About mfrank1

@Pfrwatlans wrote: I could post a pic if you need it Thanks, Pfrwatlans, but not necessary.   Though not at all surprising, it is disappointing that Comcast staff haven't posted the version number and timestamp of the Netflix stutter fix. ... View more

Sorry, Pfrwatlans.  I see you said your stuttering problem was fixed.  But now I'm thoroughly confused. We have the same Release version and I still have the stuttering problem.  But our Timestamps are different.  Yours is April 27 (same as the previous poster who has 98.1.5).  Mine is April 23.  Can someone from Comcast please verify the release version that fixes the problem? ... View more

@Pfrwatlans wrote: Release Version: 98.1.2 STB Timestamp: Sat 27 Apr 2019 03.06.26 AM UTC Is that what you wanted mfrank1? Yes, thank you Pfrwatlans.  But does your Netflix still stutter?  I have Version 98.1.2 and still have the stutter.  Someone else posted 98.1.5 and indicated that version corrects the stuttering problem. ... View more

If you get a chance, would you please post the update release number and STB Timestamp from the Settings screen? ... View more

  @CCKenF wrote: mfrank1, did you see my message in PM earlier? I wanted to see if you got that call back from tech ops.    Ken Just replied back channel, Ken.  But the short answer is no, I'm afraid. ... View more

@Steven1224 wrote: The fix for Netflix stuttering got downloaded to my device and it now is working fine.  The Release Version is 98.1.5 with an STB Timestamp of 27 Apr 2019 03:07:03 AM UTC. Very interesting, Steven.  Thanks for posting this.  My Netflix is still stuttering.  I checked, and my Release Version is 98.1.2 with an STB Timestamp of April 23.  XRE Protocol Version 2.8.0 and Receiver Native Version of 3.6.0.   Perhaps others can post their info, noting whether their Netflix is still stuttering or not.  If Comcast staff is monitoring, maybe they can advise about the delay in rolling out this fix to all customers. ... View more

@ComcastAmira wrote: Hello all, we are still working to get the updates filtered out. In the meantime, we ask that you please allow us time to get them out to everyone who is still experiencing the stutter. We absolutely appreciate your patience and will reach out with any updates provided. Thank you! ComcastAmira--Would you please advise us of the firmware/update number of the Netflix stutter fix?  Thanks. ... View more

@Rustyben wrote: @Steven1224 wrote: Is there anything that I need to do, or any request that I need to make in order to receive the update that will resolve the Netflix stuttering effect? no, update happen all the time. use voice command 'about' to see xre and firmware version. the firmware version may differ a few days between some model numbers (example: xg1v4) Can anyone provide the firmware or update version that fixes the Netflix stuttering problem? ... View more

@ComcastMorgan wrote: Thanks for letting me know. The update has not been fully completed yet and is still in progress. Please allow another 7 days or so and then we can touch base again at that point to see if anything has changed. Still stuttering in NJ. ... View more

@ComcastMorgan wrote: Hello everyone. There was a fix that was expected to roll out a few days ago to all impacted X1 devices   Netflix continues to stutter on my DVR.  I don't use the mobile app and can't find a model number on the back, but the serial # is M11550TG0122   ... View more

@Steven1224 wrote: I am experiencing the same problem.  Tech came out and replaced the DVR box, but this resulted in no change.  Additional information:  When I stream Netflix on a non-DVR Comcast box, the DVR box exhibits the stuttering effect on recordings and Live TV.  So it appears that just by having the Netflix stream on the cable network connection within the house affects the X1 DVR box.  Perhaps the DVR is reacting to what it sees as some type of sync or command pulse in the Netflix stream. Sorry to hear you've joined the ranks of unhappy Xfinity customers.  If your box was replaced with a new X4 box and you continue to have stuttering, that would mean the problem is escalating, as previous X4 owners have reported good results.  If it was replaced with another older DVR box, don't expect a solution.  Xfinity clearly doesn't care about fixing the issue. ... View more

@RobertWy wrote: @mfrank1 wrote: I think it’s obvious by now that Comcast has no interest in solving the issue or is unable to do so, probably the former. I suspect part of  the problem is that the majority of Netflx users have no issues.  Have you tried the Netflix reset? https://www.xfinity.com/support/articles/netflix-x1-app-frozen Thanks for your input, Robert. I've reset EVERYTHING multiple times, replaced my box and had all my wiring checked and some of it replaced in three home visits.  Indications of an upcoming fix posted on this board have never come to fruition. ... View more

I think it’s obvious by now that Comcast has no interest in solving the issue or is unable to do so, probably the former. ... View more

@CCAndrew wrote: @Galvin It’s not all recordings that you have access to after a box swap, it’s the last 60 hours of recordings made. Sadly, some techs appear not to understand this.  I was assured  by the tech that all my DVR recordings would be recovered from the cloud after a box swap.  I wound up with no change in the Netflix stutter, and almost all of my DVR recordings gone.  I was worse off than I was before I called Comcast for help. ... View more

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. All I can tell you is that all but three of my DVR recordings migrated to the new box, amd my DVR was almost 90% full at the time of the swap.  I lost pretty much everything, despite promises to the contrary. ... View more

@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. ... View more

@Galvin wrote: Can try using this to get audio from hdmi with the 4k box.  I never used it so can't comment on it https://www.amazon.com/ViewHD-Extractor-Optical-Toslink-Converter/dp/B00KBHX072   Thanks Galvin.  Reviews on those adapters are mixed, but I would still need the RCA analog outputs for another piece of equipment.  The older Xfinity boxes have all the necessary ports.  Don't know why Xfinity does this.  When they rolled out their new Gateways, they eliminated two of the original 4 Ethernet ports, again reducing functionality. ... View more

@cb04 wrote: We had a service technician come out and he put in a 4K box and the stuttering is gone!!!   Unfortunately, Xfinity removed functionality when they developed the 4K box, leaving those of us who need a digital optical output and analog (RCA) outputs unable to use the 4K box.  But I'm happy the 4K box solved the problem for you.     ... View more

@RobertWy wrote: Hmm. https://help.netflix.com/en/node/9820?ba=SwiftypeResultClick&q=stutter " Help Center Search Results I'm getting choppy, stuttering, or distorted sound. If you get choppy, stuttering, or distorted sound when you try to watch Netflix, it typically points to a problem with the title you're trying to watch, or to a problem with your device. Follow the troubleshooting steps below to resolve the issue.   The Netflix stutter effects only the picture.  The sound is fine.   ... View more

@thunderwalker wrote: @ComcastMorgan so here we are almost 4 months of an admitted issue with Comcast and the stuttering Netflix app. So what is hold up? You said we would have resolution by end of January. Still no word so I see xfinity is actually not focused on customer support as the commercials have said. Will you please give us some sort of detailed response of exactly what the engineers are doing to fix this and an eta on the fix. We do not want another “we are aware of the issue and are working on it” we want a detailed explaination of what the situation is please. From recent phone contact with Comcast's "higher level" tech support team, it isn't at all clear that they are acknowledging the existence of the "Netflix stutter," much less have any clue about how to fix it. ... View more

@CBChase wrote: Burlington Vermont - same problem - for weeks, if not months now.  SUPER annoying.  Please let us know when you have this problem figured out.  Going to drop our Netflix-via-Comcaxfinity subscription if it's not fixed soon. Also SUPER annoying is the fact that rank and file Comcast techs have not been made aware of this forum or this problem.  I received a call from a "Level 2" tech responding to an old repair ticket to see if my Netflix stutter (which they insist on calling buffering) had been resolved.  When I said it wasn't, she wanted to go through basic troubleshooting steps that I've been through multiple times before and kept repeating there are no reports of outtage in my area, as though that had anything to do with it.   I was unable to get her interested enough to check this forum.  I wish the Comcast staff here would make the wider Comcast workforce aware of the nature of the problem problem. ... View more

@ComcastMorgan wrote: Hello again everyone. I just wanted to provide an update, as this has been a continued investigation for a couple months now. I now have a separate incident request created for this and it's being looked at and monitored at a high level as we speak. For those of you who have already sent me private messages, great. That helped a lot with gathering enough info and getting enough examples of this problem. For those of you that haven't sent me a PM and are still experiencing this problem, additional private messages are no longer needed at this time. Once I have an additional update for you guys regarding this fix (beyond the swap to a 4K box) I will post another update here. Thank you all very much.  Thanks for keeping us posted. ... View more

@ComcastMorgan wrote: Hi everyone. The current fix that is in place for the Netflix app issue is still to swap the existing DVR out for a 4K box, so long as it is fitting for you with any 3rd party audio equipment that you may have. This is something you will need to private message me for, including your name in the private message. Please do not go into your local store to do this, they may not have the appropriate equipment on inventory. Please be aware, that fix is only for those who are experiencing a Netflix stutter on the X1 box Netflix app only. For those of you experiencing other service problems outside of the X1 Netflix app issue on the DVR specifically, there is going to be a different course of action for you. In that case, please create your own post instead of replying in this thread. We will assist you accordingly from there. Thank you.    I guess that leaves those of us who cannot make use of the 4K box out of luck, is that correct?  How unfortunate that Comcast decided to limit the functionality of their 4K boxes, specifically by removing the digital optical audio port many of us need. ... View more

@TrentonK23 wrote: Hello. We have the Netflix Stutter. We’ve had it for a couple months. Does the best action seem to be rebooting the DVR? Or should we replace the box? Thanks! Rebooting is not likely to solve the problem.  Replacing your box with a 4K box seems to be the answer.  If you already have a 4K box, you may want to try a replacement.  Don't count on anyone from Comcast understanding the true nature of the problem. ... View more

  @mvyk wrote: No, it just as the two HDMI ports. It doesn't have the digital optical or RCA ports like the older boxes. That is the reason I returned it to Comcast.   Thanks.  Isn't it just like Comcast to reduce functionality in their "updated" boxes.   ... View more

@mvyk wrote: Comcast sent me a new 4K box, but it only has 2 HDMI ports. My system is older and I need the additional outputs for my sound bar as well. Needless to say, the 4K box went back to Comcast and I'm watching Netflix on my Samsung Blu-ray. Do you recall if the 4K box also had analog audio/video outputs (RCA cables) like the old DVR boxes?  I use those outputs, as well. ... View more

The reviews I read regarding these adapters are mixed, with some people unable to get 5.1 consistently out of them. ... View more

@eeemoney wrote: I also swapped boxes to the 4K and no longer have the issue.   Unfortunately, Xfinity, in its infinite wisdom, eliminated the digital optical out port on its 4K boxes. That's the port I use to connect to my Sonos Playbar.  And am I correct that they eliminated the clock, as well?  Why reduce functionality in newer equipment?   ... View more

First World problem, indeed.  But paid for by quite a bit of First World money every month.  Certainly enough to expect some better attention to the issue than we've been getting. ... View more

Even though there is no news about a fix, I'm sure we'd all be interested in learning more about ComcastMorgan's reported meeting with the Netflix team.  Do they acknowlege there is a problem?  Is anyone working on this?  Or do they persist in the fiction that each person's stutter issue is unique to their own location and equipment, as opposed to being a broader network issue?  ... View more

I will personally be in contact with the Netflix team next week discussing this issue and coming up with a plan on the fix.   Eagerly awaiting news of the "plan for the fix" promised by ComcastMorgan on Jan 10. ... View more

  @Tooky61 wrote: All I know is that I got a call yesterday after Morgan put a ticket in for me a couple of weeks ago.  The lady from Comcast said they were aware that there was an issue with Netflix on original X1 boxes like I have and that a fix was coming by the end of January.  She also said I would get a call once that fix had been pushed out.  She also offered to replace my box now if I so choose.   I asked ComcastMorgan if he knew anything out the fix you were promised.  His reply:   I have not heard of or been given information on any specific repair for that coming down the pipeline, at this time.    ... View more

@Tooky61 wrote: I will let you guys know. Thanks, Tooky61.  But as I've said previously, I think the fact that a fix hasn't been confirmed here by ComcastMorgan or Che makes it less likely to be true. ... View more

It would be more reassuring if this could be confirmed here by ComcastMorgan or Che.  I'm sure if it was true, they would know about it. ... View more

ComcastMorgan:  Unless I missed one, the only response you sent was to indicate you've requested further investigation (presumably on your end), but I've heard nothing since. ... View more

Be cautious about box swapping.  When the Netflix problem started Comcast swapped out my box after assuring me my DVR recordings would sync and be preserved.  I had an 85% full DVR on the old box; only 5% of the recordings survived to the second.   Also, I'm told the 4K box eliminated the optical audio port.  My Sonos Playbar requires that port since my TV doesn't pass through the optical audio.  I need another solution. ... View more

I sent a private message to ComcastMorgan awile ago.   Still waiting to hear what an investigation uncovered. ... View more

Just discovered this thread after a Google search for Netflix Stutter.  I'm in New Jersey and have been having the same problem for several weeks.  Had techs out to the house 3 separate times, to no avail.  Moreover, none had heard of the problem.  Apparently, they don't check this forum or Comcast employees on this forum don't pass along the information where it could be disseminated properly.  The first tech swapped out my DVR box (the only one with the stutter), which left me worse off than before.  My DVR was 85% full or programming and, despite assurances it could all be retrieved from the cloud, only 5% came back.  I can't use a box without optical audio output due to my Sonos soundbar setup.  Took me three home visits to get a supervisor out as I requested, but he was of no help, either.  I've done all the usual troubleshooting steps, and the techs even replaced every cable and connection.  Very frustrating. ... View more