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@Galvin wrote:
Only happens when I watch netflix on my xfinity box. If I watch it on my computer I get no stutter.
This just started happening a few days ago. I'd never get stutter watching netflix
I already reset the netflix app. Refreshed the box, turned the box off and on again.
do you have more than one set top box? if so, same issue on the other(s)?
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I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.
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Hi, Galvin. Thanks for posting and for letting us know what you've already done to try and solve this. Has anything physically changed at your premise recently, like moving the box to a different cable out? Have you checked your cable cord connections? Even the slightest adjustment can make a big difference. I imagine all of the other services work fine through the box, besides Netflix?
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There are a few potential contributing factors. We handle accounts all across the US and I checked our national board that we have and keep updated and it's not a known issue. Clearly you all are having problems with this box application, but what is causing it for one person isn't necessarily causing it for another person. For issues like this, we generally check premise signal strength, splitters, cable box firmware, things like that. It's generally not a hardware issue. How long has this been going on for everyone, about two weeks then?
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Galvin ~ I wouldn't recommend swapping out the box, as it's unlikely swapping hardware would fix this issue. You're welcome to send me a private message with your name so I can check your cable box firmware and view a few other diagnostics on this end.
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Hi, Lemingeric. Welcome and thanks for posting! If you have gone through basic troubleshooting and are still experiencing the trouble, please send me a private message with your name an best contact number. I'll check the signal strength of your cable box and possibly open up a request.
To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.
Thank you.
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@MattLawson wrote:
It seems I'm nowhere near the first person to have problems with stuttering video on Netflix in the past couple weeks. When can we expect a resolution?
Does this happen on all of your set top boxes? Do you have a DVR (XG1) or Companion XG2? does netflix work on them but not on an Xi3/XiD without the stuttering? do voice command 'about" and reply with the letters/numbers after "STB version" (just that line).
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@MattLawson wrote:
I pet much just watch on the dvr. STB version is MX011AN_3.2p6s1_prod_sey
do you have other set top boxes? do they do the same (if so)?
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Hi all.
The model/type of box is helpful to us, as RobertWy mentioned and also knowing whether or not you've already tried the process listed here: https://www.xfinity.com/support/articles/netflix-x1-app-frozen, even though we know that the app doesn't seem to be frozen in this particular case. You can also access www.netflix.com/HdToggle and make sure the Playback Setting is set to Auto - Default video quality and data usage or High - Best video quality. After making changes, exit the Netflix app and relaunch. Please be aware that if the Playback Setting is on Low or Medium, the quality will be degraded on the X1 box. A regular reset/power cycle of the box is always good measure as well.
If you've checked/tried the options listed above and continue to experience issues with this Netflix application, please send me a private message with your name so I can take a look at your account on this end and let you know what our options are.
To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.
Thank you.
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Hi there, Tooky61. When issues like this arise and it's not part of a declared/known issue that has been confirmed on our end, we often need to open requests (tickets) on each account. That can often help an issue of this nature be identified, pinpointed, and then addressed and resolved as a whole. It doesn't seem to be a hardware issue here, but it does seem to mostly be impacting DVR hubs - rather than the additional satellite boxes.
You're welcome to provide an update upon checking the service and then we can start the request process afterward, as needed. Thank you.
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