U

Visitor

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4 Messages

Wed, Feb 16, 2022 10:45 PM

Closed

dvr automatically creates a buffer of the program

I got a new set box.  The old one would create a buffer of the program I was watching up to 60 minutes. That way I could pause the show for 60 minutes before it started to play.  Or I could rewind for up to 60 minutes to see what already played. Now with this new box the buffering time is 25 minutes.  This has to be a setting somewhere, but the techies who I have talked to don't even seem to understand what I am talking about.  I even cut and pasted this;

"BUFFERED PROGRAMS Your DVR automatically creates a buffer of the program you are currently watching. The buffer temporarily records up to 90 minutes of the program and continues to buffer the channel until you switch to another channel, turn off your DVR or record a program. "

from the Xfinity web site and they still don't get it.

If the setting can be up to 90 minutes, why can't someone help me get they buffering up to 60 minutes?

Official Employee

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271 Messages

7 m ago

Hi there @user_6e5b9e

 

Thank you for taking time to reach out on our awesome Forums page for support with your X1 DVR concern. I completely understand the 'show buffer' you are referring to when DVRing an episode. I am sorry to hear the time frame has been cut down after you swapped your equipment.

 

I am trying to find some details on this feature for you. As I continue to research, can you confirm if you swapped out the box for the same model or a different one? As well, do you happen to know model of each cable box? You can check out the different boxes at https://comca.st/3p1N8vL;.

Visitor

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4 Messages

7 m ago

I am unsure which box we had before, it was bigger than this one and displayed the time, we’ve had it for at least 20 years. I wish I’d written the model down.  The new one we were told was the newer model of what we had. Model: Pace PX022ANM, it also has XG2v2-P on it.

Official Employee

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271 Messages

Thanks for those details! It sounds like you previously had our XG1 box which was the first version of the XG2 and did display the time. If you check out that link I provided, you will see a comparison list with the different boxes. It looks like the XG1 and XG1v4 were able to pause and rewind TV up to 60 minutes, where the XG2 is only able to do so up to 25 minutes. Unfortunately, there is not a feature on the box to switch this to a longer time frame. I do apologize for the inconvenience! 

I am an Official Xfinity Employee.
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Visitor

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4 Messages

Ok, I see. I’ll have to go back to the Xfinity store and ask for ARRIS and Pace XG1v3, Pace XG1v1 , or ARRIS XG1v4? Correct?

Official Employee

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342 Messages

Hello and thank you for reaching back out, that is correct! We just sadly don't have the ability at the moment to guarantee which locations, if any, might have the exact boxes you are looking for. I would however be more than happy to reach back out to you here once you stop by our Xfinity store location to make sure you were able to get the equipment you needed. Anything we can do to help get this taken care of for you, and get you the equipment you want!

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

Visitor

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4 Messages

I went into the store and they initially tried to get me to keep the box I had. I showed them the copy of our conversation and I think they actually understood what I was getting at.  She asked the boss and he told her where to find what I wanted. They gave me the Pace Model px013anm.  Exactly what I wanted. As a side note, with the other boxes, they remote seemed to be on a second or two lag.  With this box, like my old one, they reaction is instantaneous.   I am disappointed that Xfinity is giving out poorly designed set boxes, but I am very happy that I was able to get a good one without much problem.  

Thank you for your assistance!

XfinityPaula

Official Employee

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352 Messages

@user_6e5b9e Thanks for following up with us and letting me know that the store was able to get you the right device! It's nice to have the details on our support in writing sometimes. 😀Thank you as well for your feedback on how the remotes seem to lag on the new cable boxes. We are always looking to improve! I tend to see issues with the service pop up every so often with software updates. Hopefully it's more on the software side that we can easily update and not with the devices themselves. Please let us know if there is anything else that we can help you with!

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

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