Visitor
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5 Messages
Pixellated cloud DVR recordings
Very frustrated as many other individuals are regarding the poor quality of DVR recordings, primarily but not exclusively on network recordings. Picture is intermittently pixellated, skips ahead, etc. No problems with any streaming through the X1 box or the smart TV, but completely unreliable and unacceptable quality of picture and sound with the cloud DVR recordings. Have reset the box numerous times, talked with support who also did this, and am still having poor quality TV recordings. I renewed and Xfinity replaced the box this past fall, wish I had the old cable box which worked flawlessly. I spend way too much for cable to have this kind of poor product and service. Would love to just swap out the box as this only started with the replacement, all connections are good and live TV is perfect, only the recordings.
XfinityAntoine
Official Employee
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1.4K Messages
3 years ago
Hey @user_b3b984!Thank you for taking the time to reach out and being part of the Xfinity family. I'm so sorry you're having issues with pixelation. It's usually always a communication issue. Can you double check to make sure all the cables going to and from the modem and cable boxes are finger tight?
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user_b3b984
Visitor
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5 Messages
3 years ago
Ok, so I finally was able to convince the online/live agent to schedule an in home call with a technician. John (wish I had his last name) came to our home, tested the signal at the street as well as in the basement and at the main cable box. He determined that there was significant signal degradation at the cable box. He added a signal amplifier to the main line in the house and problem solved. Very happy with John’s thoroughness and fixing the problem. He was excellent and very professional, just wish I. Very disappointed at how much time it took to get to this done from Xfinity.
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