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Cloud DVR issues

Auggieben
Auggieben Posts: 14 Participant
edited March 9 in Cloud DVR

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: 986 ✅ 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: 14 Participant

    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: 986 ✅ 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: 14 Participant

    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: 5,480 ✅ 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: 14 Participant

    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: 5,480 ✅ 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: 14 Participant

    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: 5,480 ✅ 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: 14 Participant

    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: 5,480 ✅ 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.

  • Auggieben
    Auggieben Posts: 14 Participant

    I am still experiencing low resolution issues when watching certain Cloud DVR programs even after I purchased a new router (GL-iNet Flint 3e). When the picture quality goes bad, I have to restart the stream, sometimes several times before it's watchable again. We see this problem occur on another TV whether we use Chromecast, or the built-in cast in the Vizio TV. This is extremely frustrating. I've demonstrated this problem to your technicians in the past and they said our signals are fine but they could not explain the cause. I think the problem is with Spectrum and I'm ready to switch to YoutubeTV. Is there anything else you can do?

  • William_M
    William_M Posts: 1,604 ✅ Verified Employee Moderator

    I'm sorry you are still having trouble with the Cloud DVR. Your Chromecast is reporting an even worse connection since yesterday. How far is the Chromecast from the router? Are you able to test it in the same room?

  • Auggieben
    Auggieben Posts: 14 Participant

    The Chromecast is about 10 feet from the router. The Chromecast is reporting an "Excellent" signal strength with the router. We have no issues with picture quality watching "live" tv, it only gets worse when we watch programs using Cloud DVR, usually at night, but it happens during the day too. I'm curious how you are able to determine connection strength of my Chromecast device.

  • Edward_T
    Edward_T Posts: 493 ✅ Verified Employee Moderator

    I reviewed the logs of the app and one of the errors you are receiving can be fixed by sending an update to the modem. The internet will be down for a few minutes when we do it. When would be a good time to do it?

  • Auggieben
    Auggieben Posts: 14 Participant

    Can you schedule it for about 10pm EDT? Thanks

  • Auggieben
    Auggieben Posts: 14 Participant

    Actually, any time would be good for the update. Thx.

  • Mo_S
    Mo_S Posts: 468 ✅ Verified Employee Moderator

    @Auggieben,

    Sure, this is going through now. You may need to manually reboot your router as we don't have control of that device.

  • Auggieben
    Auggieben Posts: 14 Participant

    I'm afraid your fix had no effect on the signal. The recording of todays Cleveland Guardians game goes to crap immediately. This is channel 306/1306 here in NE Ohio. There's never an issue when watching live. Please don't tell me it's an issue with my setup. I'm still waiting for your explanation how you can determine that my Chromecast is "reporting an even worse connection than the previous day". Sorry, but this sounds like BS to me.

  • James_M
    James_M Posts: 5,480 ✅ Verified Employee Moderator

    We have diagnostic tools that show advanced connectivity and performance health for streaming devices and the Chromecast continues to show errors. Have you restarted the Chromecast again from the settings menu, as well as restarting the router in the past 24 hours since the signal update was sent?

  • Auggieben
    Auggieben Posts: 14 Participant

    I've restarted the router and the Chromecast. During the day I watched a recording on the DVR and it went for a long period without screwing up. If the picture did get worse - it didn't stay that way for long, it seemed to correct itself. However, this evening I rewatched the same program and the picture went bad after about 15 mins (11:15pm) and it stayed that way We also had the TV on during the day watching "live" programs without any issues at all. My question is why does my Chromecast have these errors with DVR but not with live programming? Any other ideas? I'm getting tired of watching the same Guardians game to debug this.

  • William_M
    William_M Posts: 1,604 ✅ Verified Employee Moderator

    Can you check to make sure your Chromecast has received the most recent software updates, and reinstall the Spectrum TV app?

  • Auggieben
    Auggieben Posts: 14 Participant

    I checked the Chromecast and it has the latest firmware. I uninstalled and reinstalled the Spectrum app too. I've been waiting for the next game of the Cleveland Guardians to be recorded. Guess what? The recording is trash when I watch it on my PC and it's also trash when I cast it to my TV. I'm watching the game recorded on 3/20/26 on channel 306. It is now 11:30pm. THIS IS THE ONLY CHANNEL I'M HAVING THIS DVR ISSUE WITH! Can you please contact the NE Ohio headend and have them investigate this?

  • William_M
    William_M Posts: 1,604 ✅ Verified Employee Moderator

    @Auggieben I've been watching your recording and the quality is clear and consistent. I do see where you tested from your PC but the bitrate dropped very low again, the Chromecast continues to show a poor connection as well. I recommend testing again while connected straight to the modem after a reboot. If it's still working better like that it will indicate the problem is with your router, if not then we would recommend scheduling an appointment with a technician to come check things out.

  • Auggieben
    Auggieben Posts: 14 Participant

    My PC and Chromecast are no more than 10' from the router, both are displaying "Excellent" signals. Please, please tell my why I'm only seeing this issue when I use your Cloud DVR? We don't experience poor picture quality when watching "live" TV via Chromecast, so what's so special about watching via Cloud DVR?

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