A couple days ago, like some of the posts here, I started to getting a message that my DVR is experiencing issues with playback and redirected me to OnDemand. Like most people that record shows, I like to fastforward through the commercials. As everyone knows this option is not available with OnDemand.
So I called Xfinity support asking if they could help me troubleshoot the problem or exchange my DVR. They told me that they were aware of the problem and there was no timeline for a fix.
I felt it was more of a brush-off than a helpful fix. Has anyone else gotten a different answer from Xfinity?
Perhaps the poster is referring to an “outage” because Comcast support is telling customers that the problem is caused by an outage. You ought to bite your tongue rather than someone else’s head off when you have no idea what you’re sounding off about.
I recently noticed that DVR will not play back any show that is also on demand. Comcast is basically forcing you to watch commercials. If they don't switch this back, I plan on cancelling the service. It appears to be a scam where they make more money if you watch the shows that have commercials. For me the whole point of recording it is so I can skip over them. It saves quite a bit of time!!!
because of the outage not scheduling a home recording and the cloud version of the recording in some areas being corrupted playback presented the program requested via on-demand. nothing has changed. when the recording works in the home then you won't be sent to on-demand.
My situation is a bit different, the recordings which show on my DVR are not pulling from the cloud (where they are actually stored according to Comcast). Even after the phone call saying everything had been fixed when I went to my DVR program it showed the blue circle and an error message saying my program was not found and redirected me to CBS which won't let me fast forward through the commercials. The Comcast tier 2 technician says my box is somehow at fault so I have a techician coming out Tuesday. We'll see. For now I'm watching the old programs from before the issue started last Thursday. And they credited me $20.
So my network (ABC, NBC, etc.) recordings on Thursday and Sunday night after this issue was "fixed" are now recorded to t he cloud only, not local. My non-network recordings (Food Network, Discovery, etc.) are recorded locally. Anyone else seeing this? Is this a new SOP for Comcast, putting major show recordings on the cloud? Was the issue maybe caused by Comcast trying to make that change and screwing it up somehow?/
I am in Northern Virginia and so far have had all my DVR recordings 'back on track' and viewable the 'normal' way from the hard drive locally since late last week. I checked Sunday night CBS Madam Secretary and its ok. I am holding my breath that the cloud issue does not crop its ugly had back up here.
We all seem to have different days affected. Last Wednesday the 23rd was our bad day.
We all seem to have different days affected. Last Wednesday the 23rd was our bad day.
We are also having widespread issues with choppy DVR playback in Northern Virginia. It definitely seems to be a problem related to the push to save new recordings to the Cloud. It's gotten to the point where it's almost pointless to DVR a TV show because it's usually so choppy that Comcast just sends us to the On Demand. I hate to be cynical, but is this just to force us all to watch commercials? Our DVR is only about 2 yrs old and we never had issues until the new year. By the looks of this thread, this a major problem being experienced by alot of Comcast customers...
How odd that your programs would be choppy. Have you checked your speed at speedtest.xfinity.com? I'm betting 166 mb download speed on my tablet. You might need a technician to come out. Have you called customer service? In the Seattle area new programs are not going to CBS, but are being downloaded from the cloud. Our problems are resolved.
HUH? The DVR playback issues are on the TV and have nothing to do with the internet speed. The problem they were having was causing DVR recordings to only be available On Demand so not really sure what you are referring to.
I am also in N. Va and there was no choppy playback on DVR recordings at our house. The issue was that there was some kind of nationwide problem and there was no playback at all from the DVR hard drive recordings and instead the playback went to On Demand automatically but ours seems to be fixed now.....fingers crossed. FYI...the choppy/stutter was and still is on Netflix and there is another thread on here about that.
The programs you watch via your DVR are not actually on your DVR. The DVR is just the conduit for choosing them and connecting you to the cloud where they are stored. If they are choppy it could be a failure of your devices, wiring outside your house, or hardware. If you don't pay Comcast for internet service then it wouldn't help to run the speedtest, but I know that when my Roku device got old I got choppy programs and errors.
You are incorrect about where programs are stored. The cloud storage is a separate issue so that recordings can be accessed from devices other than the TV. We don't access anything on the cloud from a device as we always view recordings on the TV so any cloud issue is moot for my family. My recordings are stored on the hard drive in my DVR/ set top box and that is not my opinion...its a fact. I can't comment on the new boxes but I am 100% positve where mine are and if I swap out my box or it dies....poof.
I have internet/phone/tv/Mobile with Comcast but there is nothing to 'speed test ' on a TV. I do not have Roku or anything like that. The inabilitly to playback DVR recordings that 'forced' users to watch some recordings On Demand was a nationwide documented Comcast issue and there was a recording for a while when calling them.
The programs you watch via your DVR are not actually on your DVR. The DVR is just the conduit for choosing them and connecting you to the cloud where they are stored.
You are mistaken, all X1 (and Legacy)DVRs have a hard drive where the recordings are stored. The cloud has access to the last 60 hours recorded and is not a mirror copy of what’s on the DVR.
Andrew...thank you SO MUCH for that explanation to 'lacquer'. I had not seen your reply when I pushed back on what he said.
I had the comcast technician here yesterday and was on the phone with at least three techs over the outage time period (when the "recordings" were not playing, but reverting to non-fastforwardable content from CBS, ABC or wherever). They all said that all the programs now come from the "cloud" - which means a server somewhere. It is how you can access them from your phone, your tablet, or whatever else you may want to view them on. There may be a hard drive, but it is not in use any longer. During the outage of last week that connection to the server (cloud) where they were stored is what was broken. People with choppy recordings are getting them perhaps due to faulty wiring/equipment something on the pole - as I used to with my non-HD Roku box. I don't think that those of us with comcast internet would even need the legacy "DVR" box. I can go to my comcast account and schedule recordings. I think it is legacy for their internet users.
Lacquer.....That technician was 'full of it'. Just like ComcastAndrew confirmed.....recordings are on the box hard drive. The cloud allows you to access from other than you TV. What in the world do you mean that if we have Comcast internet we don't need the box? That makes no sense whatsoever. Sooooo......How do you schedule recordings using your account? The remote (from devices other than the TV DVR box) feature was disabled Nov 2017 due to a court challenge with TIVO and the only way to record/manage recordings is from the TV DVR. Not only do we know that from these forums but its all over the internet.
If you can still manage your recordings using your account and NOT the set top box I think we would all like to know how you do that.
I can go to my xfinity personal account page and schedule recordings. I don't need to use the remote to schedule them. I believe the version of "seal team" for instance I watched (and which had to come from CBS) is pulling from the cloud. Otherwise there would not have been an issue last week. My DVR was fine then and is fine now after the outage - it was never affected. Shows I've recorded are coming from the cloud in spite of the fact that the box is here in my living room. That was why there was the issue last week. This is what I was told by Tier 2 (two separate people) support and the technician who was actually at my house. And now my recordings are coming through fine from the cloud. I believe the box is redundant (but I have to pay $10 a month for it) since I have Comcast internet. If you lived in a household without an internet connection you would definitely need the DVR box to choose programs and manage them. Something like a firestick for Comcast would work to choose the programs on the TV or a Comcast channel on the firestick. As long as you have an internet connection. I live in a big city and I know they just upgraded the Comcast equipment on a cell tower very near my house.
What does the remote have to do this? When I said 'remote' I was referring to the remote recording app because thats how its been referred to since the function was done other than with the TV DVR. Sorry but unless you can detail step by step how you schedule recordings from your account I do not believe you since thats what was taken away. We can no longer manage recordings from computer/phone/tablet and its well documented....period. If you have a magic way to do it please share. I live just outside Wash DC speaking of a big city and new equip on a cell tower has ZERO to do with scheduling recordings. You cannot and I repeat cannot record or manage recordings from anything other than the physcial DVR . This feature was removed Nov 2017.
@CCAndrew @ComcastJessie please make it clear we cannot manage recordings other than from the DVR on set top box. This person just does not 'get it'.
Here is the first post about it on the long Comcast forum thread on this:
Here are some articles about what happened and there are lots more:
Are you sure you have a DVR? There are markets where you can record without having a physical DVR but only a secondary box (hence, the $10 charge and not $20).
Lacquer stated that there is a dvr in the home. I think there needs to be a definitive answer from you or Jessie on this. I tried to show him written proof from Comcast Forum and other sources but he/she insists that it can be done from the account page and I asked for detail steps. This is getting absurd
Also...my DVR service is included in my bundle so there is no separate charge shown for it at all
Well, it was better for a few weeks and now..... back to skipping. EXTREMELY IRRITATED! After all the drama I have been through since October.... with literally only ONE employee caring to fix things.... now this.... this is not acceptable. Not for what we pay. As a customer, I really don’t see much care for giving us the best service. One employee.... ONE listened and resolved an issue for me after multiple attempts over several months. And now.... this.... not happy.