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Cloud DVR issues

Auggieben
Auggieben Posts: 6 Spectator
edited March 9 in Community Support

I'm ready to drop Spectrum's TV service with Cloud DVR. Do you remember what it was like about 2 years ago with Cloud DVR? You would be watching a program and then suddenly the quality would drop to something worse than a pirated movie. I thought Spectrum had this fixed but it's rearing it's ugly head again, at least here in NE Ohio. Anyone else experiencing this? It might be time to go back to YoutubeTV.

Comments

  • Renee_T
    Renee_T Posts: 977 ✅ Verified Employee Moderator

    Hello @Auggieben

    Welcome to our community! I apologize for the issues you've had with our Cloud DVR service. Are you noticing the issues with the quality on any device you use or is it just specific devices? If it's a specific device, which device(s) are you seeing the issues on?

  • Auggieben
    Auggieben Posts: 6 Spectator

    We only watch DVR programs on a Samsung TV using a Google Chromecast. Normal "live" programs do not experience this problem. The problem rarely corrects itself. You have to disconnect the cast device, then start the cast all over again and if your lucky the quality will be fine for several minutes, then it reverts to low quality. I'm watching a replay of CLE Guardians This is the same exact issue that we experienced in the Winter of 23/24.

  • Renee_T
    Renee_T Posts: 977 ✅ Verified Employee Moderator

    Thank you. I do see that the chromecast is showing some connection issues that can cause the quality issues you're experiencing. Are you able to try a different device just to see if it's happening on the other devices as well?

  • Auggieben
    Auggieben Posts: 6 Spectator

    Thanks, The only other device we have is a FireStick and I don't think you support them. Our Samsung set is no longer supported by your streaming app. What do you suggest we use?

  • James_M
    James_M Posts: 5,459 ✅ Verified Employee Moderator

    You can test on mobile device (phone or tablet) or you can access through watch.spectrum.net through a browser on a desktop or laptop. Also, have you restarted the modem and router, as well as restarting the Chromecast from the settings menu?

  • Auggieben
    Auggieben Posts: 6 Spectator

    I just rewatched a portion of the recorded game using the browser on my PC and the fuzziness returns sporadically there as well. So this is not a Chromecast issue, but something to do with Cloud DVR. As I said earlier, I never see this happen while watching live.

    Here's an older thread that describes what me and a lot of other people experienced in Jan 24 (https://community.spectrum.net/discussion/173689/cloud-dvr-playback-issues-recordings-are-freezing-updated-4-18-24-with-a-message-from-spectrum/p5)

    Also, when I called to cancel my TV service the other day because of this issue, the agent insisted they could resolve the issue by increasing my internet speed. As it turns out, that was not the solution.

    If you can think of anything else, please let me know.

  • James_M
    James_M Posts: 5,459 ✅ Verified Employee Moderator
    edited March 10

    Looks like you are using your own router, a TP Link router. Have you also restarted the router? Are you able to connect the PC directly to the modem, bypassing the router? We are not able to replicate the issue remotely, so it appears it could be an issue with your internal network. Alternately, can you try replicating the issue on a different WiFi network (either cell or outside the home)?

  • Auggieben
    Auggieben Posts: 6 Spectator

    I have restarted everything, modem, router, and rebooted my PC. My PC is directly wired to the router, it's not using WiFi. When I watch the Guardians game via DVR, the picture will eventually become very fuzzy again. This seems to happen more often during the evening hours, perhaps there are more people using DVR at that time. But it has also happened during the daytime too, not as frequently. I can't tell you when it happens, it may take 15 minutes or so.

    I also streamed DVR on my phone, iPad, and PC at the same time. The picture was fine on the phone and iPad but would occasionally screw up on my PC. Both the phone and iPad were using WiFi.

    I can't explain any of this, but I doubt it has anything to do with my network. Are there any other scenarios you want me to try?

  • James_M
    James_M Posts: 5,459 ✅ Verified Employee Moderator

    I also streamed DVR on my phone, iPad, and PC at the same time. The picture was fine on the phone and iPad but would occasionally screw up on my PC. Both the phone and iPad were using WiFi.

    Thanks for the additional information. Since the recording is fine on mobile devices, then the recording is not corrupted and is not the issue. Can you try bypassing the router and connect the PC directly to the modem with no router between them? This will isolate the router as the issue and you will then need to either troubleshoot or replace the TP link.

    Thanks!

  • Auggieben
    Auggieben Posts: 6 Spectator

    Hi, and thanks for the assistance you've given. I connected a PC directly to the modem and ran the DVR for several hours without an issue. So your suspicions about the TPLink router causing my issues appear correct. As luck would have it, a lightning strike close to our house this morning took out my UPS as well as the TPLink router, so I'm going to purchase another one, but before I do I wanted to know if you're aware of any other brands/models that have fewer issues with your service and streaming. TIA.

  • James_M
    James_M Posts: 5,459 ✅ Verified Employee Moderator

    As far as routers go, pretty much any of them will work, just make sure the one you choose supports at least your current subscription speed to ensure you can get your subscribed speeds. For most people it is a balance of features and cost.

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