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new DVR playback pixelated, skipping

BKT21
Regular Visitor

new DVR playback pixelated, skipping

Just upgraded from no DVR to XG1v4-A box.  Oftentimes during playback of recorded shows (all channels) the picture and audio is pixelated, skippy, and frozen, sometimes losing 20 seconds or more blocks of scene/dialog. When watching live I do sometimes notice occasional short blips but the frequency and duration during recorded shows is significant. I have started recording duplicates of broadcast channels (HD and SD) and the problem seems to be worse with HD channels.

 

Another problem is that sometimes the recording abruptly stops at 20 or 40 minutes remaining and goes to message saying "recording is finished, do you want to delete?" This happens even though the bar at the bottom of the picture indicates a full hour was recorded. Sometimes I can slowly FF past the problem but of course several minutes of audio/video is skipped over this way.

 

Remote is also much slower to react to commands (ff, rw, etc.) sometimes freezing for several seconds to where I have to shut off/restart the tv. I have restarted box, checked connections.

 

Do I just have a faulty box? Do connections or settings need to be updated since I have gone from no DVR to having a DVR? What is my next step? Thanks

ComcastThomasF
Official Employee

Re: new DVR playback pixelated, skipping

Hello and thank you! I really appreciate you being a member of the Comcast Family!  First, I’m so glad you chose us as your provider, thank you! 2nd, I’m very sorry for this experience with DVR glitch. Can you please send me a private message with your first and last name so I may further assist you? To send a private message, please click my name "ComcastThomasF" then select "Send a Message" on the right side.


I am an Official Comcast Employee.
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