DVR pixilation but not on roku xfinity app

@mecc911thanks so much for taking the time to reach out to us regarding your issues with the picture on your DVR recordings. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your home and we want to do all that we can to assist. If I went through all of the trouble of setting up a recording for one of my favorite programs and could not view it I myself would be frustrated. I would love to get to the bottom of the issues with the recordings and the pixelation. Can you please reach out through private message with your first and last name, name on the account if different, service address and account number? If you’re having trouble locating this information, you can also reference our world-class MyAccount app to view all of your account details by the simple touch of your fingertips! Please follow the process here to learn how to obtain that information: comca.st/30x1qW2. 

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@mecc911 wrote:

 I have had ongoing issues with my DVR recorded programs.  These are at time unable to be watched.  With COVID Comcast wont dispatch a tech.  These recordings on the xfinity app are not pixilated but on my main TV which runs off of a box is where we watch most of our recorded programs.  I am frustrated and I'm not sure if its my XB6 or my cable box.  The cables in my neighborhood are brand new but I suspect there is an issue outside of my home some how.  

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do you just have the one set top box (not a second to use to temporarily swap out)? If you only have one please use voice remote 'about' and reply with the rest of the line to right of STB Version.