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user_gggs26
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Visitor

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3 Messages

Thursday, June 18th, 2026 4:31 AM

New Cable Box unreliable on playback

When I try to play back recorded programs, the sound frequently drops out.  Some times I cannot even play back a recorded program.

This has started to happen with the new DVR box.  When will you fix the system so it is reliable?

Thanks,

Bill [Edited: "Personal Information"]

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Updated 

9 days ago

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XfinityChelseaB

Official Employee

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2.4K Messages

20 days ago

Hello @user_gggs26, Thanks so much for taking a moment out of your day to leave a post on our community forum and we would be happy to help. Check out our Troubleshooting Cable Help Guide and let us know if that helps resolve the sound concerns. 

(edited)

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user_gggs26

Visitor

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3 Messages

Cycling power did not help.

As far as I can tell, the new system that no longer stores recordings locally is not up to the task.

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13 days ago

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XfinityQue

Official Employee

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724 Messages

When you're saying it is not up to task, what do you mean? Audio is lagging? 

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 as Best Answer.tick

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11 days ago

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user_gggs26

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3 Messages

Sometimes the audio cuts out and I hear nothing.  Sometimes if I rewind a little and replay I can hear the missing audio.  Sometimes the video freezes.  The replay is not reliable.

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9 days ago

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XfinityCarolyn

Official Employee

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292 Messages

@user_gggs26 Thanks for reaching out to us about your TV service. I do apologize for any inconvenience this may have caused you, and I would be more than happy to assist you today. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
 
Here are the detailed steps to direct message us:
 
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message


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 as Best Answer.tick

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9 days ago

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