DVR Video freezes and Audio keeps playing on Apple TV Box's Stream app

This is on the tv with the Apple TV box. The cable box is fine 

Thank you for the update and clarification, @MylesB1. Can you please clarify if this issue using the Xfinity Stream app, or the Apple TV app? Where is your modem located in relation to your DVR? Are you experiencing any connectivity issues otherwise?

The issue is with the stream app on the apple tv box. My modem is about 20 feet away and when I do a speed test I average 250mb download speed and 12mb upload

Thank you for this information, @MylesB1! It looks like we might need to take a closer look into this since it is only happening on the Apple TV. Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon, enter Xfinity Support in the "To" section of the chat, and provide us with your first/last name and full address so we may further assist you?

@XfinityThomasA​ I’ve been having freezing issues with on demand and also dvr recordings (which I believe now is not actually recorded on a drive in my DVE as they used to be but, rather, on xfinity servers). Using the dvr to pause live video frequently results is the playback seizing up and dropping back out to live. No. Restarting and refreshing don’t fix the issue. I think it’s your server system software failing. Xfinity needs to fix this. 

They sent a refresh signal to my modem and it did help for a few weeks but it's reared its ugly head again.  I use my own modem if that helps.

@MylesB1 Hello! We've sent you a DM to continue assisting you in the thread we already have going.

@XfinityBenjaminM I'm actually the one having issue now. I would appreciate some help as well. Thanks. 

Hello @silvamiguel Please manually restart your cable box and sometimes an update or firmware gets stuck and could be causing this.

@user_0lwtsw Thank you for taking the time to reach out to us here on our Xfinity Forums. Is it only occurring on DVR recordings? Are you experiencing this issue on any other devices with the Xfinity Stream app?

DVR recordings-which is the only thing I use Xfinity for. Doesn’t matter which device-happens on TV, phones and tablets. I get this error-TVAPP-00349. It looks as though this has been a Xfinity issue for over a year. Ready to switch to a streaming service that works.

Thank you for that information, @user_0lwtsw thank you for your that information. Let's get your account pulled up so we can look further into this error that you are getting. Can you please send me a DM with your full first and last name along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

•   Click "Sign In" if necessary
•   Click the "Direct Message" icon 
•   Click the "New message" (pencil and paper) icon
•   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
•   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
•   - An "Xfinity Support" graphic replaces the "To:" line.
•   Type your message in the text area near the bottom of the window
•   Press Enter to send it

My question was not answered-I have direct messaged 3 times. I have spent and hour and a half on the phone with Xfinity “customer service”, another hour on Xfinity chat-no resolution 

My apologies that you have had a poor experience. I definitely want to assist you, and find out how to resolve the error that you are receiving, however, I will need to access your account to do so. If you can please send a direct message with your full name, and address, we can get started with troubleshooting right away. 

Hey there @david116 Happy New Year to you! Is this issue still presenting itself? Glad to hear you've tried some troubleshooting steps like logging out of the Stream App. Have you also tried to uninstall/reinstall? And is this issue only appearing on ESPN and/or sports broadcasts in general?