Xfinity Stream App - Difficulty with Recordings Playing

Throughout the past several months, I have not been able to watch certain tv recordings via the Xfinity Stream app. The recording will start playing for a few minutes, then the picture will freeze, but the audio will continue. Sometimes it is a few minutes into the recording, sometimes it is halfway through the recording. It does not appear to be a specific channel issue, as the same issue arises no matter when/from which channel it is recorded. I have no issue watching the recordings via my tv, but the app continues to have major issues. I have deleted the app and redownloaded, but the issue still remained. I tried downloading the recording, but the issue still remained. I have restarted the mobile device, and again, the issue was still there.

Additionally, the customer support sections on xfinity.com do not address this issue. I tried chatting with support, but it appears that support is not set up to address the app issues, only internet and tv boxes.

Responses

XfinitySara

Official Employee

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1.3K Messages

1 year ago

Hello, @sglackin! Thank you for creating a post about your Xfinity Stream App concerns. I'm sorry to hear about the difficulty you've had with those recordings, and I would love to see what we can do to resolve this! First, may I ask what kind of mobile device you've been using to access the app (i.e. smartphone, tablet, etc.), as well as its specifications (approximate age, make, and model)? Thanks in advance!

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S

sglackin

3 Messages

Thank you Sara!

I have an iPhone 12 with iOS 16.6.1

1 year ago

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ccRuben

Retired Employee

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729 Messages

Are you having these issues on other devices?

1 year ago

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S

sglackin

3 Messages

I don’t use any other devices, such as other iPhones or iPads. We have tv boxes and it isn’t an issue with the tv boxes.

1 year ago

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XfinityChelseaB

Official Employee

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1.2K Messages

@sglackin, Thanks for the update, I appreciate it. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

I am an Official Xfinity Employee.
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1 year ago

U

user_mr87dc

1 Message

1 year ago

I have the same problem when using the Xfinity steam app on my iPad Pro. Is there a solution?

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XfinityJoshuaG

Official Employee

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331 Messages

@user_mr87dc So sorry to hear you're experiencing the same issue. Please direct message us your full name and address for us to get started.

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

11 months ago

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user_g60oar

1 Message

Hello. I have had the same problem for the past three weeks using my iPad and Apple TV.

11 months ago

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XfinityAdrienne

Official Employee

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910 Messages

Hey there, @user_g60oar! I am sorry to hear you are having troubles with your recordings on your iPad and Apple TV. Just to confirm, all the devices are fully updated? Have you deleted the App and installed it again?

user_g60oar

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

11 months ago

0