X1 Cloud DVR playback is pixelated with video and audio drop outs

Thanks for taking the time to let us know about the trouble you're having with the X1 Box DVR playback @user_960d6e. This isn't the experience we want you to have with our services, but I'm happy to see you're getting the assistance you need. I see you mentioned you have a new box coming out to you. We'll check back in with you here next week to see if that helped, but if you need anything in the meantime, we're here for you 24/7.

The new X1 4K tv box (XG1v4-A) solved the problem with the cloud dvr playback issues. Previous recordings and new recordings are now playing back fine with no pixelization problems.  The new box also fixed a problem with the smart resume feature being way out of sync (30 secs off). Now the smart playback is sync’d correctly again on previous and new recordings. So that was a bonus fix.  Happy the problem got resolved and tech was correct about the root cause being the box.

Hey there! Just wanted to reach back out as promised to see how everything went. 

The new tv box is working well the last month. I have noticed dvr recordings can still have occurrences of minor pixilation sometimes but mostly the recordings are fine - nothing like the problem before which was unwatchable. 

One thing to note is when the box was first activated and the resume playback feature corrected for the existing recordings. The new recordings lasted about 1 day being in sync before the resume feature was again out of sync by up to 30 secs. So after fast forwarding past the commercials and it stops at what it thinks is the content, we always have to tell it "forward 30 secs" to actually get past the commercials and to the content. Not sure why it can't stay in sync but it isn't worth getting another box or resetting this one again for the smart resume feature to work (I may just turn it off as I get tired of always forwarding 30 secs after each commercial break). 

Just posting an update... since the new X1 tv box was activated the DVR recordings have been fine - no pixelization. Initially it seemed like a few minor occurrences but since with lots of recordings - no issues. So definitely for me the issue, as the tech said, was with the tv box.  

Now Xfinity had me upgrade to a new X1 4k tv box in order to continue to be able to use ondemand and subscription video on-demand (whatever that is). So now I have a yet another new box activated. Looking at the model it is exactly the same as my old box so not sure what is different. In any event it seems whenever you activate a new box the smart playback feature is now in sync again on my recordings. If it happens like last time it will soon become out of sync by 30 secs in the next week :-)

@SteveCZ Hello and thank you for reaching out. I am so sorry to hear you are also experiencing this same issue, and I would be more than happy to help in any way I can in getting this resolved. Just to confirm since it has been a few days, did you already try swapping the box at our local Xfinity store location?

@SteveCZ​ Just saw your reply... The xfinity store didn't have the x1 4K boxes - they have to order it for you but depending on how easy it is to go to the nearest xfinity store it seemed easier to order it there vs trying to do it over the phone. As well the store assistant can schedule someone to come to your home and check out the issue as well (but the tech also won't have those boxes - they only have the non 4k boxes with them).  Good luck.

@SteveCZ @user_960d6e is correct! We can order the 4K box for you and have it shipped out. Please send me a [Modmail message](https://www.reddit.com/message/compose?to=/r/Comcast_Xfinity) and include your full name and service address, so I can assist you.