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cloud dvr playback skips

New Poster

cloud dvr playback skips

When I try watching DVR'd programs using the app of streaming website, the programs randomly skip ahead. This happens on every program I try to watch this way. It does not happen when I watch these same program straight from the DVR on my TV. It also has never happened prior to yesterday (I frequently stream my DVR'd shows while working). Any suggestions? I have tried logging out and in, killing the app and reloading, etc.

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Official Employee

Re: cloud dvr playback skips

Hello MrSarcastic. I can assist with the video skipping when using our Stream site. I would like to send an account level refresh. To get started, please send me a private message and include your full name, service address, and account number so I can access your account. 


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New Poster

Re: cloud dvr playback skips

i'm having the sae issue while attempting to watch a show recordedts morning it skips ahead 5 seconds every few seconds. 

Official Employee

Re: cloud dvr playback skips

 

Hi @xXWhackerXx. I can also assist you with the video skipping when using our Stream site. I would like to send an account level refresh. Please send me a private message and include your full name, service address, and account number so I can access your account. 


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New Poster

Re: cloud dvr playback skips

I’m still having this same issue. What can be done to fix it?!?!
New Poster

Re: cloud dvr playback skips

Im also having the same issue, how do I send you a private message with my info?
New Poster

Re: cloud dvr playback skips

I have the same issue constantly.  I just tried watching "The Kennedy's" on demand and couldn't get past the first couple minutes because of skips.  I've been having the problem for several months and reported it to support, but it's still happening.  

Expert

Re: cloud dvr playback skips


@mn_rose wrote:

I have the same issue constantly.  I just tried watching "The Kennedy's" on demand and couldn't get past the first couple minutes because of skips.  I've been having the problem for several months and reported it to support, but it's still happening.  


Comcast is reporting they have a national outage that primarily affects northeast states. no estimated time of repair has been issued.



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New Poster

Re: cloud dvr playback skips

I have had the same issue for months. Comcast came out and looked at the equipment, reset stuff remotely, still not fixed.

Official Employee

Re: cloud dvr playback skips

 

drdominee wrote: I have had the same issue for months. Comcast came out and looked at the equipment, reset stuff remotely, still not fixed.

 

Thank you for providing this information, I am currently providing all feedback to our engineering team so that this issue can be corrected for everyone that is impacted. I will update this thread once I hear back from them, thank you all for your patience. 


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Frequent Visitor

Re: cloud dvr playback skips

I'm having the same skipping issue.  I am a new xfinity costumer (started early February) and I've been having this issue from the beginning of my service contract.  I tried to send you my info in a PM but when I click "send message" the next page doesn't have any text boxes for me to type you a message.  Is there another way I can relay my info?

Frequent Visitor

Re: cloud dvr playback skips

I sent you a PM.  I just had to post in the forum before I could send a PM.

New Poster

Re: cloud dvr playback skips

Please add me to the list of people experiencing this error. For some more data points

 

1. The recording does not skip when viewing directly on the TV

2. The recording skips when I play it via the website, tv.xfinity.com

3. The recording skips when I stream a program and play it via the Xfinity mobile app

4. The recording skips after I "Download" it to the mobile device and play it locally or offline.

 

This is a recent issue and this did not happen for me a few months ago.

Expert

Re: cloud dvr playback skips


@Capt_Tiberius wrote:

Please add me to the list of people experiencing this error. For some more data points

 

1. The recording does not skip when viewing directly on the TV

2. The recording skips when I play it via the website, tv.xfinity.com

3. The recording skips when I stream a program and play it via the Xfinity mobile app

4. The recording skips after I "Download" it to the mobile device and play it locally or offline.

 

This is a recent issue and this did not happen for me a few months ago.


the problem is the cloud DVR's created recording in your 2-4 are all the same exact recording so you would expect a short recording to be short on any device that it is played back. The home DVR version is normal. One customer said they have been fixed, most won't write in the forum when the problem goes away. the engineers are working on the problem.



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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.
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New Poster

Re: cloud dvr playback skips

This problem is definetly NOT fixed

 

Frequent Visitor

Re: cloud dvr playback skips

I switched to Comcast back in February and I've had this issue with about 80% of you cloud DVR'd recording from day one.  The only solution I've been offered is to replace my home DVR equipment, but I haven't because I would lose all the shows that I have recorded and haven't watched.  I don't see how replacing my home DVR would fix the cloud DVR issue.  The recording on my home DVR are fine.

Expert

Re: cloud dvr playback skips


@Jnk0027 wrote:

I switched to Comcast back in February and I've had this issue with about 80% of you cloud DVR'd recording from day one.  The only solution I've been offered is to replace my home DVR equipment, but I haven't because I would lose all the shows that I have recorded and haven't watched.  I don't see how replacing my home DVR would fix the cloud DVR issue.  The recording on my home DVR are fine.


the home DVR equipment is not 'connected' to the separate Cloud DVR. Even if your electricity was off for days the cloud DVR continues to record as scheduled. the problem is with the cloud DVR servers and the playback of the short or glitched recordings will be the same on all devices. The home DVR's copy of the recording should be working fine for you. this is the 'standard' answer for short cloud recordings: 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.



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Frequent Visitor

Re: cloud dvr playback skips

That's what I suspected regarding home DVR and cloud DVR functionality.  I figured the service rep that I was speaking to didn't know how to fix my issue and wanted to pass me on to someone else.  You say there's a known issue that affects random customers for random amounts of time.  I've been experiencing this issue every since I signed up with comcast back in February.  Doesn't seem random but rather consistent.

New Poster

Re: cloud dvr playback skips

I have been having same the issue for weeks on end, doesn't feel random.  When I get home, I wonder whether or not I'll be able to watch TV tonight.  Nope...not tonight.  The service I completely pay for works roughly 40% of the time.

Expert

Re: cloud dvr playback skips


@JKellogg06 wrote:

I have been having same the issue for weeks on end, doesn't feel random.  When I get home, I wonder whether or not I'll be able to watch TV tonight.  Nope...not tonight.  The service I completely pay for works roughly 40% of the time.


playback on your home X1 equipment is ok, correct?



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