Community Forum

Only getting partial episodes for some shows

New Poster

Only getting partial episodes for some shows

I've started having issues with going to watch a show I recorded using the Xfinity streaming app on my iPhone but it shows only part of the show recorded, like 15-20 min. So then I would go to the On Demand section to try and watch it from there but same thing is showing. But if I go home and pull up the recorded show on my DVR then I can access the entire show. It's not happing with all shows. I've had it happen with Blacklist and Designated Survivor. So frustrating.
Official Employee

Re: Only getting partial episodes for some shows


Ludwicks_00 wrote:
I've started having issues with going to watch a show I recorded using the Xfinity streaming app on my iPhone but it shows only part of the show recorded, like 15-20 min. So then I would go to the On Demand section to try and watch it from there but same thing is showing. But if I go home and pull up the recorded show on my DVR then I can access the entire show. It's not happing with all shows. I've had it happen with Blacklist and Designated Survivor. So frustrating.

Sorry for the frustrating experience. It sounds like your Cloud DVR recordings are getting truncated which can happen if there is a failure due to capacity or other issues at the time of recording (cDVR recordings are separate from those on your physical DVR).

 

When you go to On Demand and click "Watch" the app and website will automatically select the Cloud DVR recording if there is one. You can turn this off in settings (looks like a gear icon) under "Chose best option to watch".  That will then allow you to select from the various formats available for the program in On Demand (HD, SD, in-home only, TV Go, and etc.).

 

-ComcastDan

Expert

Re: Only getting partial episodes for some shows


ComcastDan wrote:

Ludwicks_00 wrote:
I've started having issues with going to watch a show I recorded using the Xfinity streaming app on my iPhone but it shows only part of the show recorded, like 15-20 min. So then I would go to the On Demand section to try and watch it from there but same thing is showing. But if I go home and pull up the recorded show on my DVR then I can access the entire show. It's not happing with all shows. I've had it happen with Blacklist and Designated Survivor. So frustrating.

Sorry for the frustrating experience. It sounds like your Cloud DVR recordings are getting truncated which can happen if there is a failure due to capacity or other issues at the time of recording (cDVR recordings are separate from those on your physical DVR).

 

When you go to On Demand and click "Watch" the app and website will automatically select the Cloud DVR recording if there is one. You can turn this off in settings (looks like a gear icon) under "Chose best option to watch".  That will then allow you to select from the various formats available for the program in On Demand (HD, SD, in-home only, TV Go, and etc.).

 

-ComcastDan


@ComcastDan I don't seem to have that setting. could you give the full path to the menu item? 

 

adding.. don't let the length of on-demand recordings lead you to believe that not all of it recorded. On-demand on Comcast doesn't have the correct 'meta-data' (entered wrong by Comcast when on-demand asset is added to the system). Comcast will take (hour show example) the 41 or 42 minutes shown go the normal hour by adding/inserting commercials. 


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here.
Official Employee

Re: Only getting partial episodes for some shows


Rustyben wrote:

ComcastDan wrote:

Ludwicks_00 wrote:
I've started having issues with going to watch a show I recorded using the Xfinity streaming app on my iPhone but it shows only part of the show recorded, like 15-20 min. So then I would go to the On Demand section to try and watch it from there but same thing is showing. But if I go home and pull up the recorded show on my DVR then I can access the entire show. It's not happing with all shows. I've had it happen with Blacklist and Designated Survivor. So frustrating.

Sorry for the frustrating experience. It sounds like your Cloud DVR recordings are getting truncated which can happen if there is a failure due to capacity or other issues at the time of recording (cDVR recordings are separate from those on your physical DVR).

 

When you go to On Demand and click "Watch" the app and website will automatically select the Cloud DVR recording if there is one. You can turn this off in settings (looks like a gear icon) under "Chose best option to watch".  That will then allow you to select from the various formats available for the program in On Demand (HD, SD, in-home only, TV Go, and etc.).

 

-ComcastDan


@ComcastDan I don't seem to have that setting. could you give the full path to the menu item? 

 

adding.. don't let the length of on-demand recordings lead you to believe that not all of it recorded. On-demand on Comcast doesn't have the correct 'meta-data' (entered wrong by Comcast when on-demand asset is added to the system). Comcast will take (hour show example) the 41 or 42 minutes shown go the normal hour by adding/inserting commercials. 


Here's the web link to that option: 

https://tv.xfinity.com/settings/playback-preferences

 

 

Expert

Re: Only getting partial episodes for some shows


ComcastDan wrote:

Rustyben wrote:

ComcastDan wrote:

Ludwicks_00 wrote:
I've started having issues with going to watch a show I recorded using the Xfinity streaming app on my iPhone but it shows only part of the show recorded, like 15-20 min. So then I would go to the On Demand section to try and watch it from there but same thing is showing. But if I go home and pull up the recorded show on my DVR then I can access the entire show. It's not happing with all shows. I've had it happen with Blacklist and Designated Survivor. So frustrating.

Sorry for the frustrating experience. It sounds like your Cloud DVR recordings are getting truncated which can happen if there is a failure due to capacity or other issues at the time of recording (cDVR recordings are separate from those on your physical DVR).

 

When you go to On Demand and click "Watch" the app and website will automatically select the Cloud DVR recording if there is one. You can turn this off in settings (looks like a gear icon) under "Chose best option to watch".  That will then allow you to select from the various formats available for the program in On Demand (HD, SD, in-home only, TV Go, and etc.).

 

-ComcastDan


@ComcastDan I don't seem to have that setting. could you give the full path to the menu item? 

 

adding.. don't let the length of on-demand recordings lead you to believe that not all of it recorded. On-demand on Comcast doesn't have the correct 'meta-data' (entered wrong by Comcast when on-demand asset is added to the system). Comcast will take (hour show example) the 41 or 42 minutes shown go the normal hour by adding/inserting commercials. 


Here's the web link to that option: 

https://tv.xfinity.com/settings/playback-preferences 


ty for the reply, I realize now I was thinking of the set top box menu system. 


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here.
New Poster

Re: Only getting partial episodes for some shows

My app is already set to choose the best available recording yet I continue to have the problem with only partial episodes being available through the app. My cloud usage is only 75% right now, which is higher than normal so it can’t be about space, and the full episode is available through the DVR so the recording was not interrupted. Any other advice? Thanks.
Expert

Re: Only getting partial episodes for some shows


@rbloom03 wrote:
My app is already set to choose the best available recording yet I continue to have the problem with only partial episodes being available through the app. My cloud usage is only 75% right now, which is higher than normal so it can’t be about space, and the full episode is available through the DVR so the recording was not interrupted. Any other advice? Thanks.

there is a known issue that affects random customers for random amounts of time. It appears that during peak times some servers are at over capacity for programs to be recorded. The errors cause the servers to move customers around to less 'full' servers over time.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here.