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Cloud DVR Playback Issues (recordings are freezing) - UPDATED 4/18/24 with a message from Spectrum
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I don't understand why there are so many issues regarding the DVR Cloud now for months and it is extremely bad now to the point where I cannot watch anything I recorded - I maybe get 3 minutes out of a whole hour. I depend on my recordings to catch up on shows later. If this has been escalated since March or even end of Feb why are there no results yet in a stable fix? Why is Spectrum not addressing this proactively and telling their customers about the issue upfront? The ETA should be with utmost priority since this has been going on for a long time. By utmost priority, they should have a fix in 24 hours. Yet, they say they have no idea of ETA. Someone with authority should be addressing this issue and also all customers.
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Since we moved to Tampa this has been an ongoing issue. We have the highest bandwidth for a residential dwelling and all other devices work inside the home flawlessly. Live TV works with no challenges but some how every night when my wife and I are laying in bed and she is watching her prerecorded shows the complaint dept opens. Buffering getting booted also it sometimes plays but you hear the sound but he screen looks like an old adult channel on the cable boxes from when we were young. YES I AM THAT OLD! We have 4 xumo boxes and did what any smart person would do. Install the stand alone app on our smart devices to resolve the issue. Did that work? NOPE! Wife cant watch the last 23 mins of the reall hoe wives of what ever and her 90 day show. Since I called they have stated to reboot this sing out of that O there is a pending update that should fix this but again this has not worked. All I want to do is lay in the bed and not get stressed out by the person I married whose only gripe is that she has the ability to watch her sows when she wants to watch them. We currently pay over 300 monthly for this service and keep getting the same answers from support and that its a different depts issue and that we need to send someone out and when that person came out they said we need to contact app support and when we contacted app support that said they dont see any issues? What seems to be the issue here is allowed bandwidth at the data center off these servers. The amount of volume of people who use this service and recordings being at a 1080p is causing buffering bc the system can not handle that kind of traffic. I would highly suggest that you offer the people an option to convert down to a lesser quality to stream when network congestion is taking place or upgrade your network!
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I’m not very happy after reading this forum. Been having DVR cloud issues for over a month all of a sudden. First it was on just our Samsung tvs and just last night nothing recorded on any of our devices which are 2 Roku tvs , 2 Samsung and the App on my iPad which always works even when the tv’s don’t . Had service tech here who just switched up the equipment and when we call telling them about the problem they go thru the time wasting resets and unplugging . I now see on this community page that it is a KNOWN problem. They need to be up front , we are so close to canceling Spectrum . Please advise , I read here that if you have had issues and it’s on record they will reimburse and stop charging for DVR cloud service till it is resolved .
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Yup, this has been going on since I had to turn in cable box and use streaming app. I have call 4 times, tech acts like this is new to them. Have a tech come to the house, nothing is wrong. Just got off the phone to get a $10.00 credit for the Cloud service. I will call every month to get a credit for something I am paying for that doesn't work until Spectrum fixes it.
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I'm so annoyed with Spectrum and their policy regarding this. I didn't have the energy or time to call and deal with them over every streaming issue that has been occurring for weeks. I had assumed it was maybe an equipment issue at my home even though I have Roku, Apple TV and a Smart TV that I use. However, in the last few days I've noticed programs disappearing and most on my dvr not being watchable because of the above issues many mention. Yet Spectrum customer service offered a $4.48 credit knowing there was no ETA on the problem being fixed and knowing that the problem was more than just a few days. I've deleted so many programs that didn't work, but from now on I am going to write down when they were recorded, document every error code, and call back. Why are they billing me for something I can't use? I was told to look on Spectrum.net for info but there are no updates. This company can send emails every few days about faster internet, but can't be proactive with customers?
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new problem for me. Scheduled recordings just don’t happen. They disappear from the schedule and then do not record. Half the shows I schedule just do not record.
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GOing to start trying other services. I have same issues on playback of recordings new and old. Contacted support AGAIN. And warned tech that if he suggested restart/reboot/reset I was going to hang up and be done with them. after waiting for over 5 minutes while he "researched" then came back and started to tell me to reset eqpt again and I hung up!
This on top of losing all my discounts and going to $276/month then blowing me off when I called customer no service for discounts or deals.
As soon as I find a different service I like, Spectrum is history. Hopefully, if enough people leave they'll get the HINT!
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Everything worked fine until 2 days ago. What has changed?
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Good evening @Babysmom14904 and Welcome to our Community Forums
Thank you for reaching out to us about our Cloud DVR not working as intended. We do have an active concern with this feature at this time. However, there are some suggestions that you can try to resolve this on your end. Have you tried to uninstall and reinstall the App yet? -Lyn
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Cloud DVR actually worked fine last night and this morning even on recordings that I previously had a problem with but still afraid to hit fast forward for fear it will crash the program and send me back to the beginning. Time will tell.
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I did what you recommended but it made no difference. It still only recognizes the 4 recordings. Nothing after Sunday night.
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April 17, 2024. My playback problems are gone since now nothing records. I am curious as to when this started or if it ever worked properly at all? I only started using the cloud several weeks ago and it seems to work ok with some buffering. Is Spectrum really working on this? If they are they should have some idea of a timeline.
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if I call spectrum support are they able to work on problems with xumo?
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When watching programs I've recorded, sound will stop and then return. This happens several times during all recordings. There is no problem with video,however, only frequent absences of sound.
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Unlike with a cable box, when I fast forward a recording with Xumo, I can't see the video, so I have to guess where I am to stop the procedure. Is this something that is being addressed?
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I am having an issue with sound stopping during recording playback. It stops, then returns, but the video continues uninterrupted. Very annoying.
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Just wanted to add myself to the very long list of people having issues with DVR Cloud services. Same as everyone else with the freezing up can't move forward can't go backward. Sound drops off. black screen or error message that says '" Unable to Complete Request We're sorry, something didn't work quite right. Please try again later." Can't even finish a recorded show. Live t.v. works fine. I too called tech support and they also walked me though all the "fixes" that don't fix anything. I had already done all the things they told me to do prior to calling. This is Spectrum issue on their end! Hello?! Spectrum Fix your service that I am paying for!!
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Just wanted to add myself to the very long list of people having issues with DVR Cloud services. Same as everyone else with the freezing up can't move forward can't go backward. Sound drops off. black screen or error message that says '" Unable to Complete Request We're sorry, something didn't work quite right. Please try again later." Can't even finish a recorded show. Live t.v. works fine. I too called tech support and they also walked me though all the "fixes" that don't fix anything. I had already done all the things they told me to do prior to calling. This is Spectrum issue on their end! Hello?! Spectrum Fix your service that I am paying for!!
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my latest issue as I posted previously on the playback issues. Now newly recorded shows are gone. I saw shows recording last night like jeopardy for example. I went to watch this morning and it’s gone. Same with two of the three FBI shows that I recorded. What is going on with this service?? I went thru my Scheduled list. I cancelled a number if my series recordings and added them back in again. Most of my shows have an on demand option. Unfortunately Jeopardy does not have an on demand option to watch what wasn’t recorded.
Come on Spectrum. Do better! We are paying a premium for your services and you are delivering bargain basement quality.
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We have a Xumo from Spectrum. Normal Spectrum TV viewing works ok. However when we attempt to play recorded show the sound cuts out along with excessive buffering delays. The playback is not watchable. This seems to be a known issue. Is there a fix available?
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There is no fix available and Spectrum won't give an ETA.
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I was just on the line with a rep that knew about the issues. Said they did a system upgrade a week ago now. They thought it was only a tech issue at first ( meaning on our end with equipment) but due to the large number of calls received everyone saying the same thing they realize that it’s now on their end. I was told watching videos or recording them between the hours of 7pm and 8am eastern you will have issues. Also recordings during this time period are not saved (so make note of what you’re recording because it won’t be there the next day and you’ll need to hope it’s available on demand or you have another way to watch the episode or else it gone ( don’t shoot me. I don’t work for spectrum, just relaying what I was told)
they are working on a patch. No ETA on that. I was told after this is resolved, we can call in and request a credit for cloud DVR service, but they won’t issue one until they have it fixed.So I guess we commiserate together. Sorry wish I had better news, but at least we have “some” answers
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@Wjaynes Thank you so much for posting the update. This is more information than anything we’ve received directly from Spectrum. So glad to know they are working on the fix (hopefully, they told you the truth 😀).
I personally wrote an email to Charter Communications’ Chairman (Christopher Winfrey) and provided him a link to this forum. I pleaded for him to just take a peek into the comments here and ask questions down into the organization.1 -
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I am having both problems with Cloud DVR, things already recorded stopping many times then get blue screen can no longer access and scheduled shows not recording and disappearing off schedule.
Just spoke with 2 different customer support people. They told me my DVR cloud needed an upgrade that will cost $55 one time fee to fix. I told them. Why should I pay for the upgrade when i was promised 4 months ago when we got Spectrum that my monthly charge was for my DVR service.
UPDATE: those #s that i called are Scam #s. DONT pay $55 there is no fix yet for this problem. I made Spectrum aware of scam artists intercepting calls. Just wanted you to know.
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I spoke with Customer Service today and was told the problem due to Spectrum having signed up many more customers to its cloud DVR than its servers can handle. I was also told that the problem is worse during prime time, which would make sense if it's a capacity issue. He also said that, as a result, Spectrum employees were required to disable their own cloud DVR. Still no ETC, but I suggest contacting customer service to request a credit for the DVR service due to its not working properly.
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