DVR click forward will jump to the beginning of the recording - corrected

@XfinityJodie​ 

Rebooting the DVR did no solve it.  That’s the only thing I can think of.

Thank you for trying to reboot the DVR @user_qi3a40, that's always a good first troubleshooting step to try. We'd be happy to take a closer look at your equipment and run some tests. To get started, can you please send us a Direct Message with your first and last name along with service address on the account including any applicable unit or apartment numbers?

To send a "Direct Message" ("Private") 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
• Press Enter to send it

We look forward to working with you. 

I am having the same problem. Any time I fast forward a recording, it jumps back to the very beginning.

Hey, @user_6l8q9k! Thanks for reaching out to us on the forums! I apologize to hear that you are running into this issue as well. Can you let us know what troubleshooting steps you have tried so far?

Hey @user_tqo15j, thanks for letting us know you are having the issue too. Does it do the same thing when you press the page up button?

No, pressing the page up button jumps the recording forward 5 minutes - I don't think it's made it jump back to start of recording.

Thank you so much for the response and for letting us know. Has this only been having on certain shows or all of them?

It happens sporadically, around several times per week.  Today it happened during the recording of the DirectTV Holiday Bowl on FS1.  I was watching the recording while the game was still playing, and went to forward to the end of the recording to go Live, and instead of going to the end of the recording it jumped back to the start.

We are glad to take a closer look at this for you @user_tqo15j.  No worries!  You have reached out to the right team to get things on the right track for you.  So that we can get started, please feel free to shoot us a private message.

To send a "direct message" / "private message" message to Xfinity Support:

 • 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

 • Press Enter to send it

My solution… I think I’m going to go back to DirectV.

No, it has not been resolved.  My theory is most users who experience this issue probably don't take the time to post in this community where the problem gets visibility between other users.  When one calls support, the issue will probably not get reported internally so there is no momentum being generated.  It's especially troubling that a customer service rep, and employee, experienced the problem and there has been no resolution.  Xfinity needs to get an engineer on this problem.  Until then, it's an absolute waste of time to go through the infinite loop of contacting first tier support.  This post has generated some activity, although probably not enough to get their attention.  It's probably going to take one of their executives experiencing the problem themselves before this will even get a look.     

@user_tqo15j offered a workaround that my wife has been doing that relieves some of the frustration:  "I'm having the same problem.  I often pause before I fast forward to note the time elapsed so if the recording jumps back to the start I'll know where to go back.  Sometimes If I immediately exit the show when it jumps back to start it will go back to the right spot when I Resume show". 

I am a sports fan. It’s super annoying when this problem happens near the end of a game. To compound the problem I FF to where I was and even if I’m not touching the remote, it goes back to the beginning of the recording after a few seconds.And there’s no way to stop that from happening. I just gave up and looked at the final score online.

Hello @jdawg90, thank you for taking the time to reach out on social media.  I understand your concern with the DVR, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

@user_qi3a40 Hello! Thank you for reaching out to us here on our Community Forum. Can you please send us a Direct Message with your full name and address? We'll be happy to investigate this further for you. Here are instructions on how to send us a DM in case you need them:

 Click "Sign In" if necessary
  • Click the "Direct Message" icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

I'm having this problem too.  I have dealt with it in two ways:

1. press pause, unpause, then try FF and RW.  For some reason this works--if I don't pause first there's a 50/50 chance the video will scrub all the way to the beginning or the end

2. I tapped "EXIT" on the remote 3x and then typed 0030 on the number pad.  This made my page up and page down skip fwd/back around 10-15 seconds.  I got this idea from this old post: https://www.cnet.com/tech/home-entertainment/how-to-program-a-30-second-skip-button-for-xfinity-x1/ 

> Xfinity needs to get an engineer on this problem.  Until then, it's an absolute waste of time to go through the infinite loop of contacting first tier support. 

You might be right...but it's hard to know how the engineering backlog works at Xfinity.  Unless a product manager or similar person is looking through the forums, they probably only become aware of these issues through some kind of ticket / task system.  It's also likely they have some kind of priority/severity system--if enough people have the same issue and if the support rep creates a ticket that's linked to an existing issue, then we might actually get someone to actually debug whats going on.  

> It's probably going to take one of their executives experiencing the problem themselves before this will even get a look.

This is 100% true haha.  They won't go through customer service, they'll just ping some senior engineering manager it will magically be a P0 on their roadmap.

@user_l3abkm Hello there! Thanks for reaching out on our forums and letting us know you are having this interruption. I know how annoying this can be. I have very limited time to enjoy my shows with 2 young kids on my heels, so when I have the time I want it to work perfectly!
Based on the details it seems like there could be a signal issue since you have tried multiple cable boxes. Do you use the Xfinity Stream app as well to access your recorded programs? Do you have the same trouble within the app with trying to fast-forward? I would love to help have this corrected for you. 

I am having the same problem  Rebooted etc  no help 

@Moorecards1 Hi there! Thank you for sharing that you have this expereince as well with the program restarting while trying to fast-forward. I'm sorry, I know this can be annoying especially when you are trying to skip commercials and possibly save time while watching your shows. Have you noticed it happening with every recording or only certain ones? I would love to help out to have this fixed for us. 

Hey @user_0fupp1,

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