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Permanent Playback Pause: My connection or your servers?

curthesscurthess Posts: 7 Spectator
edited June 2022 in Cloud DVR May 21, 2022

On multiple devices (desktop, iPad, iPhone) playbacks regularly stop playing. My discovered "fix" is to go back to top-level DVR page, click on collection, click on specific recording -- which then picks up where the playback stopped.

This has been going on since day-1 of cloud DVR.

I have subscribed to your highest speed internet with 200-tv channels, new install with most up-to-date modem & router, AND only two people using the bandwidth.

As old IT guy, I suspect that your servers need work.

Aside: There. are times when HD programs are out of focus for a 10-60 seconds...indicating that either your servers are not delivering the full resolution OR I'm not getting the bandwidth I'm paying for.

I'm always available if you'd like to run diagnostics on my installation.


  • Renee_TRenee_T Posts: 427 Moderator
    May 22, 2022

    Hello @curthess

    Welcome to our community! I'm sorry to hear about issues with the cloud DVR. When the playback stops, do you get any kind of an error message or does it just redirect you to the listing for the episode?

  • curthesscurthess Posts: 7 Spectator
    May 22, 2022

    No error messages...just hangs, sometimes with "buffering".

    Interestingly, the playback will show a few seconds of the beginning of the piece, then quickly back to where it was when it hung up. This makes me think "server error."

    The reason I'm pointing to your servers or perhaps my modem/router is that it happens ALL THE TIME regardless of computer, device, etc. Very unreliable.

    Perhaps related: Some streaming of live TV, the picture is out of focus for 5-30 seconds.

    Given the highest bandwidth I'm paying for, this simply should not be happening.


  • Renee_TRenee_T Posts: 427 Moderator
    May 22, 2022

    Thank you. I took a look at your account using the information from your community registration. I'm definitely seeing some buffering issues from within the website. Have you tried watching the cloud DVR from a device that isn't connected to your home network, so say from a cell phone that is using the data connection at all? If so, have you noticed it doing the same thing?

  • curthesscurthess Posts: 7 Spectator
    May 22, 2022

    Thanks much.

    I was out of town for 10-days and do not recall having buffering issues...but I probably didn't watch much when away either.

    If of value, I can certainly try that this week. Either cellular or starbucks wifi. Shall I?

  • Steph_SSteph_S Posts: 490 Moderator
    May 22, 2022

    Yes, please try on cellular when possible.

  • curthesscurthess Posts: 7 Spectator
    May 29, 2022

    Steph_S - quite amazingly, my playback pauses have ceased to exist, after MONTHS of regular occurrence. If/when they recur, I'll attempt to recreate on multiple devices cellular and wifi. There is no reasonable logic to "the fix" but I am pleased with the current situation. Thank you for your intervention and help.

  • Steph_SSteph_S Posts: 490 Moderator
    May 29, 2022

    That is wonderful to hear. Thank you for the update.

This discussion has been closed.