This problem has been going on for about 6 months or more. I watch virtually everything recorded so I can bypass the commercials. The Smart Resume feature, which was recently added is pretty nice for this. But after I watch an episode of Jeopardy and tap the Exit button, which takes me back to the list of recorded shows, the DVR freezes. None of the buttons on the remote do anything. The only way I have found to fix it is to power the DVR down using the power button on the front of the DVR, wait about a minute (not sure if that is really necessary but the techs have always said to wait) and turn it back on. Then the DVR works normally. This doesn't happen every time I watch a Jeopardy episode but about 1 in 3 or 1 in 4 times. I have spoken with support, both in Lynnwood WA and in The Phillipines and both just send a reset to the DVR which basically does the same thing I did (like restarting a computer vs turning it off and on). But I have now spoken to them 6 or 7 times and every time they just do this same thing. I asked to be escalated the last time and the person I talked to didn't have any other solutions. I asked him to send a tech and he said he could not do so. I would be this is a known issue and if I could talk to the right person they could help me resolve this issue but the techs I talk to won't escalate me this high. I was an IT desktop support tech for 20 years and if we got stuck with a mysterious issue, especially a network issue, the guys in the Server or Network Operations group would be able to intervene and figure out what was going on. I think all the recordings are in the cloud now so it seems there may be some client/server/cloud issue going on. I am hoping that someone at Comcast who knows what is going on will read this and take pity on me.
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Besides posting here I submitted a request for a callback when I filled out a survey about the recent tech support call. The callback came from the customer experience department but the person with whom I spoke was able to schedule a tech visit. I tech came out today and replaced the DVR. Time will tell if that fixes the issue.