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Channels Freeze - Sound/Video off

DPBIGGDPBIGG Posts: 1
edited August 27 in Spectrum TV App 2019 Archive Mar 12, 2019

Does anyone experiance freezing while watching the Apple TV App?  Also, sometimes it will freeze, and then the audio and video will come back on but are not sync'ed.  This does not seem to be an internet problem as I clock speeds 400mb/s +.  I have an Apple TV 4k, all software is up-to-date and I have reinstalled the Spectrum app but continue to have problems. Also, when exiting the app, it takes a long time.

 

This app has lots of potential but is very buggy.  Really hoping Spectrum will release an update soon.

Comments

  • James_MJames_M Posts: 2,270 ADMIN
    Mar 12, 2019

    I apologize for any poor experience.  I've provided a link to Apple TV Support that you may find helpful.

     

    If the issue is not resolved, we encourage you to contact support directly for further assistance.

     

    Please contact us at: 

  • reds91185reds91185 Posts: 2,452 ✭✭✭✭
    Mar 12, 2019

    I have not had any of these issues with my Apple TV while using the Spectrum TV app. I will say though that the app is not my main method of viewing so my experiences are somewhat limited.

     

    I will ask anyway even though the Apple TV has some of the best wifi hardware out there... How is the Apple TV connected? Wifi or ethernet?  If connected via wifi, test it out on ethernet instead to see if the results are duplicated. That will at least rule out wifi as a variable.

  • RykGroffRykGroff Posts: 12
    Mar 12, 2019

    Yes, I'm having the same problems intermittently. Just got TV Stream last week, primarily for getting local channels, since our antenna was destroyed in the last wind storm. I really like the way the guide works, and it's pretty good in general, but there are definitely problems with it. I've been streaming for years on the Apple TV, using Netflix, NHL, DirecTV Now, Pluto, etc., etc. But the only app that has problems is the Spectrum TV app. Video freezes from time to time while the audio continues. The only fix I've discovered is exiting the app and launching it again. Sometimes changing to another channel and going back works, but then I run the risk of getting stuck in a loop where the video AND audio keep going back to the same spot in the show until I actually shut down the app, the Apple TV, waiting a few minutes, and going back in.

     

    Granted, this is a pretty new app and there's bound to be some problems. I hope they're addressed soon, though. I may have to fix my antenna!

  • RykGroffRykGroff Posts: 12
    Mar 12, 2019

    Oh, I should have mentioned: I'm connected via ethernet.

  • RykGroffRykGroff Posts: 12
    Mar 13, 2019

    This morning I'm having problems with every channel. Video freezes intermittently or goes in a loop until I exit the app and restart it. Then after a while it freezes again. Meanwhile, my other apps function perfectly, as usual. It just froze up as I was typing this. And this morning, some channels are very low resolution and pixelated. I'm definitely canceling this and fixing my outdoor antenna.

  • Julia_RJulia_R Posts: 4,287 Lead Mod
    Mar 13, 2019

    Good morning,

    Although you are hardwired there still may be a connectivity issue. Are you able to view your modem logs? If you are seeing T3, T4 timeouts, service fallback issues or high correcteds and uncorrectable codewords that would cause issues with the App.

     

    If you can post your modem logs and levels we can take a look. 

     

    Regards,

    Julia R.

    Spectrum-Social Media Customer Service

    Lead Moderator-Community Forums

  • RykGroffRykGroff Posts: 12
    Mar 13, 2019

    I've been streaming on the Apple TV for years. I'm adept at computing and networking. No other app has ever done this. The Spectrum TV app is quite obviously in need of work.

     

    I went through every channel today and the freezing and looping problems happen only on the local channels, so you may want to pass this along to your technicians, who can hopefully fix this app, or I'm going to just say goodbye to it.

  • RykGroffRykGroff Posts: 12
    Mar 13, 2019

    Screen Shot 2019-03-13 at 5.13.58 PM.pngScreen Shot 2019-03-13 at 5.15.39 PM.png

  • reds91185reds91185 Posts: 2,452 ✭✭✭✭
    Mar 14, 2019

    @RykGroff 

    You have signal issues...damaged coax or loose connections somewhere. Can you also post the modem's signal levels page? I'm 99% sure your problems are not being caused by the app.

  • RykGroffRykGroff Posts: 12
    Mar 14, 2019

    So why do I never see these issues with DirecTV Now, Netflix, YouTube, NHL, and on and on and on. And why does it happen only on local channels? The problem is indeed in the app.

  • RykGroffRykGroff Posts: 12
    Mar 14, 2019

    Here's the signal levels page.

     

    Screen Shot 2019-03-14 at 9.38.55 AM.png

  • marty45714marty45714 Posts: 2
    Mar 14, 2019
    I’m having the same problems, on local channels just as you state, and also don’t have any of these issues with Netflix, prime video, or Hulu. My beat guess is that the problem is definitely an issue with spectrum’s streaming capacity. I also have great cable modem signal, and my Speedtest results are always full capacity.
  • RykGroffRykGroff Posts: 12
    Mar 15, 2019

    Here's a video showing what's happening. Sometimes a channel comes up black, but with audio. Sometimes they loop, as you'll see in the video. My43 keeps repeating from the same spot.

     

    https://drive.google.com/file/d/1R-5CWIkMdkUX1tmI4PpL3YvX2QUOoG1l/view?usp=sharing

  • RykGroffRykGroff Posts: 12
    Mar 16, 2019

    This morning I restarted the modem and My43 is still looping at the exact same spot. Channel 9 is intermittently black or freezing while the audio continues. It's completely unwatchable!

  • jjk01jjk01 Posts: 1
    Mar 22, 2019
    Same problem here, local station streams seem to be most problematic. I can watch local stations using the Fox, CBS, or NBC apps without any problems. Appears to primarily affect the local station feeds when viewing via the Spectrum App. ESPN, TBS and other streams seem to perform ok with Spectrum App.

    This has been occurring for past 3-4 weeks, very frustrating waiting for a “real” fix.
  • jimgoedejimgoede Posts: 2
    Mar 22, 2019

    I have exactly the same problem.  I get the "deju vu" syndrome as well, as well as freezing and image pixellation/buffering.  Watching a video and suddenly you're seeing video from 2-3 minutes ago.  Then it may freeze, then restart with the video and audio not synchronized.  Moving to a different channel for a few seconds and coming back seems to temporarily reset it.  It's random, but happens on both my Apple TV 4K streraming devices.  Only happens on the Spectrum app.  No other apps have these issues.  Also tried running the app via XBOX One and seems to run fine.  0ne Apple TV 4K is directly connected to the router, the other is wifi.  Have talked to support multiple times and filed a trouble ticket.  We'll see what happens.  Glad to see it's not just me.

  • marty45714marty45714 Posts: 2
    Mar 24, 2019

    Here's some additional feedback that Spectrum support can ignore and make addtional excuses... LOL!

     

    When I use the Spectrum TV app on my Samsung television, which is hard wired to the same ethernet switch as my apple TV, the video is flawless. The Spectrum app on Apple TV is getting increasingly worse with the pixelating and repeating video.

     

    Time for a fix!

  • bitler6343bitler6343 Posts: 2
    Mar 25, 2019

    I am also experiencing the same issue with Apple TV.  I have no problem streaming DirectTV Now, AT&T Watch TV, Discovery Go, History, Netflix, Amazon Prime on my Apple TV.   I recently signed up for Spectrum TV choice primarily because my TV antenna blew down on our last wind storm and I don't like DirectTV Now constant rate hikes.   I am able to stream the 10 choice channels WITHOUT any problems.    The local channels are another story; they constantly look blockly, video freezes while the audio still plays, alot of buffering and stream often replays the previous 15 seconds in loops.    When these issues occur on my AppleTV, I tried my iPad and Andriod phone at the same time and have no trouble streaming or viewing the same channel on either device.  I also performed a speed test to Rochester RIT server where you can see packet loss and always have over 110MB with no packet loss.  

     

    There is a serious problem with streaming local channels on the spectrum app for the AppleTV;  the choice channels stream fine.    I hope Spectrum comes out with some fixes soon for the Apple TV.  I hope Spectrum come out with a fix soon for Spectrum app on Apple TV.

  • mjl2333mjl2333 Posts: 1
    Mar 25, 2019

    Same issue is happening for me as well with only the local channels.  ESPN, TNT, TBS, HBO all seem to work fine when streamed on the app.  It's only an issue with local channels.  Previously streamed locals with Hulu, directTv, and Youtube tv with no problems.  Video will freeze or go black and the audio will remain.  I'm starting to lose my patience with the service and will most likely be installing an external antenna and switching to Sling if the issues can't get resolved. 

  • bitler6343bitler6343 Posts: 2
    Mar 26, 2019
    There is an updated Spectrum app dated 3/25 from the Apple Store. Today was the first time I have successfully stream local channels without freezing,buffering, looping, and low resolution. The updated Spectrum app solved all the streaming issues with the local channels on AppleTv
  • neaultp21neaultp21 Posts: 7
    May 10, 2019

    I am having the same problems as the above subscribers with Spectrum stream on AppleTV. I recently switched to Spectrum's streaming service after using Hulu with Live TV.  Prior to that I used SlingTV. I had no problems with resolution, freezing, sync etc using those apps with my Spectrum WiFi. The problem must be with the Spectrum app as Netflix, Hulu, Amazon, SkyNews, all stream perfectly on said wifi with no lag or poor resolution.  It is especially bad on local channels as others have said. I know the app is new(er), but perhaps an update is needed.

  • jimgoedejimgoede Posts: 2
    May 31, 2019
    I have an issue where the sound is slightly out of sync, especially evident on ABC Ch7. No issues with other apps. Running the most current version and tried power cycling both the modem and router with no effect. Happens on two separate TVs using Apple TV 4K’s.
  • macmommamacmomma Posts: 1
    Jun 25, 2019

    Not only do I have freezing and no audio.........

     

    I brought back my cable box last week and went to the Spectrum app to save some money.  I use Apple TV.   The Spectrum app does not respond to my apple tv remote.  It's a generation 4.   I can "sometimes" get the guide and select a program, but once I leave the app and use another (Netflix) I cannot go back to the spectrum app.  It will only play whatever program was on previously.  Cannot get to the menu cannot get off the program...nada.   Eventually I have to delete the app and reinstall....with the same problem.   If by some chance it DOES go to the guide the remote is not able to select a program from the guide.  Doesn't respond to any action from the remote.   I should now mention that I have Netflix, Amazon, and many other apps on my TV that work flawlessly.   It's the app.  I called three times in my one week, and I get no where.  Their suggestion was that they have a "ticket" on it so keep reinstalling the app when I feel like "playing with it."......

  • rbsandovalrbsandoval Posts: 1
    Jun 28, 2019

    Yes I do experience freezing on the Apple TV, but it plays nicely on my Apple iPad Pro.

  • JP001JP001 Posts: 1
    Aug 24, 2019

    When using my spectrum tv app on Wifi and connected with Ethernet cord.  I try to use the guide and it will let me scroll up and down but not select the channel. When this happens I have to back out and close the app and then go back into the app for it to work. (This happens all the time...daily). I also experience the freezing and audio changes.... I’ve had 4 or 5 “Technicians “ out to my home to pretty much everything they can  be replaced was and still the same problems. There are problems with this app and they just don’t care or I haven’t found the person that does. I miss direct tv now and probably will be going back soon. 

  • change4range23change4range23 Posts: 1
    Sep 05, 2019

    I have the specturm app on my samsung TV.  The worst issue I generally run into is ONLY on the ESPN station that it will have the sound cut out and then the video will freeze.  This really doesnt happen on any other channels, but happens several times a day on this channel.  I think this is an issue with ESPN streaming thier services, but it is also a huge issue in general and one that spectrum should look to address with ESPN as it a problem for their subscribers  

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