Just got a call from teir 3 support. Kind of odd that they'd call at 6:30 on a Sunday night but whatever. So he was given my conversation with tech support and wanted to reach out since tech support had zero clue what they were talking about. The good news is they have been aware of the issue since December. The bad news is he openly admitted that at this time the engineers have zero clue whats causing it. They have been trouble shooting it for going on 5 months and to this day they do not have any idea why its erroring out. Whats making it worse is somedays it will work and some it wont so they cant even get a consistent reading on the services. They thought maybe it was being overloaded but apparently found that wasnt the case. The guy was really nice and honest about the whole thing but very bluntly said "there is no end to this in sight and if you're relying on this service to stay with us you may be better off checking into another provider". He says he's keeping the ticket open so that when he gets more information he can contact me but at this time streaming outside of the home is not going to function properly. Inside the home works much more often but it too has issues occasionally.
Honestly this is not what I wanted to hear because the only other options are switch to another provider and run the slingbox I have or buy another slingbox that will connect to hdmi. My current one is composite and component only. I refuse to go back to Dish and despise Directv so that leaves me W.O.W. and Uverse.
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And here's what should be the final portion of our conversation. Comcast: I can understand the frustration; however, to move this forward the signals need to be within a certain spec. They are currently not where they need to be. My advanced repair team will escalate further if the issue persists after signal adjustment. -OR Me: My signals are in spec, the tech that was here verified that. Also then can you explain why hundreds of others across the country are getting the exact same error? We all have out of spec signals? This cannot be a serious answer. So no thank you, I've already called to schedule a service installation from another company and forwarded this conversation onto your support forums to show the rest of those having trouble that this will not be fixed and the explanations are absolutely absurd from the "advanced repair team". Until Comcast realizes there is a problem on their end then people are going to continue getting this kind of service. I for one will pass.
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I've been dealing with customer service e through Twitter for 3 weeks now and after providing a ton of info this is how they have chose to address the issue. Take it for what you will but I'm done. These idiots have zero clue what they're doing. I'm posting on my phone and don't see how to upload the screenshot but here's the text. Comcast: My advanced repair team has suggested we schedule a tech to correct some signal issues. Would you like me to schedule that for you? -OR Me: Again, I have had a tech out and my signals are fine and I was charged for the unnecessary visit. If I'm streaming cloud DVR from a remote location and this happens everywhere it's tried then what exactly do they expect ANOTHER tech visit will accomplish when my house isn't part of the equation what so ever? How also would they like to explain the rest of the people on your forums having the exact same issue for the past 3-4 months? The fact that the "advanced repair team" has suggested this further confirms my assumption that this will not be fixed anytime soon and seeing as it's literally the only reason I'm still a customer, it's time to find another cable provider. I'm absolutely dumbfounded that a repair team would request another tech visit on a problem that is solely a result of a server side issue.
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For anyone looking for a resolution to this, dont hold your breathe. This is a conversation with Comcast support and based on this, they arent even acknowledging theres an issue and just want to send out technicians that come with a nice service fee.
I am researching the error at this time. Does it happen when you use the streaming app on your mobile or tablet? - DS
49m 48 minutes ago
iOS, Android and PC
46m 46 minutes ago Sent
What happens when you see this error? - DS
42m 41 minutes ago
DVR recording don't play. The error cuts the feed.
41m 41 minutes ago Sent
Does this happen with all recordings? - DS
39m 38 minutes ago
Yes. There's multiple threads on your support forums about it.
36m 35 minutes ago Sent
I was able to find this on one of the threads pertaining to this error: That error indicates that you may be connected to a 3rd party DNS service, which may cause the TV portal to work incorrectly. Follow these links to ensure your Internet settings are configured to automatically connect to our DNS servers. http:// customer.xfinity.com/help-and-suppo rt/internet/configure-xfinity-internet-windows-connection- … ... http:// customer.xfinity.com/help-and-suppo rt/internet/configure-mac-osx-connection-settings/ … Have you followed those links before? - DS
25m 24 minutes ago
Yes and later you see that was debunked and confirmed to be a Comcast server side issue.
16m 16 minutes ago Sent
Am I right to assume that this issue wont be addressed anytime soon based on it not being a widely known issue within Comcast? They only person to acknowledge the problem was a Comcast rep on the support forums. Its disappointing that this has been going on for 3 months and theres no mention of it anywhere even though its affecting everyone trying to access the cloud DVR service.
11m 10 minutes ago Sent
I do understand the inconvenience you’ve faced, I would like to help resolve this matter. Thanks for the additional information. I would like to schedule a technician to look into this matter for you. Would this be okay to do? - MH
8m 7 minutes ago
Ive already had a technician out to the house and was charged a service fee for doing so. This is not an issue on my end so I wont be doing that again. This is an issue with the Cloud DVR service on Comcasts server side that has been happening across the country for months as seen on the support forums. I do not want to switch providers but Im paying for a service that isnt functional and based on this conversation has no fix being worked on. Does tech support not recognize this issue or have any information on whats being done to resolve it?
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2m 2 minutes ago Sent
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This thread started in December of last year and to date they still havent fixed it, acknowledged it, or even offered any compensation for it. The streaming aspect of Comcast is an utter disaster and should no longer be a "feature" of their service. Between this and the corrupted cloud dvr recording, the service is non-existant. If people require the streaming portion, you're better off looking into either another service provider or purchasing a sling box. Personally Im thinking its time to choose another provider.
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This cloud dvr system was rolled out entirely too soon. This thing has been nothing but problems and its getting worse. Getting the same error here for the past few weeks shortly after they fixed the corrupted recordings problem.
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