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mwmcrae
1st Topic

Visitor

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1 Message

Wednesday, September 22nd, 2021 12:08 AM

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DVR Keeps Freezing

The DVR playback in our master bedroom keeps pausing, skipping and freezing up. Cables have been checked multiple times. Everything has been reset and refreshed but nothing seems to fix it.

Question

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Updated 

3 years ago

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CCAaron1

Problem Solver

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954 Messages

3 years ago

Hello @mwmcrae. I am sorry to hear you are having DVR playback issues. I would love to assist you with getting this resolved. Let's get your account pulled up and start troubleshooting. Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

  • Click "Sign In" if necessary 
  • Click the direct message 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 
  • Type your message in the text area near the bottom of the window 
  • Press Enter to send your message 

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user_67dea7

Visitor

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1 Message

3 years ago

Having the same issue here, DVR playback has been horrendous on any set top box, and just about every recording. Recently had all cables checked out and re-run, switched out router, nothing fixes this. It’s incredibly frustrating. 

4

XfinityAmandaB

Official Employee

 • 

1.6K Messages

Hello there @user_67dea7 thank you so much for reaching out for help with your DVR play back issue. This sounds like you may need an account refresh done. This is one of the great troubleshooting options we offer using the Xfinity My Account app. I would give that a try if you are still running into issue with your playback.

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

3 years ago

0

user_8fc3f8

Visitor

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2 Messages

OK but i have multiple accounts  please make sure it is the one at (Removed Customer specific information)

(edited)

3 years ago

0

user_8fc3f8

Visitor

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2 Messages

how do i get a refresh

3 years ago

0

CCKimberly1

Official Employee

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842 Messages

Thank you for reaching out to me. I do appreciate your time and patience. My name is Kim, and I am here to help. May I please have your full name, so I can look into this for you? -KimberlyB

I no longer work for Comcast.

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

3 years ago

0

mike_e133

Contributor

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64 Messages

3 years ago

I have the exact same problem since my DVR was replaced due to recording conflicts. Now all the shows recorded on my 4K DVR are slow to respond, freezes up then sometimes starts the show over or sometimes it will ask if I am ready to delete even though I have not finished watching the program yet. Rebooting or unplugging doesn’t do anything. Internet is fine, cables are tight etc

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CCMichelle

Problem Solver

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788 Messages

Thanks for taking the time to reach out to us regarding your issues viewing recordings on your replacement DVR. I am so very sorry to hear that you have had this issue. I am entirely reliant on my DVR for everything I view and would find this entirely frustrating. I would love to look further into the issue that you are having. Can you please reach out through private message with your first and last name, name on the account if different and service address? 

 

To send a direct message:
 
Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily. 
Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/3CniqRJ
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

I no longer work for Comcast.

3 years ago

0

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