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Cloud DVR Recordings Skipping on Apple Devices

MJK125
MJK125 Posts: 10 Participant
edited October 12 in Spectrum TV App Feedback - Apple Devices and Apple TV

Almost all of my recordings recently (e.g., the Emmy's, Rachel Maddow Show, The Last Word) are skipping/jumping and the time at the bottom of the scroll is incorrect. I am experiencing significant issue when I try to fast forward and an excessive amount of buffering. I have rebooted my modem and router, made sure all devices are up to date, uninstalled and reinstalled the Spectrum TV app on my devices and nothing has worked. This is occurring on my Apple TVs and on my iPad. Anyone know how to resolve this problem?

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Comments

  • Mo_S
    Mo_S Posts: 337 ✅ Verified Employee Moderator

    Good afternoon & welcome @MJK125,

    In testing episodes recorded under each series currently shown available in your DVR, I'm not showing any playback issues that you've mentioned. This would likely indicate an issue with the connection and not the recording itself. Reviewing your equipment, I'm not seeing a signal issue to the modem, but the modem you have is not showing compliant with the service tier you're subscribed to. You can view our list of compatible customer owned modems or request a modem we provide, which is available at no cost. You can still use your own router, or add one of ours for a monthly cost. Are you able to try viewing the recordings either connected to a different internet network, or possibly mobile to see if it does the same?

  • MJK125
    MJK125 Posts: 10 Participant

    I have tested it on a different network with a 3.1 DOCSIS modem and the problem persisted. It appears that it occurs most significantly for programs where they are in the process of recording and I try to watch them as they are being recorded. I did not previously have that problem, but it's become increasingly more difficult. Last night I could not even access a recording. I had to delete it, and rerecord it when it aired a second time later in the evening. Once it fully recorded I was able to access it. While I'm willing to upgrade my modem and have purchased one, this seems to be a Spectrum-related problem with how the cloud DVR is functioning and glitching.

  • thorn40
    thorn40 Posts: 13 Participant

    I am experiencing the same issues as MJK125.

  • Edward_T
    Edward_T Posts: 375 ✅ Verified Employee Moderator

    Hello @thorn40;

    Picture quality on the app is usually caused by a problem with the internet. I would recommend you unplug the power to the modem for a minute so it refreshes the connection. This may improve the quality of the playback on the DVR.

  • Edward_T
    Edward_T Posts: 375 ✅ Verified Employee Moderator

    Hello @MJK125;

    The internet itself is likely still related to the problem. I reviewed the logs of the app and it did show your account registered an internet related problem with the app. I know you tried the connection at a different location but I would still recommend you switch the modem. The one you are currently using will no longer be compatible with the network as we do upgrades to it.

This discussion has been closed.

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