2 Messages

Sunday, October 30th, 2022 4:40 PM

Pixelated DVR playback, slow remote response, X1 random reboots and occasional overnight update failures

Multiple problems with our TV service.

1. Over the last month, DVR playback is often pixelated and occasionally jumps to the end of a program while trying to view it. Watching DVR recordings via the app on the computer is just fine.

2. Pressing a key on the remote sometimes produces a long lag time before the box reacts. The guide and previous channel list seem to take a super long time to appear and often get "stuck".

3. The X1 box has rebooted randomly while watching TV. This has happened on three separate occasions during the last week.

4. The overnight update fails. Powering on the X1 in the morning shows a message "Remote no longer working?" This necessitates an un-pairing and re-pairing of the remote.  Then the whole setup process begins. Choose language, download guides, etc... It's like the box lost everything during the overnight update. All saved passwords for apps also need to be re-entered after this process. This has happened 4 times over the last month or so.

All these problems are intermittent. Sometimes it all works fine for a couple days.


Internet is just fine - no dropouts and fast speeds. All good there.

Live TV is fine. (except when the box decides to randomly reboot)

We've tried all the usual fixes. Reboot, system refresh etc... All the problems are still here. 

Not sure if this X1 box is going bad or there is some occasional drop in the TV signal.

Thanks for any help.

Accepted Solution



2 Messages

3 months ago

Tech came out to the house and said the signal was all good so he diagnosed it as a bad X1 box. He didn't have a 4k box on the truck but ordered a replacement for us. After that arrived, we made the switch and all problems seem to have gone away. Bad X1 box was just dropped at the local store. All good now. Thanks.




24.6K Messages

3 months ago

I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.

Official Employee


799 Messages

3 months ago

Hello, @UserNancy, since you have already reset your equipment and refreshed your account send us a direct message. We will take a closer look at your signal quality and potentially schedule an appointment. Just use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." 

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