new DVR playback pixelated, skipping

Hello! I can also help review your equipment and service. I see you've listed various issues, and I'd like to help narrow things down. I understand the problems are also visible on live TV in both SD and HD at times. I appreciate the troubleshooting steps you've done by restarting and checking the cables.

I ask that you reach out privately, so we can cover the details of your account. 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 have this same issue with my recordings.  Very frustrating.

please help!

Hello @Ktmsu7878. Pixelation and freezing can be caused by a wide variety of things and we would need to take a closer look to be able to fix it. Please send us a Live Chat with your first and last name as well as your service address so we can assist. 

To send a Live Chat, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

Hello, @user_f6943f. I wanted to check in and see if the new cable box has resolved the problem for you or if you still need additional assistance. Are the new recordings doing alright? We want things working great and are happy to assist!

I have the same problem with recordings every single day. So no, the problem is not resolved.

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! We are deeply sorry to hear that you are still experiencing issues with recordings and would love to assist you further. Please send us a private message with your name and service address to Xfinity Support by clicking the chat icon at the top right of the page.

Hi, thanks for reaching out! We're happy to help. Can you please click the Peer to Peer chat icon at the top right 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 and last name so we may further assist you.

Hi there, @user_bb1a36. I'm sorry to hear you're experiencing signal issues with your cable box. I'd like to run a few tests on my end to see where the signal levels are and help fix the pixelation and picture quality. Please send us a chat message with your first and last name. The Peer to Peer chat icon is located at the top right of the Community Forum page, clicking on the chat icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

Good morning, @user_e08792. I'd love to help dig in and figure out what's causing all your connection issues. Can you please send us a PM with your name and address?

To send a private message, please click on the chat icon on the top right next to the bell. Please make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

Hello @user_930f44, thank you for taking the time to reach out to us today. We completely understand the frustrations that come with not being able to properly record shows, and our team is here to help! In order to properly troubleshoot and capture your account details, we will need to move this to a private message for further assistance. 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 forums page. 

Here's the detailed steps to direct message us: 

Click "Sign In" if necessary

Click the "Peer to peer chat" 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

Let me know if you have any questions.

Hello there @waldeckk2!  Thanks so much for taking the time to reach out to us here in the community forums.  We are so glad to hear from you and ready to assist in any way that we can. You have certainly reached out to the right team, and we are going to get you squared away. Let's get started!  I am going to need to take a closer look at your account.  That way I can view your device to pinpoint what is causing this issue.  So could you please shoot us a private message with your full name and complete service address?

Hi there @emalia17!  Thanks so much for taking the time to reach out to us here on our Community Forums.  We are glad to hear from you and ready to assist with this in any way that we can.  You have reached out to the right team, and we are going to get things straightened out for you.    We would love to assist in troubleshooting this issue in hopes of getting this taken care of.  Can you tell me if when the issue occurs, are you showing any error messages/codes or just the distorted picture?

Hello uroborus. Thank you for creating a post on our Forum. I can assist with troubleshooting your cable pixelation. Please reach out to us via peer to peer chat message and send your full name and service address to Xfinity Support. To do so, you'll need to sign into the Forums if you are not. Then you'll need to locate and click on the peer to peer "Chat" Icon located in the upper right corner of this page. Next, click the "New Message" (paper & pencil) icon and type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list. You can proceed to type your message in the text area near the bottom, and press enter to send the message. Please let me know if you have any questions.

Sounds simple enough, heh?

Hi @user_86f21b , thank you for reaching out over Xfinity Forums. Welcome to the community! I am sorry to hear you have problems with the DVR service. I record “everything”. I can understand the headache you have felt when you went to watch a show or movie only to not have the complete recording.

First, we will want to rule out the most common causes

• 1       Reboot the Xfinity DVR Box. This will make sure everything is updated properly and refreshed.
• 2.       Make sure there is no service interruption or an interruption during the time you recorded.
• 3.       Recheck your cable connections (this is the most common cause of skipping and pixilation)
• 4.       Adjust your DVR storage. Make sure you have deleted unwanted shows or series

If you still have the same problem after these steps. We would be happy to further investigate.  

I have the same problems. So sick of all of it. 

Me too, $170 a month for this?

I have the same issues, skipping and pixelation in recordings. Recently replaced STB too. Network issue?

@user_58c5c1 thank you for reaching out and for your comment. Having pixelation would be frustrating. Nothing more upsetting than trying to enjoy your show and not being able to see everything crystal clear. I know if I was in your shoes I would be reaching out too! 

Just to confirm have you already tried any of the step mentioned above by @XfinityAnna

• 1       Reboot the Xfinity DVR Box. This will make sure everything is updated properly and refreshed.
• 2.       Make sure there is no service interruption or an interruption during the time you recorded.
• 3.       Recheck your cable connections (this is the most common cause of skipping and pixilation)
• 4.       Adjust your DVR storage. Make sure you have deleted unwanted shows or series