Issues with DVR playback

For almost two years we have been dealing with this issue and several others @ Xfinity.

Internet issues

TV. Issues

DVR playback issues. Choppy / Pixelated

total ruins the show. Cuts out at important points in show. Shuts down. Cuts off show.

AND I HAD TO PAY $20 MORE FOR THIS A MONTH. I HAVE PAI OVER 500.00 FOR THIS TERRIBLE SERVICE.

HAD TECHS OUT. NO RESOLVE

TECHS OUT AND CHARGED 100.00 OF DOLLARS FOR NOTHING.

THIS IS NOT ACCEPTABLE!

Rebooted/ Replaced equiptment/ Reset equiptment/ still bad service...

Heaven forbid you try to call and speak to a human.....1 hour playing on the phone with computer everytime you call.....

I pay 400-500 every month for years...Been with these people since 1984......SAD CUSTOMER SERVICE!

Responses

EG

Expert

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110K Messages

2 years ago

The concern is not "Xfinity Home Security / Devices And Equipment" help related. Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

(edited)

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Cliff_C5

Visitor

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2 Messages

2 years ago

No this was not any help EG. This even shows again how absolutely bad customer service is @ Xfinity. They have not even attempted to contact us to help with this issue. Real sad.

Xfinity rep will tell you cancel / don't cancel matters not. There are 100's to take your place.

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user_d86c0b

Visitor

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1 Message

Was there ever a solution? I’m having the same exact issues. It’s so hard to get help, I’m thinking of going back to AT&T.

please reach out to me!

2 years ago

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CCChristian

Contributor

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127 Messages

Hello @user_d86c0b I am terribly sorry to hear about the trouble you are having with your DVR playback. You have gotten in touch with the correct team, and we will do everything we can help you with this today. Just to make sure I don't repeat any troubleshooting steps, can you please share with me what troubleshooting you have tried already?

I no longer work for Comcast.

2 years ago

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user_a0c0ef

Visitor

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2 Messages

2 years ago

I am having the same playback issues. How is this fixed?

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CCEthan

Official Employee

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1.4K Messages

@user_a0c0ef I appreciate you letting us know and we can make sure this gets taken care of. I checked you signal data and there are several areas that are out of specification. This normally points to a physical impairment on your premise. Make sure all coaxial cables have no bends and that the end connectors are in good condition and tight. If there are any splitters involved, let me know. AS this will most likley require a technician visit, please direct message your name and address to work on it.

Make sure you are signed in to forums

1. In the top right corner, you'll see a little chat icon(direct message) near the bell icon.

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

I no longer work for Comcast.

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.
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2 years ago

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user_a0c0ef

Visitor

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2 Messages

2 years ago

If there is a fix. So annoying. I pay for it don't want to watch on demand with commercials.

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Dandog

Visitor

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1 Message

2 years ago

Hi, i am new to xfinity and have been dealing with this same exact issue. And yes its so frustrating. It ends up ruining my show cuz i get so aggravated.

Have you ever been able to get yhis issue resolved with them? Or still the same round and round?

Its amazing for how EXPENSIVE their service is, that we have to deal with this.

As much as i hated directv at tikes, i must say, by comparison, directv dvr playback was EXCELLENT! I might end up going back once contract expires here and i can go back.

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ccRuben

Retired Employee

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729 Messages

Hello! I am sorry to hear this issue is happening to you. Please send us a direct message with your name and address. We will be happy to help. Thank you.

2 years ago

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user_0a8fe1

Visitor

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11 Messages

2 years ago

I have the same issue. 90% of the recording is fine but that 10% ruins the show I recorded... pixelated picture/sound cuts out.

If it try to record two shows at the same time, it's even worse. Neither show is watchable. Yes, cables are secure. I have restarted the box including turning the power off.

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Customer Service

Cliff_C5

Issues with DVR playback

EG

Cliff_C5

user_d86c0b

CCChristian

user_a0c0ef

CCEthan

user_a0c0ef

Dandog

ccRuben

user_0a8fe1

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