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user_df3b9c
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15 Messages

Wednesday, April 8th, 2026 2:59 AM

Pixelated images when viewing recordings on my DVR

When viewing a recording on myX1 DVR box, the picture is often pixelated. If I rewind & replay I  find it is the same place that the pixelation is occurring. If I watch the same recording on my phone using my Xfinity App  there are no issues. I have recently done the system refresh. I checked to make sure all my cable connections were tight. My guess is I have a bad hard drive my X1  box when I go to Comcast, labs and check my Cable strength that always says good. I’m pretty technologically savvy and I would like help from someone who is an official Comcast representative before I go and replace my box 

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XfinityDuron

Official Employee

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646 Messages

12 hours ago

Hello there @user_df3b9c, are you still having an issue with pixelation on your TV? 

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user_df3b9c

Visitor

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15 Messages

Yes I’m still having the pixelation issue

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12 hours ago

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XfinityDuron

Official Employee

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646 Messages

Have you tried swapping out that equipment?

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11 hours ago

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user_df3b9c

Visitor

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15 Messages

No, I haven’t swapped out the equipment yet

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11 hours ago

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XfinityDuron

Official Employee

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646 Messages

I do believe that will fix the issues. Are you using coax or HDMI to connect to your TV? 

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11 hours ago

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user_df3b9c

Visitor

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15 Messages

Coax to my box and HDMI from the box to my TV

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11 hours ago

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user_df3b9c

Visitor

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15 Messages

11 hours ago

Before I swap out my box I’m gonna delete all my recordings and do a system refresh and hope it will reformat my hard drive in my X1 box. 

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XfinityChelseaB

Official Employee

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2.3K Messages

@user_df3b9c, I wouldn't recommend doing that as you're able to watch the recordings on other devices without issues, so it sounds like it would be an equipment issue. Now we have a couple of options we can do to fix this concern. We can pull up your account and try to refresh your box on our side, swap the box out, or we can have a technician come out to see what's going on. Let me know how you would like to proceed.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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11 hours ago

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user_df3b9c

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15 Messages

2 hours ago

Let’s just keep it simple for now and try a refresh on your side. I did do a system refresh on my side, but I did not delete my recordings

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XfinityEricB

Official Employee

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3.2K Messages

 

user_df3b9c No problem. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

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

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2 hours ago

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user_df3b9c

Visitor

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15 Messages

2 hours ago

That’s a lot of information to send over a direct message and I’m not sure how to do it.  Can I just call them and tell them to do a refresh from their side?

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XfinityEricB

Official Employee

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3.2K Messages

 

user_df3b9c A phone agent can do them as well if you want to call in at 1 800 Xfinity, but we are happy to assist as well if you like. We do need that information through to locate your account to assist you from here, and in direct message for your security. 

 

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

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2 hours ago

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user_df3b9c

Visitor

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15 Messages

2 hours ago

OK, I think I’ll just call in and have them do a system refresh on your end.  I have done one on my end already. I don’t know if yours is different.

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