Thank for getting back to us right away. I'm terribly sorry that this has become an issue. Can you do this for me, in this order? Unplug the coaxial cable from the primary receiver first, and then the power cable. Wait 60 seconds, then screw in the coaxial cable first (make sure the connection is finger tight), then the power cable. Once both are plugged in, allow the time to boot and let me know what happens. Sometimes quick steps like these, can fix issues such as this. 

This did not work - I am still having the issue.  I am also experiencing a translucent black strip on the screen that goes away when I restart the box. 

@user_430c9e Thank you so much for trying the steps above. Before the programming 'errors' out do you see any error message or code? If so what does it read? If not, we can help in replacing your box by checking out your signals and helping you decide on the most convenient way to swap your box if needed. To start please send us a direct message to Xfinity Support with your full name and service address to get started.

@relfstrand 

Sorry to hear you are also experiencing issues with your equipment. Are you also experiencing the pixelation or the black stripe on the screen? Can you tell us a little bit more about what is going on and what you have tried so far? 

Well said. I am having the same issue. I have tried all the re-connection of cables. Restarted … its almost as if Internet connection is drops during dvr recordings and/or defect in dvr unit. Its not even worth it to watch a recorded show because you miss so much. 

@XfinityEva  - What is the best way to contact XFinitySupport - I am having trouble- I would just like to have a new box sent to my house.

I appreciate you sharing with me what you have already tried! Your efforts do not go unnoticed. Please send me a Peer to Peer message so that I can gather some account details. 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • 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

Hello, @user_87b9c4! Thanks for connecting with us here! Welcome to the Xfinity family! I'm sorry for the trouble with the recorded playbacks. I'd like to take a closer look at the account. Can you please provide your name and address in a Direct Message? I look forward to the message. 

To start a Direct Message: Click "Sign in" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

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

• 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.

Hi, @user_691528! I can imagine how frustrating it must be to have this ongoing issue. Is the LG TV connected to the DVR that was recently replaced?

No. Beta app on LG TV playing recorded show . 

@user_691528

I'd like to do some trouble shooting on my side to look deeper into this. To protect your privacy, could you please send me a direct message with your full name and address? To send a direct message, click the chat icon in the upper right, then click the pen/pad looking icon, and lastly Xfinity Support. Thank you. 

Searched your name. Didn't come up 

Hi, @crball I am very sorry for the frustrating experience this has been. I would like to investigate this further with you. Do you experience the error message will streaming on all devices? Does this happen as well from the actual DVR box? 

@crball , this keeps happening to me as well. I called tech support today and after 45 minutes, the guy still didn't understand what I was talking about and said I was the only person who ever experienced the problem. It was insulting. A tech is coming tomorrow and I will post a comment if this gets resolved. The problem is that it doesn't happen every single time, and sometime only happens after I am an hour into a show, so the tech may not be able to reproduce the problem.

I’ve been through this for months and did all of the recommended steps.  It gets SLIGHTLY better for a short time and then back to the same thing. It’s worse now than ever…Xfinity is definitely not worth what I’m paying them ever month for this frustration and inability for them to fix it.

I too have been experiencing the same problems as everyone above has mentioned, and also have tried unplugging the cable and power cords.  It helps for a short time and then starts doing it again.  Incredibly frustrating.  How do I get a new box?  

I'm sorry to hear that you are continuing to have issues with your DVR. I would like to take a look, could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" 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

Hello @user_7a91f7 and thank you for your feedback about your playback recordings. Having issues with your reception and sound would be frustrating indeed and never something we want you to deal with.

Have you already done any basic troubleshooting? Our Reddit page has a really excellent checklist :) 

If you've already done some troubleshooting, can you please let us know what has been done? 

You are in good hands with us and we will continue to help 24/7! 

I have used the web & app suggested means to troubleshoot & the reboot etc. have helped with the frequency of the issues however they have not been eradicated completely. Yesterday, all of the DVR programs went to solid blue. Gave up and went to peacock for those that where there. 

I am sorry to hear that you are still experiencing issues with your DVR playback @user_7a91f7. Are you still experiencing issues? 

I have gone through the suggested trouble shooting noted and shared. Yes, still experiencing issues. The frequency has lessened and types are varied, sound gaps now appear to be gone, along with the constant pixelization issues, but rarely do I get to see a DVR recording without them. Most common error message now is "try again later" when it stops altogether.

I'd like to take a closer look. Can you send me a private message with your address and name? 

@user_816f86    You understand you're taking about Comcast here, right?

@cbinsac1313 What was the fix when the technician came out?

I have an appointment scheduled for 11/26.

I have the same problem with my DVR, it stops and I get a message saying there are issues with the playback, then it rewinds about 5 minutes to a scene I've already seen and I have to watch it again.  It's annoying but I just live through it.  I'm constantly wondering where the DVR is going to cut off at some point.  I've tried everything Comcast is suggesting, it doesn't work.

I'm sorry to hear that you are also having issues with your DVR. I would like to take a look, could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" 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

@user_111591​ If you are using the 4K box, that is the problem. I got rid of the 4K box because of the same issues and went back to an older HD box and the problem you described went away.

it seems that Xfinity is issuing X1 boxes that they cannot support.

@user_111591​ we started a chat with support and they just sent us a new cable box. It's worked great since then. 

@user_111591 If you're having the same issues, send me a direct message with your address and name.

I am having the same issues. Very frustrating.

Thank you for bringing this to our attention through our Forums, and thank you for your patience while awaiting our response. I understand you've been experiencing some trouble with your TV equipment, and I can most definitely imagine the inconvenience behind this. Rest assured; you're with the pros, and our Digital Care Team is here to help, every step of the way!

Can you please send us a private message, including your full name, and your full address? You can do so, by clicking on the chat icon, in the top right hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then give you the ability to send us a message. Thank you in advance, and I look forward to speaking with you! 

Thank you for bringing this to our attention, @Courtmr! I can see why this would be frustrating. I'd like to take a deeper look into this. Please send a direct message with your name and service address to "Xfinity Support" by clicking on the "Direct Messaging" chat icon in the top right corner of the page, then click on the pen and pad icon and enter "Xfinity Support" in the "To" section of the chat. 

I will connect to support as directed soon.  The 1st issue reoccurred last night.

And another difference between the old “box” and new has been seen. Previously if we missed the start of a recorded show upon selecting the channel, we were able to rewind to the beginning of the recording.  Now it appears that if we miss a portion, we need to go to the recording.  Inconvenient, at best.

I appreciate the need for more exacting troubleshooting, and am willing to assist.