Xfinity Stream Instant TV DVR errors

[maxerdoo]

We are on Internet + Instant TV plan, which provides mostly local channels, using the app on a Roku 3800 Streaming Stick.

For months we have been experiencing cloud DVR playback issues, which we have discussed with tech support on multiple occassions. We record the CBS Evening News and NBC Nightly News and three errors show up consistently during playback ...

1) During the first playback streaming will start and then stop approx six times in the first few minutes. When the program is interrupted we see only a channel logo (e.g., NBC) and some rotating dots

2) Also during the first playback, the first use of forward (>) results in reverse (<). Subsequent uses of forward work properly.

3) Also during the first playback the program will stop before the end and display the Delete dialog box. However, playback can proceed to the end of the recorded program by starting over.

I had a chat session with tech support on 25 July, whereupon I was redirected to advanced tech support. I was given a ticket number (CR858339233), but was told the online tools to solve our issues were not operating. I gave my phone number as was told I would receive a call with a progress report. Instead someone from Comcast call my wife who had no idea what was going on. I had another chat session on 4 August (with Pawan, I believe), who indicated he would fix the issues right then. Instead he indicated that he could ping my Roku but couldn't do more because he had only "limited access" to our file. He said someone from Comcast would call to address the issue. Five minutes later I received a call but the individual had no idea what our technical issues were. I gave that caller the ticket number, waited fifteen minutes and the call disconnected. 

Is there any way to solve these issues ?

[Rustyben]

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@maxerdoo wrote:

We are on Internet + Instant TV plan, which provides mostly local channels, using the app on a Roku 3800 Streaming Stick.

For months we have been experiencing cloud DVR playback issues, which we have discussed with tech support on multiple occassions. We record the CBS Evening News and NBC Nightly News and three errors show up consistently during playback ...

1) During the first playback streaming will start and then stop approx six times in the first few minutes. When the program is interrupted we see only a channel logo (e.g., NBC) and some rotating dots

2) Also during the first playback, the first use of forward (>) results in reverse (<). Subsequent uses of forward work properly.

3) Also during the first playback the program will stop before the end and display the Delete dialog box. However, playback can proceed to the end of the recorded program by starting over.

I had a chat session with tech support on 25 July, whereupon I was redirected to advanced tech support. I was given a ticket number (CR858339233), but was told the online tools to solve our issues were not operating. I gave my phone number as was told I would receive a call with a progress report. Instead someone from Comcast call my wife who had no idea what was going on. I had another chat session on 4 August (with Pawan, I believe), who indicated he would fix the issues right then. Instead he indicated that he could ping my Roku but couldn't do more because he had only "limited access" to our file. He said someone from Comcast would call to address the issue. Five minutes later I received a call but the individual had no idea what our technical issues were. I gave that caller the ticket number, waited fifteen minutes and the call disconnected. 

Is there any way to solve these issues ?

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did you try using a smart phone/tablet/chromebook (different device) to see if the problem exists in the same way across devices?