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Of course. Thank you for hanging in there, I know it has not been easy.
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My pleasure. Thank you all! I will keep you guys posted as further updates come through.
Hi again, thunderwalker. I saw your screenshot come through and you will need to sign in to be able to send me a private message. Once you do that, you should see the envelope icon.
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@mvyk wrote:
I just received a call from Comcast Tech Support. The tech re-booted my DVR and my modem. We logged in and out of Netflix and reset the app. No change, still stuttering like crazy. The tech told me they were not aware of a Netflix issue on their end and want to send out a technician to have a look. I agreed, but told her it was probably a waste of time. We'll see what happens tomorrow. BTW, Netflix is still running fine on my Samsung DVR and on streaming on my iMac.
do you mean your samsung TV that uses the beta Stream TV app?
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@thunderwalker wrote:
Well tried resetting betflix app and nothing still stuttering maybe even a bit worse now
is that set top box an X1 DVR version 4 (no clock on the front)?
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I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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@gahender wrote:
Hi Morgan,
How do we private message you? Is this the only way to resovle this issue? Tried contacting tech support through the multiple primary channels offered by Xfinity and they do not know about this issue or how to resolve it.
Thank you
you have to sign in the forum then click on the username. click the envelope for message this user.
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Hello everyone. We are well aware that the problem is only happening through your Netflix app on your X1 DVR only and not on other methods of streaming Netflix service. This is an ongoing investigation and it is no longer necessary to send me a private message or report that you're experiencing the issue as well. Tickets and service calls by technicians had previously been a necessary step in bringing awareness and exposure to this problem. That is how we got this far with it, we needed to gather enough information and we are at that point now. We know it is affecting a good amount of users on certain models of X1 DVR hubs. This is being looked at and replicated at a high level on our end, with our engineering team being involved. Please continue to be patient, as we are still working toward a fix for this. I will provide an update to you all here, once I receive additional information about this. Thank you.
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Your feedback is appreciated. I will be sure to pass it along. I will also continue to keep you all in the loop and update you along the way as I hear more about what you can expect next. Thank you.
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@thunderwalker wrote:
Okay it’s now 6 days into February. 3 months still no fix. This is an unprofessional and inexcusable delay in fixing a software issue that was created by Comcast. It took almost 3 months for Comcast to admit there was a problem. Will we be getting a prorated discount on our bill since Netflix is essentially unwatchable and for those of us who only have xfinity as a way to watch Netflix on our TVs what are we supposed to do?
did you already upgrade to an xg1v4 cable set top box (DVR)?
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I want to be clear that I/we have not promised any time for resolution on this. As you can see, it has been a work in progress. I have been transparent here with what steps I have personally taken to get this issue addressed and taken care of. I am included on an email chain that involves what is being done in our systems and behind the scenes with our partners in order to implement a fix. It includes a lot of jargon throughout the debugging and investigation process and there isn't much of it that pertains to our customers directly. Due to that, I am unable to provide an update to you all, until I receive further information that a customer-facing change is being made for this. Until then, I will continue to keep an eye out on our end and I will let you guys know once I have an additional update for you.
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@TerriB wrote:
I am holding my breath. We do not have the new box and have no real need for it. Don't want to lose our very long list of recordings by getting it JUST to stop the Netflix stutter when we still believe its NOT a box problem since it started all of a sudden when nothing else had changed and seems Comcast is working on a solution that does not include a box upgrade. So far we do not have any stuttering of any DVR recording and the very recent posts are the first I have heard of this. Holy Moley....if we start getting stuttering other than Netflix I will simply lose whats left of my Comcast user mind. We don't pay extra for Netflix and I would rather deal with the stutter or just not watch it at all if I have to get a new box and lose all my recordings but as I said I do not believe it the box thats the root cause. We did without Netflix for years and we use it mostly to watch past episodes of network shows for free.
by 'list of recordings' do you mean actual recordings on the hard drive? or the schedule/priority list (stored in the cloud not the set top box)?
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@TerriB wrote:
@mfrank1 wrote:
@TerriB wrote:
. Don't want to lose our very long list of recordings by getting it JUST to stop the Netflix stutter
You're right to be concerned, Terri. When this first started back in November, a tech came to my house and swapped my DVR box (non-4K for non-4K), assuring me my DVR recordings were kept "in the cloud" and would migrate to the new box. They didn't.
Yep.... some of them are in the cloud......BUT you cannot access them on a tv.....thank goodness I never believed that we could
X1 set top boxes do have access to cloud recordings. If the show is on a hard drive in the home, that version is used in-home. if the show is not on the hard drive, then the cloud DVR copy is used.
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@Galvin
It’s not all recordings that you have access to after a box swap, it’s the last 60 hours of recordings made.
It’s not all recordings that you have access to after a box swap, it’s the last 60 hours of recordings made.
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