Didn't find what you were looking for?
We have advanced search options to make it easier to locate posts, questions and answers on this community.
More information can be found at Advanced Search Options
If you are looking for something specific, please check if someone else has already asked or answered the same question.
Old Cloud DVR problems are BACK?
This was a problem in the past, corrected and now its back. When I watch a recorded program on the cloud DVR, picture is fine the after a minute or 2 it slowly gets blurry, sometimes if I skip ahead 10 seconds it clears up, sometimes if I fast forward, its fine for a few seconds then picture freezes while in fast forward mode and I get the buffering spinning wheel. Only way to fix it, blurry picture or fast forward issue is to hit the back button or back out and click RESUME. All is good til the minute or 2 mark and the cycle starts all over again(blurry picture, fast forward freezing, rewind freezing. This is on an Apple TV 4K. I run a speed test while this is happening and it's not that, speed is fine. All other streaming forms are fine. Spectrum live tv is fine. What say you? Another refund coming like a few years ago?
Comments
-
This content has been removed.
-
This content has been removed.
-
Good morning, @pepco. Welcome to our community. We are sorry for the issues with cloud DVR playback. Can you please try and reboot the modem for 30 seconds by unplugging in from the wall and plugging in back in. Also, power cycle the Apple TV for 3 seconds.
1 -
I have the same problem as this customer and others complaining about the same issue. We are resetting and rebooting and doing . I think a lightbulb needs to go off with that this is a problem with your app.
0 -
Just wanted to add to the troubleshooting from above. There are currently no know issues with CloudDVR, however I was able to locate your account and you are currently using an outdated, DOCSIS 3.0 modem that appears to be causing connection issues. We suggest upgrading your modem as a next step in troubleshooting. You can get a Spectrum issued modem at a local store, for no additional charge.
Let us know if you have any other questions.
1 -
@Tstpierre,
Was this on the same device they mentioned? I'm showing you've recently used the app on a Samsung TV which is reporting connection issues. The TV app and cloud DVR would be impacted by any issues with the internet connection to the device you're using. I see the equipment was just rebooted in the last few minutes.1 -
This content has been removed.
-
Yes, our Spectrum TV app is dependent on the modem and if the modem is out of date, or there is a concern with it, it can cause the Cloud DVR to not operate as it should be. I do recommend swapping that out and testing the system. Our office locations can be found at the link provided. Most of our locations, allow appointments to cut down on wait time. -Lyn
1 -
This content has been removed.
-
This content has been removed.
-
This content has been removed.
-
This content has been removed.
-
I've tested each of your current recordings, directly from your cloud DVR listings and was not able to reproduce your issue. These were the recent NCAA game, NBA games and high school events, even trying the Survivor episode although you mentioned it was primarily noticeable with sports. Your devices are reporting connection issues while using the TV app. The modem isn't showing rebooted anytime recently and we have no insight into the status of your router aside from the devices reporting they're using a wifi connection. The modem is not included in our approved devices listings. Even if it were, no customer device is supported with our network evolution upgrades that are in progress throughout our service area and would need replaced once that becomes active in your area between now and the end of next year. You can still choose to use your own router or one of ours.
1 -
This content has been removed.
-
Closing this post as it has run it's course. Recommendation made to replace the modem.
If you have additional questions or a new issue, please start a new post.
0
