DVR Watching Recorded Show

While watching a recorded sporting event, I often fast forward fairly frequently through the game. I've noticed, especially with the current cable box as compared to the previous version, that it is much slower to react to my remote control requests. In addition, it gets confused very often, and even sometimes goes back to the beginning of the recorded show, leaving me with having to locate where I was when the error occurred. It also seems to gradually get worse and worse over time, leading me to believe that there is a memory leak. It gets so bad at times that I have to reboot the cable box. This is not an unusual circumstance. As I said, it is worse with this newest model of the cable box versus the older model of the cable box I previously had. Is there any way to demonstrate this to somebody so that they can fix what appears to be mostly a software issue?