Xfinity app DVR playback video pausing issue.

For the last week, I have noticed several of my DVR movies are having playback issues. It first started when I noticed a 3 to 5 second pause in audio, during video playback, especially after the start of the playback or if I tried to fast forward past commercials. In the last four days, I’ve noticed that it will just not play, but about 20 seconds of a video, buffer then crash.
How can we fix this issue?

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XfinityJoe

Official Employee

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1.2K Messages

6 months ago

Good morning @user_651952 we would be happy to troubleshoot with you. When you access these recordings from the box, do you experience any playback issues?

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user_651952

Visitor

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2 Messages

No I do not. I travel a lot for work and notice only on the app. I have forced quit, reinstalled the app. Everything is up to date tried with and without LAN connectivity. And nothing fixed it.

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4 months ago

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XfinityJustinM

Official Employee

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560 Messages

@user_651952, have you noticed this only happening with older recordings? How have you most recent recordings behaved?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 months ago

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Northpaw68

New Poster

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5 Messages

I too am experiencing this issue with Xfinity stream playback (only on the web browser, not on the DVR). But the problem only occurs for me with one program. All other programs play perfectly fine. The program is "Democracy Now", a daily independent one-hour news show. If I watch it live, there is no problem but the recorded program fails every day. Always at about 3 minutes into the program, it freezes and then attempts to replay until it fails. Again, this only happens with the one independent news program and I'm able to watch anything else that I've recorded. It's beginning to feel like a conspiracy and I know Comcast supports Trump and contributed to the destruction of the East Wing of the Whitehouse. You can't stop me from watching Democracy Now on their website, but preventing the recording is feeling like a branch of the fascism that Comcast supports.

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17 days ago

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XfinityAirelle

Official Employee

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3.1K Messages

Northpaw68 Hi there! First, there’s no content filtering happening with DVR recordings. We’re not blocking or interfering with specific programs. If something were being intentionally restricted, it wouldn’t play live either — and you mentioned it does. That tells us this is almost certainly a technical playback issue, not anything content-related.

Since it:
• Only happens in the web browser
• Only affects the recorded version
• Freezes at about the same 3-minute mark every time
• Doesn’t impact other recordings

That pattern usually points to a corrupted recording segment in the cloud DVR copy. The fact that it fails at roughly the same timestamp each day is a big clue. That typically means there’s a damaged or improperly encoded section in that specific recording file, not anything intentional.

A few quick things that can help narrow it down:

– Try playing the recording in a different browser
– Try opening it in a private/incognito window
– Clear the browser cache for Xfinity
– Check whether the same episode plays in the Stream mobile app

If it fails across browsers, but works live and works on your physical DVR, that tells us it’s very likely a cloud DVR encoding issue tied to that program’s recorded stream.

I understand how frustrating it feels when it keeps happening with the same show. It’s natural to question it when the pattern looks consistent. But from a technical standpoint, this behavior lines up with a recording file glitch, not selective blocking.

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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15 days ago

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Xfinity Stream App

user_651952

Xfinity app DVR playback video pausing issue.

XfinityJoe

user_651952

XfinityJustinM

Northpaw68

XfinityAirelle

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