Skip to main content

    Support

    Offers

U
user_4850c9
1st Topic

2 Messages

Friday, September 29th, 2023 3:58 PM

Closed

Known issue with DVR’s

DVR recordings freeze, sound goes silent and sometimes just doesn’t work. Have reset box and refreshed system many times. Heard this is a national issue and want to know what is being done about it and are they going to upgrade software in boxes?

Question

 • 

Updated 

2 years ago

39

1

0

XfinityJoe

Official Employee

 • 

765 Messages

2 years ago

@user_4850c9 We would be happy to look into this with you. 

Please send us a DM with your full name and address to Xfinity Support.

To send a direct message:

Click "Sign In" if necessary

Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

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

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

An "Xfinity Support" graphic replaces the "To:" line.

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

2

0

user_4850c9

2 Messages

We have been having this issue with our DVR's for several weeks now. The playback freezes and/or the sound cuts out or it just doesn't work and we end up having to watch on demand. We were told this is a known issue and I would like to know what is being done and when you expect to have it fixed? I have signed in so you should have my name and address on file.

2 years ago

0

XfinityDena

Official Employee

 • 

3.2K Messages

@user_4850c9 due to account security we do need to verify each person we speak with in a Direct Message even if you are signed into your account. If you would like to send us a message confirming your name and service address we can continue on the public platform as long as we are not providing any account specifics. Otherwise, to keep your account secure we would need to jump back in to a DM. 

 

I want to make sure we are respecting your time and not repeat the steps you have taken previously outside of rebooting your box. What additional troubleshooting steps have you taken? Have you also rebooted your modem?

 

I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!

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.tick

2 years ago

0

forum icon

New to the Community?

Start Here