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user_08hfpi
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Wednesday, April 16th, 2025 8:12 PM

Received new X1 TV box, now all recording are glitchy

I just received a new X1 TV box and now everything I record gets glitchy, losing audio and picture randomly. I did not have this problem with my last TV box and have restarted and checked the cables. Can I be sent a new box? Sounds like that's what has solved this issue for others.

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Updated 

16 days ago

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XfinityDemitrius

Official Employee

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1.8K Messages

21 days ago

Hey @user_08hfpi, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the DVR and picture quality issues. I would be more than happy to offer my assistance looking into this further for you.

 

With recordings with picture quality issues, that typically indicates signal quality issue. Do you experience issues with the same channels when watching live? 

 

I appreciate you going through some troubleshooting steps, but could you please check to ensure the cable is in good quality such as no hard bends, kinks, bite marks, or cuts that could interfere with the signals reaching the set-top box? Hope to hear from you soon.

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user_08hfpi

2 Messages

Hi, 


Thank you for your response.

We do not experience any of these issues with live tv, only recordings. We also did not have these issues with our old box, only with this new one.

I checked the cables and they are all in good quality, nothing wrong them.

Please advise. Thank you. 

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18 days ago

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XfinityRay

Official Employee

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2.8K Messages

That is all good news, user_08hfpi! Thanks for checking. I want to run a diagnostic report and see how the signals are doing to your equipment.

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
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• Click the "Direct Message” icon (upper right corner of this page)
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• 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

 

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16 days ago

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