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user_63b4s9
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Saturday, December 21st, 2024 5:37 AM

DVR click forward will jump to the beginning of the recording

I've having the same problem as here: https://forums.xfinity.com/conversations/x1/dvr-jumps-back-to-beginning-of-recording/65ada133ed17eb490b57132a and https://forums.xfinity.com/conversations/x1/dvr-click-forward-will-jump-to-the-beginning-of-the-recording-corrected/6551773920a91817c99111c9. Note that there are literally over 1,000 people who are following that thread. They want the problem fixed. It is terrible. It makes the product you sell unusable. I never had this problem with TiVo and now you don't support TiVo. It is like you are begging us to try a different service.

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XfinityBillie

Official Employee

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3K Messages

26 days ago

 

user_63b4s9 Thank you for taking the time to reach out to us here on our Xfinity Forums. I can definitely understand how frustrating having a show go all the way back to the beginning. Just to confirm, you are clicking the fast forward button, are you only clicking on it once? Can you provide any troubleshooting steps that you have tried? 

 

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user_63b4s9

10 Messages

Yes, the fast forward button and only the fast forward button. The DVR will pause for a second then instead of going forward it will jump to the very beginning. I've tried restarting the DVR. I should note the DVR is very new. It was doing this from almost the very beginning. I could try a new DVR but based on other reports I don't the problem is the hardware.

Oh, and another thing I tried was to turn off the feature (I forget what it is called) that allows you to quickly skip through commercials.

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26 days ago

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XfinityBenjaminM

Official Employee

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1.7K Messages

 

user_63b4s9 The function to skip commercials is called 'Smart Resume' here is a link you can use if you need to know how to toggle that on/off (https://www.xfinity.com/support/articles/dvr-smart-resume). 

Have you tried using a different remote? Since your DVR is new it may be an issue with the remote specifically.

 

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26 days ago

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user_63b4s9

10 Messages

I tried with and without "Smart Resume". I thought it might be the remote, but since thousands of other people have the same problem, I doubt it. Why do I think thousands of other people have the same problem? Look at the links I listed above. The second one has 1.6 thousands viewers. It stands to reason that everyone one of them want a solution to this problem.

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20 days ago

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XfinityJanelle

Official Employee

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1.4K Messages

@user_63b4s9 Does pressing rewind do the same thing? We have a known issue for rewind at the moment. 

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18 days ago

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fishfix

Contributor

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17 Messages

19 days ago

I too have this problem. FF and goes to the beginning of recording. Today for the first time it went to the end of the Eagles recording ruining the entire point of recording. The delay incurred when fast forwarding is excruciating. Most of the time the fast-forward problem is with football games. Thousands of people with the same problem thousands of people paying a king ransom and not receiving good service.

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user_63b4s9

10 Messages

Wow, that really sucks -- you are an Eagles fan :)

I'm just teasing (I actually like the Eagles). Seriously though that does really suck. You finally find the time to sit down and watch the game only to have it skip to the end. Brutal. I've never run across that problem (fortunately). It is annoying enough to go back to the beginning and try and remember when you stopped. At worst I've skipped ahead a few minutes but not the entire game.

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3 days ago

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fishfix

Contributor

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17 Messages

18 days ago

Did it again tonight with the lions Ninners game. Right to the beginning when fast forward hit. Also will not do slow motion. It just freezes and pixelated. So sad that I can’t get what I pay for. Shame on you Comcast. Oops I forgot you have no shame. 

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tbill1

Contributor

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661 Messages

 Cloud recording I bet...

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18 days ago

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XfinityJorge

Official Employee

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1.8K Messages

 

fishfix Thank you so much for using our Forums and for taking the time out of your day to let us know you are also impacted when trying to watch some sports content. To get started working together can you send us a DM with your name and address? Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message
  

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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17 days ago

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user_63b4s9

10 Messages

@tbill1​ Cloud recording may be the culprit. It would be nice to just turn it off (since I have no interest of ever using that feature) and seeing if that fixed it. 

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3 days ago

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user_778dlz

1 Message

3 days ago

We have been having this issue for weeks now with no resolution!   We are extremely frustrated with no resolution that we are considering switching providers!

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XfinitySheila

Official Employee

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950 Messages

 

user_778dlz Hi there! I'd love to take a closer look. 

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

 Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

Please let me know if you have any questions or run into any problems. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 day ago

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user_63b4s9

10 Messages

3 days ago

We still don't have a resolution. I am a retired software engineer. This is a bug. This is clearly a bug. Since it happens intermittently it is a very hard bug to find. But it is a bug that is not impossible to find and fix with enough effort. My guess is the program has a variable that represents the current time. For example if you have been watching the program for five minutes and you press a button it holds that "five minute" number in memory (most likely the number of milliseconds since the program started). Somehow that number is lost and gets reset to zero. The bug is intermittent but not that difficult to reproduce. A test engineer could watch a program (especially one that is currently recording) and then press the fast forward button every few seconds. Do this enough times and it will happen. Meanwhile, inside the code they should be tracing the various values. As soon as the button is pressed it should log these numbers. As soon as it comes out of fast-forward it should log the numbers. Most of the time the numbers will make sense. But when the bug happens the numbers won't. The developers should be able to figure out what is going on and how to fix it. 

The support staff needs to work with the QA/Engineering staff to fix this bug. Is this even registered as a bug? Even highly sophisticated software companies (like Google) have known bugs (that you can see on the forums). We are getting nothing here but underpaid help staff suggesting things we've already tried. (Or bots that are much worse.)

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