DVR freezing

I am having issues with DVR freezing and audio cutting in and out. It's actually now happening when watching live broadcast tv. I pay way too much to have this poor quality of service. Is there a fix? Do I need a new STB? This one is about 3 years old.

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XfinityRichard

Official Employee

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1.4K Messages

28 days ago

Hi there, @user_36fxvd Oh no, I'm very sorry for the trouble you are having with your DVR, I know firsthand how frustrating that can be. Are you still experiencing issues with your DVR, if so please reach back out so we can look further into those issues and get you taken care of.-Richard

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user_36fxvd

4 Messages

Yes, still having DVR issues. Recently the STB seems to run hotter than usual. Perhaps defective?

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28 days ago

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XfinityJeniece

Official Employee

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2.4K Messages

Thank you so much for confirming! Have you checked all of your wiring to ensure that everything is tightly connected? I know my cat likes to get behind my TV and has been known to loosen my wires. Also, have you tried plugging the box into a different input on your TV to see if that helps with the connection?

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28 days ago

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user_36fxvd

4 Messages

I will check things out and get back to you

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27 days ago

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XfinityOrlandoM

Official Employee

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1.4K Messages

@user_36fxvd

Thanks for reaching out, it is possible that the device is defective, have you tried to do any troubleshooting on the DVR box by unplugging the power cord from the back of the box for 30 seconds and plugging it back in? Also this link https://www.xfinity.com/support/articles/tv-troubleshoot-xfinity-app has great information on how you can troubleshoot your TV services through our awesome Xfinity app. If the app doesn't fix the TV issues remotely it will connect you with one of our awesome Xfinity chat agents who can go through the process of setting up a technician to come out and fix the aissues

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27 days ago

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PinotNoir

Visitor

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3 Messages

I am having issues with DVR recordings freezing and then skipping forward 15-20 seconds after the freeze. This is not happening on live TV or On Demand. I have rebooted the DVR multiple times, and my cable connections or signal strength are not the issue. Just on DVR recordings. Do I need to replace my DVR?

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27 days ago

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user_36fxvd

DVR freezing

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