Having a lot of the same issues in SW Florida. A couple of months ago, we had an outage in the area for about a day. After I was notified, the outage was repaired, the X1 DVR (main box) was extremely sluggish for every action (changing channels, retrieving the guide, trying to get to streaming channels like HBO MAX, Paramount, Netflix & Prime, freezing, etc.). Shortly after that, the DVR X1 box was non-responsive. After an interaction via a phone call with a rep, and many restarts, nothing worked. The rep scheduled a tech to come out and check things out. The tech ended up replacing the x1 DVR box with a different one. Note that the box that was replaced worked perfectly before the outage. It took a few tried to get the new (different model) box to sync up and work. It was however sluggish and still is. My additional wireless box works perfectly fine, so it appears it is just the X1 DVR box. I've cleared the cache to see if that would work in settings, but that doesn't improve either. At this point not sure what it may be, except how the network interacts with the X1 DVR. Any advice would be appreciated.
Good morning @arcook01, and thanks for reaching out to us on the Xfinity forums with your issue, I hope this message finds you well. I am sorry to hear about the issues you are having with the DVR box, I know how frustrating that can be, but you have reached the right team that can get this resolved for you. You mentioned some of the troubleshooting you have done already, which is great. Have you checked the coax cable that connects the box to the wall and make sure its nice and tight?
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
Ok perfect, thank you for the information @arcook01. We can take a look at the box on our end. Could you please send our team a direct message with your full name and full address? To send a direct message: Click "Sign In" if necessary • Click the "Direct Message chat" icon • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line • Type your message in the text area near the bottom of the window, please add your full name and address • Press Enter to send it
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
So in my humble optinion, it is either in the network, or the new X1 DVR box (which is a lot bigger than the one that had previously worked) is the issue. Just my 2 cents.
XfinityVictor
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arcook01
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Having a lot of the same issues in SW Florida. A couple of months ago, we had an outage in the area for about a day. After I was notified, the outage was repaired, the X1 DVR (main box) was extremely sluggish for every action (changing channels, retrieving the guide, trying to get to streaming channels like HBO MAX, Paramount, Netflix & Prime, freezing, etc.). Shortly after that, the DVR X1 box was non-responsive. After an interaction via a phone call with a rep, and many restarts, nothing worked. The rep scheduled a tech to come out and check things out. The tech ended up replacing the x1 DVR box with a different one. Note that the box that was replaced worked perfectly before the outage. It took a few tried to get the new (different model) box to sync up and work. It was however sluggish and still is. My additional wireless box works perfectly fine, so it appears it is just the X1 DVR box. I've cleared the cache to see if that would work in settings, but that doesn't improve either.
At this point not sure what it may be, except how the network interacts with the X1 DVR. Any advice would be appreciated.
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