U

Visitor

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3 Messages

Fri, Aug 13, 2021 2:57 PM

DVR pixelation

I see this is an ongoing issue for others with Xfinity DVRs.

I have had a service call to fix outrageous pixelation in the playback. I asked for a new box as I believed it would correct the issue.  Comcast said it wasn’t the box and ran a few checks.  They decided they needed to do a refresh.  I agreed.  The refresh reduced the pixelation problem but did not eliminate it. It is progressively getting back to where it was. It stalls in the middle of recordings with a message that is having a problem. Sometimes the recording jumps to the end.  Picture freezes…. Frustrating is not a strong enough word to describe how we feel.

I ask again, would it be helpful to get a replacement?  I’m not really keen on the idea of sitting through a refresh process and waiting to see if the problem goes away.  This type of customer service puts the burden on the customer. 

Xfinity, what say you?

Official Employee

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3K Messages

5 m ago

Hi, user_46dc15. Very sorry to hear about the ongoing service issues. Our goal is always to help you get to the bottom of the service issue as quickly and as easily as possible, that is what we're here to help you do. We aren't able to thoroughly diagnose remotely, as there are so many potential factors/variables that can contribute to different types of service problems. Especially with ongoing service problems and especially with ongoing pixelation problems, we typically recommend having a tech out to ensure a more thorough resolution. While we completely understand where you're coming from on wanting to swap out equipment, the problem there is that you could spend all the time and effort swapping the equipment just to find that you continue to experience pixelation. That generally isn't a great spot to be in either. If you insist that swapping equipment is what you'd like to do, we are willing to help you make that happen. Otherwise, getting a tech back out (we realize it's not the most convenient) is going to give you the greatest chance of reaching a solution sooner than later. Let us know what your thoughts are, we're here to help. 

Regular Visitor

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4 Messages

@XfinityMorgan

We have the exact same problem !!!!

Old (HDD?) box died so we got a new box (cloud based ?) box.  Oftentimes during playback of recorded shows (all channels) the picture and audio is pixelated, skippy, and frozen, sometimes losing 20 seconds or more blocks of scene/dialog. When watching live I do sometimes notice occasional short blips but the frequency and duration during recorded shows is significant.

 

Remote is also much slower to react to commands (ff, rw, etc.) sometimes freezing for several seconds to where I have to shut off/restart the tv. I have restarted box, checked connections.

 

Do I just have a faulty box? Do connections or settings need to be updated since I have gone from no DVR to having a DVR? What is my next step? Thanks

Bill (Stow, MA)

Official Employee

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455 Messages

Hello and thanks for reaching out @william.p.conley. I am sadden to hear that you are having DVR issues like this. It is has been a couple of days since you posted this. Are you still having issues or are they resolved? 

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Visitor

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2 Messages

3 m ago

I am having the same problem, and have been for about a month. I was thinking of returning my box also, but after reading the above message, realized that it may not be the box. But how can so many people be having the same problem? I've read other posts where they are having similar probloms.

XfinityKorie

Official Employee

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560 Messages

Good morning, @user_eb72bb. There could be many factors that are causing pixilation. Are you only getting this issue with DVR recorded shows? Does it happen on all programming or certain ones? 

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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1 Message

2 m ago

I have been experiencing this same issue for at least a year. Our symptoms are most similar to many in this thread. Pixelation occurs primarily on a few (mostly network) channels.

https://forums.xfinity.com/conversations/x1/new-dvr-playback-pixelated-skipping/60334b8fc5375f08cd733a8f

I will try a system refresh, but would love some additional support, as it sounds like a tech visit is often required for diagnosis.

Thanks!

Official Employee

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67 Messages

Hello, @user_017876. Thank you for bringing this to our attention. A system refresh may be just the thing to get this resolved, but if that doesn't work we'd love to further investigate this issue together. Would you be willing to send us a private message with your full name and address?

 

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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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1 Message

17 d ago

I am having the same problems as the posts above and have been since having an X1 box for a year. Recordings will pixilate, freeze at times, and jump in the recording. This does not happen to live tv, on demand, or to recording watched on the app.

Regular Visitor

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4 Messages

@user_921c3c - I will tell you what the Comcast tech told me - "A lot of people are having this problem ... it is almost always due to a faulty box.  If you have the problem, swap your box at the nearest Comcast office."

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