Question

Songs skip back


Recently I've been having problems with songs skipping parts or skipping back and it's always on the same parts of the song. It happens online and offline. I have premium account and I've tried everything - restarting my phone, deleting chache and smart chache, reinstalling app etc etc.. I use huawei p9 lite and haven't had a problem with the app until now.

9 replies

Hi, your not allone with this problem. I have been having problems with songs skipping a few seconds backwards since I changed to the Huwaii P10. I have tried the toubleshooting tips like clearing the cash or reinstalling but nothing helped. There is another question in this forum with the same bug but it is marked as fixed: songs-skip-back-during-listening
However it does not explain how it is fixed. Could someone please tell us how to get rid of this bug. I have cancelled my premium membership until it gets fixed.

Regards
Rebecca
Userlevel 7
Badge +5
Hi there, just to let you know that we have passed this issue with Huawei devices on to our devs and they are working on it! I'm sorry about that!
The problem is definitely not fixed. The thread jumping-and-skipping-songs-on-huawei-phones has three pages of the same complaints and more are added daily so it might be an idea to post on that one as well so that Deezer will begin to realise how widespread the issue is and how long it has been going on for (and how many users they are losing)
Userlevel 6
Badge +3
@Warren.Jeanes

You're right, the thread is getting bigger. But the right team is already working on it - for quite some time. We know that unfortunately it is affecting several users.
We'll keep everyone updated with our progress!
Rudi wrote:

@Warren.Jeanes

You're right, the thread is getting bigger. But the right team is already working on it - for quite some time. We know that unfortunately it is affecting several users.
We'll keep everyone updated with our progress!



Rudi, I understand that these things can be complicated but in the meantime you have users paying for a service that they are unable to use as intended. The Dev team have been working on this problem for more than two months now and to be honest I want to listen to my music not hear how a problem is being worked on.

As of yesterday, I'm now a premium Spotify subscriber and have no issues at all, no skips, no issues downloading for the same price plus additional connectivity to my XBox direct from my mobile device.

I would like to point out that mine's is only a single user subscription you have lost, but for every one of me who leaves and tells you why, you should wonder how many people are upset enough to cancel and not bother telling you guys where you went wrong.
Userlevel 6
Badge +3
Hey @Warren.Jeanes

I understand it completely - honestly. It's not easy for us being unable to provide a solution or a louder voice to every user's trouble. But we try our best with what we have. And when the issue affects a third party device or another platform, things take longer to get resolved. It also seems that it isn't only skipping which is affecting Huawei phones. And also not only Deezer.

We'll continue to work hard so that we can get yours and other users' trust back.
I have the same problem and am very close to leaving Deezer with my family account
I've been having the same problem for quite some time and I have a huawei. Was getting really annoyed with it, hopefully there will be a fix soon 🤞
Userlevel 6
Badge +3
Hi there @Brandon1 and @Sambo8613

Please keep your eyes here for more info and updates 😉

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