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user_661766
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2 Messages

Wednesday, March 15th, 2023 1:34 AM

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DVR playback issues

Nearly every DVR'd show crashes after 15-20 minutes, regardless of channel or time recorded. The show will stop and the box won't respond to any remote commands. After about a minute, a message will show up saying the recording can't be played, so we're redirected to the same show on On Demand, and stuck watching whatever commercials the particular app includes. What is the point of having a DVR service if you're just going to force us to watch On Demand programming?  I've rebooted the box, unplugged it, and even rebooted the router to no avail.

Question

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Updated 

2 years ago

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CCJimmy

Problem Solver

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492 Messages

2 years ago

Hello @user_661766, thank you for taking the time to reach out to us! We are happy to help with the DVR issue that you're having at the moment. We do want to help find a resolution. What troubleshooting steps have you taken up to this point? 

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user_661766

Visitor

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2 Messages

2 years ago

As I said above, I've rebooted the box, unplugged it, and even rebooted the router to no avail. 

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XfinityBillie

Official Employee

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3.3K Messages

I'd like to do some more in depth troubleshooting. Please send us a DM with your full name and address to Xfinity Support to get started. 

 

To send a direct message: 

Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
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. 
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address alongside a detailed summary of your request/question. 

 

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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.
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2 years ago

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