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laubermi
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Wednesday, July 30th, 2025

DVR playback freezes and then ends without able to watch the recorded show

The DVR playback on TV has issues. I have followed all troubleshooting suggestions - like resetting the Set top Box, but continue to have issues when playing back a recording from DVR. I am able to start the playback but it will freeze and then end and end up having to fast forward to get past the spot where the freezing started. Also have issue with Live playback. When watching from xfinity stream, do not have the same issues.

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9 hours ago

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newbie6

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18 Messages

7 days ago

Same issue here with 4K dvr.  Started this week.  In the 3 months since you posted, have you resolved the problem?  If so, how?

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sheryltoo66

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58 Messages

2 days ago

I am having the same issues plus other issues. It's so frustrating. We keep having to turn off the TV and restart it which sometimes works to allow us to finish watching our recording but when that doesn't work, or it happens a few times in less than an hour, we'll reset the DVR. This has been happening every single day for the past few weeks. I thought perhaps I needed to replace the 4K dvr but it also happens with a second TV in my home. No wires have been touched so I can't see that being an issue.  Has anyone figured out how to stop this from happening?

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newbie6

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@sheryltoo66​ I haven't figured out how to stop it from happening but I have found a work-around that allows me to watch recordings made via my 4K DVR cable box that freeze or spontaneously return to the beginning of the recording but stop again at the same place and fail to allow me to view the remainder of the recording.  I have Roku set-top boxes.  Xfinity has an "Xfinity Stream" channel which can be loaded into the Roku's home screen.  When I log into my account from the Xfinity Stream channel, I can do everything I can do directly from the 4K box via the Xfinity remote control.  I can set, view, delete, fast forward, etc. using the Roku remote to control the Roku's Xfinity Stream channel.  Via streaming, none of the problems with the box occur.  I don't know if Xfinity Stream channels are available to load onto other streaming platforms, but if you have a Roku TV, I'll guess you certainly won't need a secondary set top box.  Can't speak for Amazon Fire Stick, or "smart" TVs that use Android operating system firmware and can load apps from the Google Play Store.  Worth looking for the Xfinity Stream app if you use a non-Roku streaming system.

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2 days ago

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XfinityEricB

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2.6K Messages

 

sheryltoo66 Thanks for reaching out about the DVR freezing issue. I would be happy to look into what has been causing this for you. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person".

Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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9 hours ago

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