happened on DVRs which used to work fine and now I don't have FF/REW control.  How does that happen?  It feels like Comcast has purposely degraded the service in order to try to get me to abandon my 4 DVRs in favor of X1.  It makes no sense that the technology which used to be flawlessly precise, but is now so poor I'm ready to cut the cord.  Is this happening to anyone else?  Is there a fix or is this purposeful service degradation by Comcast to try to force you to watch commercials or transition to X1 or what?

Silver Problem Solver

Re: Comcast Motorola DVR fast forward problem

The root cause is probably the MPEG4 upgrade that Comcast recently went through. The boxes seem to have a problem trying to figure out the timecodes when jumping in the much more compressed data. I have my non-Comcast universal remote configured to send the 30-second skip code, so rarely use FF. I have noticed issues with the 15-sec review, where it sometimes does not back up 15 seconds at all, but just the last 1-2 seconds.

 

I don't know if this is unique to the iGuide (non-X1), or if X1 also suffers from this.

New Poster

Re: Comcast Motorola DVR fast forward problem

Thanks Andy.  Can you tell me which non-Comcast remote you use and how to program the 30-second FF/skip?

Silver Problem Solver

Re: Comcast Motorola DVR fast forward problem

There are many universal remotes. The one I have is no longer available (RCA RCRP05, and was updated through it's JP1 interface. That said, out of the box, it does have the skip code already programmed onto a key. The skip only works with Motorola boxes when you use the older Motorola code set, Newer Motorola boxes support both the old Motorola codes and a newer code used by all Comcast boxes that does NOT have a skip code. I believe X1 allows you to set the PageUp to either skip 5 minutes or 30 seconds. It's not a remote code, but how the box interprets the code.

New Poster

Re: Comcast Motorola DVR fast forward problem

andyross, Thanks for all your posts.  I have seen you respond to a couple of posts that concern me.  If Comcast is not paying you, they should be.  You seem to have a better grasp on the issues than Comcast Technical Support.   I will ask the question up front and then provide some context:  Will a new DVR fix the FF skipping or is the problem Comcast is having issues with MPEG4 transmission, regardless of equipment or whether X1 or not??

 

I have called twice with FF problems.  Sports channels (hockey on NSCHH and Golf Channel) are particularly frustrating == trying to fast forward through commercials is not smooth == will jump forward 2, 4, 8, whatever minutes.

 

Both times the Comcast Tech sent an update, signal to my home box and was convinced this would fix the problem.  Nah.

 

 I have an older box (has "Comcast" on the front with Motorla "M").  Both times I called Comcast they said I was recording and playing back on the cloud (which would make the FF skipping  less likely?).  Actually, my account is AVAILABLE to record on the cloud but later learned will NOT use cloud because my DVR is too old.  Therefore I am recording and playing back on the local DVR box.

 

I am contemplating getting a new DVR box which would then record/play back on the cloud.  Of course I would loose anything that was previously recorded.  But if I get a new DVR, would that upgrade my service to X1 (that's what my contract shows)?  And would recording/playing back on X1/cloud remove ff problems?  Or are FF problems unrelated to equipment?  Thanks in advance. 

 

Comcast support, pay attention.

Valued Contributor

Re: Comcast Motorola DVR fast forward problem

"..trying to fast forward through commercials is not smooth == will jump forward 2, 4, 8, whatever minutes." I've been having the same problem for at least a year. It's become impossible to stop at the place I want it to stop. It will start fast forwarding normally for a few seconds then RACE way ahead of where I want to stop. And sometimes completely to the end of the program. So what's the deal Comcast? Honestly. (be honest) Why does this happen and what is the solution? I pay a lot for these services. I'd like to get what I'm paying for. I always feel left to fend for myself when I have issues. VERY frustrating.
New Poster

Re: Comcast Motorola DVR fast forward problem

Get the new X1 DVR box.  I struggled with erratic fast forward for years with the old Motorola DVR box.  Unfortunately you may lose all your recordings on the old Motorola DVR as Comcast store will swap physical equipment (and any recordings on the Motorola will be lost).  But it was worth it.  I haven't had any issues with the new X1 DVR and the picture (broadcast) is also much better w/X1 box.  Box swap at Comcast store was smooth/no issue. 

Valued Contributor

Re: Comcast Motorola DVR fast forward problem


@BrianM4 wrote:

Get the new X1 DVR box.  I struggled with erratic fast forward for years with the old Motorola DVR box.  Unfortunately you may lose all your recordings on the old Motorola DVR as Comcast store will swap physical equipment (and any recordings on the Motorola will be lost).  But it was worth it.  I haven't had any issues with the new X1 DVR and the picture (broadcast) is also much better w/X1 box.  Box swap at Comcast store was smooth/no issue. 


I'll look into that. I don't know if an X1 box costs more per month or what the deal is, but this is driving me nuts. I like the package I have. I don't want to change it. I just want a DVR that functions like it's supposed to. Right now I have the Comcast/Motorola Model RNG200N. This has me curious how many others have experienced this issue like we have. Anyway, thanks for the reply. It's appreciated.
Official Employee

Re: Comcast Motorola DVR fast forward problem

Hi All, 

 

Thanks for taking the time to post about your fast forward issues on the DVR equipment. I'd be happy to look into this further. I do encourage everyone to look into the X1 experience. It's pretty awesome! There is even a new feature that has an auto stop parameter so when you are fast-forwarding through commercials on select networks, the X1 DVR automatically plays the program at the end of the commercial. All hands-free! Definitely one of my favorite new features. I do understand wanting to keep your current recordings so I get why upgrading to X1 might be a concern for folks here. Please send me a private message with your full name so we can investigate this. 

 

Ken


I am an Official Comcast Employee.
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New Poster

Re: Comcast Motorola DVR fast forward problem

When I want to fast forward during a recorded program, the dvr will not stop in a timely manner - it will skip several seconds/minute before the play resumes.  I believe this is an inherent issue with the Motorola DVRs, as I have replaced these 3 times, with no resolution to this problem.  I can't really upgrade to the new dvr, as our other dvr has a whole library of recordings that we just can't lose at this time.

New Poster

Re: Comcast Motorola DVR fast forward problem

That's the rub.  Find a good time (when you have fewer hours on the Motorola).  And trade it in for a newer X1 DVR.  The old Motorola only records to the DVR box.  So when you trade it, all your older recordings will be gone.  The new DVR is a much better experience.  No FF problems. Plus it records to the cloud. (So you won't have this issue again if you need to swap equipment again).

Silver Problem Solver

Re: Comcast Motorola DVR fast forward problem

With X1, cloud/DVR recordings can be confusing. Comast is pushing boxes that have no hard drive and are pure cloud. For the normal DVR charge, they offer 60 hours, even though the physical drive can often hold much more. The 'cloud' will only hold the latest 60 hours. Also, if you look in the X1 forums, there have been lots of issues lately with recordings disappearing, or old ones re-appearing. And even if you have a physical DVR, some recordings seem to default to the cloud, or even OnDemand.

Official Employee

Re: Comcast Motorola DVR fast forward problem

With X1, cloud/DVR recordings can be confusing. Comast is pushing boxes that have no hard drive and are pure cloud. For the normal DVR charge, they offer 60 hours, even though the physical drive can often hold much more. The 'cloud' will only hold the latest 60 hours. Also, if you look in the X1 forums, there have been lots of issues lately with recordings disappearing, or old ones re-appearing. And even if you have a physical DVR, some recordings seem to default to the cloud, or even OnDemand.

andyross, thanks for posting to the forums. What you are describing are issues some customers have described on the forums that we are working to resolve. The main issue with recordings disappeared affected a few customers due to a bug in the firmware code. That has been resolved. When the DVR functions as it should, the latest 60 hours store to the cloud while the main DVR can hold up to 500GB of recorded data. We do offer "DVR lite" services, especially for customers who do not own a physical DVR capable of storing internal data. In that case, they store their recorded content solely on the cloud. 

 

Ken


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Was your question answered? Mark the post as Best Answer!