Visitor
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3 Messages
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?
CCMorgan
Gold Problem Solver
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3.3K Messages
3 years 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.
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user_eb72bb
Visitor
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2 Messages
3 years 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.
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user_017876
Visitor
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1 Message
3 years 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!
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user_921c3c
Visitor
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1 Message
3 years 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.
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