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TigerJr
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Contributor

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100 Messages

Saturday, April 2nd, 2022 3:20 AM

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Video lag watching Live TV

Hello,

I am experiencing choppy video at times when watching live tv on NBC or CBS on X1 DVR box. 
I ran a system diagnostic test via the Xfinity My Account App and no problems were found. 
Any thoughts?

Thank,

Question

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Updated 

3 years ago

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Accepted Solution

CCJoseph

Problem Solver

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729 Messages

3 years ago

@

, that is unfortunate! I know it would drive me crazy if the channel I wanted to watch weren't working correctly! If you don't mind, can you tell me what you have tried as far as the box goes? Have you done all the usual things like unplugging the box and plugging it back in? I just want to make sure we rule out the most basic things first. If you need to, you can send me a DM and we can look at this with you and do everything we can to help! You can do that by following these directions: 

To send a direct message you may need to:

Click "Sign In"

Click the "direct message" icon

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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TigerJr

Contributor

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100 Messages

@XfinityJosephB​ hello 

yes I have restarted the box that seems to have addressed the current issue of the video lag. Just as a FYI I also had to restart the box about one week ago when the latest DVR software version 145.0 also caused lag when playing back video from the DVR.  It may have just been pure bad luck that the video lag upon DVR playback occurred after the software update but thought I’d share just in case. 

3 years ago

0

CCSean1

New Problem Solver

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318 Messages

@TigerJr, thanks for getting back to us and letting us know that restarting the box seems to have cleared up the video lag issue that is great to hear! It may have been bad luck in regard to the DVR update causing a similar issue or it could have been something to do with the update itself it is hard to tell especially if it cleared up right away after resetting the box. It may even be the device itself if this issue happens often and you need to reset it each time to get it working correctly again.

 

We could look into troubleshooting the device for you and send you out a replacement as well if you would like. Just send us a direct message as Joseph outlined above if you want to pursue this further. 

I no longer work for Comcast.

3 years ago

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