BKT21's profile

Regular Visitor

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2 Messages

Wed, Feb 17, 2021 3:00 PM

new DVR playback pixelated, skipping

Just upgraded from no DVR to XG1v4-A box.  Oftentimes during playback of recorded shows (all channels) the picture and audio is pixelated, skippy, and frozen, sometimes losing 20 seconds or more blocks of scene/dialog. When watching live I do sometimes notice occasional short blips but the frequency and duration during recorded shows is significant. I have started recording duplicates of broadcast channels (HD and SD) and the problem seems to be worse with HD channels.

 

Another problem is that sometimes the recording abruptly stops at 20 or 40 minutes remaining and goes to message saying "recording is finished, do you want to delete?" This happens even though the bar at the bottom of the picture indicates a full hour was recorded. Sometimes I can slowly FF past the problem but of course several minutes of audio/video is skipped over this way.

 

Remote is also much slower to react to commands (ff, rw, etc.) sometimes freezing for several seconds to where I have to shut off/restart the tv. I have restarted box, checked connections.

 

Do I just have a faulty box? Do connections or settings need to be updated since I have gone from no DVR to having a DVR? What is my next step? Thanks

Responses

Official Employee

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216 Messages

4 m ago

Hello and thank you! I really appreciate you being a member of the Comcast Family!  First, I’m so glad you chose us as your provider, thank you! 2nd, I’m very sorry for this experience with DVR glitch. Can you please send me a private message with your first and last name so I may further assist you? To send a private message, please click my name "ComcastThomasF" then select "Send a Message" on the right side.

Visitor

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1 Message

2 m ago

The following was posted in an earlier post and now I'm experiencing the exact problem:

Oftentimes during playback of recorded shows (all channels) the picture and audio is pixelated, skippy, and frozen, sometimes losing 20 seconds or more blocks of scene/dialog. When watching live I do sometimes notice occasional short blips but the frequency and duration during recorded shows is significant. I have started recording duplicates of broadcast channels (HD and SD) and the problem seems to be worse with HD channels.

 

Another problem is that sometimes the recording abruptly stops at 20 or 40 minutes remaining and goes to message saying "recording is finished, do you want to delete?" This happens even though the bar at the bottom of the picture indicates a full hour was recorded. Sometimes I can slowly FF past the problem but of course several minutes of audio/video is skipped over this way.

 

Remote is also much slower to react to commands (ff, rw, etc.) sometimes freezing for several seconds to where I have to shut off/restart the tv. I have restarted box, checked connections.

 

Do I just have a faulty box? Do connections or settings need to be updated since I have gone from no DVR to having a DVR? What is my next step? Thank

Official Employee

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200 Messages

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.

Visitor

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1 Message

2 m ago

I have exactly the same problems that started when we had our old box replaced with a new one.

Visitor

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1 Message

2 m ago

I also have the exact same issue with an "upgraded" box.  Thinking I need to just reinstall the old box and return the new one.

Official Employee

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2.7K Messages

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.

Rustyben

Expert

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24K Messages

2 m ago

the X1 system is a two way communication device and does need a cleaner good signal to operate. The tech has special testing equipment that can monitor/test each channel that is used.

Visitor

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1 Message

2 m ago

I have the exact same problem now ( pixelated, slow remote) and only got a new cable box yesterday, I just  been on to an agent who rebooted I still have issues with the previous recordings but I will see if this problem continues tomorrow on newer recording, 

Official Employee

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232 Messages

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!

Visitor

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2 Messages

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

Official Employee

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259 Messages

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.

Visitor

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1 Message

1 m ago

Experiencing the same thing with our box. Just started a couple weeks ago. The pixelating or jumping doesn’t happen with live TV at all. 
We have reset and rebooted multiple times to no avail. 

Official Employee

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106 Messages

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.

Visitor

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2 Messages

25 d ago

I am having the exact same problem with recordings. My box was replaced on May 15. 

Official Employee

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167 Messages

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. 

Visitor

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1 Message

22 d ago

Having the same exact issue as ALL the above!  Anybody figure out what's causing this?  You'd think for how much we pay for this service and how common this problem seems to be that Comcast would reach out or send out a bulletin about this....be late with a payment though and they reach out immediately....and yes, I jiggled all my wires...and all connections are tight....reset the box thru the app as well...im assuming the "new" box needs to be replaced with a "newer" box??  How frustrating.....

Official Employee

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224 Messages

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.

 

Visitor

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1 Message

16 d ago

Has there been a solution found for this yet?  I'm having the issue with the pixelation/skipping on DVR recordings as well (not with live TV).  I've checked all my connections and the main box says signal strength is good.

Official Employee

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25 Messages

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.

New Poster

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2 Messages

12 d ago

I have the same problem lately. I have not however replaced the box recently as others have. I think it has something to do with the smart record feature because sometimes if I fast forward I can glimpse some of the missing parts of the show embedded within the part marked as commercials. The Smart record thing is generally pretty random, sometimes there for a whole show,  a part of a show, or not at all. I feel like if I could disable it my recordings might be more fully accessible. 

Official Employee

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18 Messages

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?

Visitor

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1 Message

9 d ago

I feel like this is a movement because I am having this problem too. Box is not new, and connections all good. 

We are so tired of the recordings freezing.

Official Employee

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18 Messages

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?

Visitor

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1 Message

4 d ago

Hi, I thought I would put my name in here as well.  I've been having this issue for weeks as well & it hasn't improved in the slightest.  I've restarted/reset almost everyday.  I have no error codes, just random pixelating, long pauses while the audio continues, then fast skips.  Some shows are unwatchable.  I do not have a new x1 box, though am wondering if I need to.  Any help is appreciated.

Official Employee

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6.7K Messages

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.

Visitor

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2 Messages

4 d ago

 woke up this morning having the same problem regardless of what TV I connect the DVR box to. I brought the old one back and when I hooked up the new DVR box, same problem. I was not having this issue on any other TV with a non DVR box so it clearly has something to do with the strength of signal required to drive the DVR box. 

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