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user_220c91
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Thursday, September 23rd, 2021 2:02 AM

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DVR'ed programs pausing/freezing and unable to be viewed

A few programs that I have DVR'ed over the past week have had difficulty with playback. This also happened a few months ago, but now that fall TV programs are back I'm seeing more issues. The eps are fully recorded. I begin watching the show, then it pauses and then freezes for 30-60 seconds, then the screen switches back to regular cable. When I attempt to watch again, the same issue happens at the same point in time. I do have a few different shows recording at once, but never more than 2 at a time. This also occurs at various points of the episodes-- one at 30 sec, one at 22 min, one at 30 min, etc. Any help is appreciated.

Question

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Updated 

3 years ago

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CCChe

Official Employee

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6.9K Messages

3 years ago

Hi @user_220c91, and thank you for sharing those details here on the Help & Support Forum. I'm sorry for the experience you're having and would like to help find a cause for the recording/playback issues you're having. Are all of these recordings from the same network or channel? Can you provide a few names of the shows? 

 

We can start by checking for other reports of this issue and checking for things like signal issues and noise on the line. Please click the Direct Messaging chat icon in the top right corner of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first/last name and full address so we may further assist you. 

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mike_e133

Contributor

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64 Messages

3 years ago

0

user_5c6909

Visitor

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2 Messages

3 years ago

Mine is doing h the same, picture freezes at about the 3/4 mark and sound continues. All DVR. 

2

user_873033

Visitor

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1 Message

@user_5c6909​  this happens all the tie or me too.

3 years ago

0

XfinityDemitrius

Official Employee

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1.3K Messages

i @user_873033,

We would be more than happy to look into any issues you may be encountering. Are you experiencing the issues on the Xfinity Stream App, Xfinity Stream Web Portal, or on the DVR set-top box? Would you also let us know if you are getting an error code or error message populating? Please let us know at your next available convenience. 

I am an Official Xfinity Employee.
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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_5c6909

Visitor

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2 Messages

3 years ago

Mine is doing the same three-quarter Mark give you a recording sound no picture picture freezer can’t you just fix 

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XfinityAldrik

Official Employee

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1.7K Messages

Hello @user_5c6909, thank you for reaching out to us on our community forums. Could you please send our team a private message with your full name and full address? Our team can most definitely take a further look at this DVR issue. 

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

I am an Official Xfinity Employee.
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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

Anon502317

Not applicable

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2 Messages

I am having the same issue! Very frustrating!

3 years ago

0

CCEthan

Official Employee

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1.4K Messages

Hi, @Anon502317. We definitely want to resolve any issue you are having. It is normally better to create your own post in our customer service area with detail and everything you have done to troubleshoot. Doing so gets a quicker response from us. Can you give me details on your issue? Is it only certain shows/channels or random? Do these recordings do the same thing when played from the Strem app? I checked your signal to the house and overall it is pretty good. 

I no longer work for Comcast.

I am an Official Xfinity Employee.
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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_40f297

Visitor

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1 Message

3 years ago

I’m having the same problem. It happens sporadically. During playback of a recording, the video will freeze for the rest of the show but the audio continues.  Seems to be a problem in the DVR itself because it happens on any any device (STB or IPad or streaming portal) at the exact same spot in a recording. Could it be related to several people watching a recording while the the affected show is being recorded? seems to be happening much more often lately. Perhaps I need a new DVR? 

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CCStephanieK

Problem Solver

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909 Messages

Hello, @user_40f297. I'd like to look into your equipment further to see what may be causing it to freeze the video while watching your recordings. Does this happen on particular channels or shows or all recordings? What DVR box model do you have?

I no longer work for Comcast.

3 years ago

0

user_8b082c

Visitor

3 years ago

I have the same issue at all times when I am watching a recorded show.  It will freeze and pause at all different times during the recorded show.  It has been going on for months on end.  Even the dialogue will be stopped or  stuttered.  I often have to switch to my computer to watch.  Any help is appreciated.

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XfinityVianney

Official Employee

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1.7K Messages

Hello, @user_8b082c. I'll be glad to help troubleshoot. You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your first and last name to help us locate your account. Let me know if you have any questions.

I am an Official Xfinity Employee.
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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

phillip_l

Visitor

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2 Messages

3 years ago

I am having very similar issues where it will freeze up just on my dvr recordings but not when i stream them from the xfinity stream app. I only have the one box in my house so it records it fine it is just playback that does not work. I have x1 dvr model xg1-v3

(edited)

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user_c117b5

Visitor

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1 Message

Same problem--can't find solution over phone or in forum.  Maddening. any help?

3 years ago

0

mike_Z

Contributor

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54 Messages

Which specific X1 box do you have? I have a non X1 box and am considering a X1 box but I keep getting conflicting answers on whether it records on an internal hard drive or the 'cloud'. Don't want to get a buggy model. My current box let us watch recorded content when live TV was not functioning to do a outage problem.

3 years ago

0

XfinityArmand

Official Employee

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1.9K Messages

Hello there @user_c117b5!  Thanks so much for taking the time to reach out to Xfinity here on out Community Forum today to voice you DVR service concerns.  We are so glad to hear from you and want to make sure that this gets resolved for you.  This is not at all the experience that we want you to have with yours service and are committed to making sure this is fixed.  No worries!  You have reached out to he right team of specialists ready and able to help.  Let's get started!  First, please feel free to shoot us a private message with your full name and complete service address so that we can get started.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://comca.st/3pK04Wp 

 • 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

I am an Official Xfinity Employee.
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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_e6ceb9

Visitor

 • 

1 Message

3 years ago

I'm also having the same problem with my DVR recordings freezing and skipping. I've restarted all boxes, I've also system refreshed all my boxes multiple times and It doesn't work. I'm at the point where I want my money back or I am going to switch providers.  

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CCAmir

Gold Problem Solver

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7.2K Messages

Hi user_e6ceb9, we can help you with your freezing issue as well. Just follow the steps that CCArmand provided with your full name and street address. 

I no longer work for Comcast.

3 years ago

0

mike_e133

Contributor

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64 Messages

3 years ago

Mine hangs too, hangs up watching recorded shows, might play the same 3-5 seconds over and over, might just freeze up together, might ask me if I want to delete the show when I haven’t even finished watching it yet. Happens on all recorded shows. This is a new box, restarting/refreshing/unplugging does not solve the issue. The tech that was here a week ago said everything outside is ok.

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user_2f7fba

Visitor

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1 Message

3 years ago

Im having the same issue. It happens for Bravo shows and This Is Us recordings. 

2

CCMiguel

Gold Problem Solver

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358 Messages

@user_2f7fba, hi. I can help you with this concern. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

 

I no longer actively support the Xfinity Forum or work for Comcast. 

3 years ago

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user_9c8d70

Visitor

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3 Messages

@user_2f7fba same thing is happening on my recordings. How did you get this redoing you did? 

3 years ago

0

user_f5ab89

Visitor

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1 Message

3 years ago

I’m having the same issue with bravo recordings 

3

XfinityDemitrius

Official Employee

 • 

1.3K Messages

We can certainly help take a look at a few things. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line 

I am an Official Xfinity Employee.
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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_6de33c

Visitor

 • 

1 Message

@XfinityDemitrius

I am having the same issue. I get 5 minutes into a show and then the screen pauses and the audio continues. I don't see where I private message you. 

3 years ago

0

CCJennifer

Problem Solver

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743 Messages

Hello @user_6de33c! I hate to hear you're experiencing this trouble with your cable service, this is never the experience we want for you.

Could you please send our team a direct message with your full name and full address?

 


• Click "Sign In" if necessary

 


• Click the "Direct Messaging" icon or https://comca.st/3Kv2rpQ

 


• 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

I no longer work for Comcast.

3 years ago

0

HG1989

New Poster

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2 Messages

3 years ago

Ugh! I am having the same issue on all my boxes and had a technician out yesterday to replace my main box! This is ridiculous!

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Arturo.i

Visitor

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14 Messages

3 years ago

I've had the same issue for a whole year, going on 2 yrs that I've had the service. They told me first that the slowness was how far I am away from the box, noise and such. 

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mike_e133

Contributor

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64 Messages

3 years ago

This week Comcast came out because like many of you the programs were loading slow, fast forward and backwards didn’t respond for 30 seconds,  watching a show it might ask in the middle of the program if you want to delete it even though you were not done watching etc. etc. 

When they came out they said my TV was getting to much signal. They put an amplifier outside in the box which I was told would even out the the signal up and down stream. This did not work. The next day a Comcast quality control employee came out to check the work that was done. He said he didn’t like the fact that the box would not longer shut because of the amplifier, he also thought that the line from my house to the pole should have been replaced. He said he would contact the supervisor (which turned out to be the same guy who did the work). A few days later two guys came over. They replace the line and installed a bigger box on the house. In the meantime I had taken my X-1 DVR into the Xfinity store to get a newer model. They gave me model PX022ANM.

           So far everything is working great. I think this is the box everyone needs. This box is quiet too, the last box and the previous one before that sounded like there was a hard drive inside and they also made a low whistling noise which was bothersome when the TV was off. Also I had installed this box before they replaced the line from the house to the pole so I assume the line was not the issue.Hope this helps.

(edited)

4

Arturo.i

Visitor

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14 Messages

@mike_e133​ did you have to pay for the upgraded box? I keep thinking that's the issue; that I have an older model.

3 years ago

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mike_Z

Contributor

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54 Messages

It's probably best that they changed your line from the pole. Comcast had blamed my neighbor's inside wiring in the attic that could not be accessed easily. For almost 2 years she had problems with her internet service (had already canned their TV service because of cost), they reset it a couple of times per week and it would be better for a while. When another technician came out for a call, he noticed the overhead line from the pole was in poor condition and replaced it all her problems when away! Probably10 different technicians failed to noticed the poor outside line and just blamed the inside wiring.

Does the PX022ANM support all the apps? Does it have a digital optical port (usually yellow or orange) to connect to a surround receiver? I have a PX013ANM and had to put it with the basement TV because it was so noisy. The XG1v4 has bluetooth and no digital audio out so we couldn't accept that one.

3 years ago

0

mike_e133

Contributor

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64 Messages

@Arturo.ibarra​ no also i got that number off xfinity web site.the box itself say XG2V2-P

3 years ago

0

XfinityJosephA

Official Employee

 • 

1.4K Messages

@Arturo.inarra, most of the time there is not a cost difference for a newer box. We can take steps to get you a new box and check your signal quality. Use the Direct Message icon at the top of the page to send your name and service address to "Xfinity Support." 

I am an Official Xfinity Employee.
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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

mike_Z

Contributor

 • 

54 Messages

3 years ago

Is the PX022ANM a DVR?

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mike_e133

Contributor

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64 Messages

@mike_Z​ yes and the number I said was what Xfinity had listed in my account, the box itself says xg2v2-P

3 years ago

0

user_4cf039

Contributor

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18 Messages

3 years ago

Xfinity won’t help you on these forums. Everything they are recommending doesn’t work. File a complaint with the FCC. I have done this and Comcast corporate is now engaged. The more people that do this brings awareness to the problem. Comcast has now been out to my home twice. They think this is a hardware (equipment) and/or signal (wiring) problem but it’s not. They came out replaced hardware and checked wiring replaced them still same issue. File the FCC complaint. 

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