Motorola DCX3400

Hello, @filhomer, thank you for reaching out in our forum and giving us a chance to help with your equipment issues. I'm sorry you've had issues with two cable boxes already, but I promise I have your back all the way on this. What type of issues is your current cable box having? When we ship out equipment, I don't have a way to guarantee the exact model, but I can certainly look into the best options to get this take care of.  

Hello, @ComcastMarcos, and thank you for replying. We have two of the same HD DVR boxes, and one of them has had some occasional pixelating and stuttering. It's mainly happened on the network stations (ABC, CBS, NBC), and SyFy might be the other one. My wife has noticed it the most during Jeopardy!, and even some recorded shows have had the issue. When that's happened on our other one, I unplug the HDMI cable for a short time and plug it in, and it seems to clear things up. It seems like a signal issue more than a box issue, with it affecting only a few stations.

A few years ago, I specifically requested a Motorola DCX3400, and one was tracked down (was either via chat or calling my local store). Not sure if I can call a local store anymore, but I do know that a specific model has been tracked down before, so I'm optimistic that one can be tracked down again. It was tracked down and was sent to my local store, where I picked up from there.

Thank you again for responding, and I hope to hear back from you again.

Thank you for all the details. I see it was affecting the major network stations, and you saw similar problems with DVR recordings. Is this something you are seeing with all the boxes in the home? It sounds like we've swapped the equipment, but the same problem remains. Do you see any issues with On Demand content for those networks as well?

Hello @ComcastVianney. It appears to be only on one box, and it appears to be quite random when it does happen. We've had this box for some time, and have never had an issue with it. As far as On Demand goes, there is no issue with those same networks, only live/recorded.

I appreciate all the updates. I'll gladly help troubleshoot this further and research the equipment available. I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to direct your message to us. Please add your first and last name to help us locate your account. Let me know if you have any questions.