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cr80104
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6 Messages

Sunday, November 10th, 2024 2:07 AM

Dvr glitch and tiling

For past few months my recordings are glitch, tiling and sound mismatched. Have had 2 or 3 tech out and they've replaced all boxes each time. Still continues.  I'm frustrated and ready to give up, anyone have suggestions?

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XfinityVictor

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3 months ago

 

cr80104 Hello, are you still have DVR issues?

 

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cr80104

Visitor

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6 Messages

Yes. Only on recordings. Not on live tv, not on streaming apps.  Also, I can watch recordings in computer without issue. Just on all tvs.

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3 months ago

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XfinityVictor

Official Employee

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1.1K Messages

 

cr80104 I am sorry you are having DVR issues. I understand how frustrating it is, and I am happy to help you troubleshoot. First I will ask a few questions to better understand the root of the problem. We value you as a loyal customer and would like to resolve this issue, so you can enjoy our great service.  To avoid repeating any steps you may have already taken, can you please describe what you have done to resolve your service issue?

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 months ago

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cr80104

Visitor

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6 Messages

I've spoken to customer service, they restarted the boxes. Theyve sent 2 techs out. It continues. I thought it might be a bad hdmi cable, so I got a new one.  Issue continues.

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3 months ago

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XfinityThomasC

Official Employee

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2.3K Messages

@cr80104 

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

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

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 months ago

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cr80104

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6 Messages

I've sent and no response.

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3 months ago

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cr80104

Visitor

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6 Messages

3 months ago

No responses.  Emailed. Still nothing

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Johnb51

Contributor

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40 Messages

3 months ago

We had the same issue and it was happening for months.  I switched out all 3 boxes, 2 of them being DVR's and was still doing it. Then had a tech come out and he found corroded cables in the outside box and replaced them and also a bad splitter in the house.  Still happening just not as much.  One of the new boxes started having major issues with freezing and such to where I had to reboot it 3 times in matter of a couple hours, replaced it with a new one later in the week and and have had no issues since.  Not sure if it had something to do with 2 bad boxes, the one that went bad was a DVR.  I'm just finding it quite odd.

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cr80104

Visitor

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6 Messages

I've had all my boxes swapped.  I've had 2 or 3 techs out now and still no solution.  I ended up swapping all my cables out, no solution. I'm starting to think it's a headend signal issue or a cloud issue. I've been told that the wireless boxes solve the issue, but they couldn't get it to work at my house...hopefully a higher tiered person can figure it out because it sounds like it's happening to many people. Not just a few, and people will start changing companies when they can.

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3 months ago

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user_81bb0d

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1 Message

Yes, I’ve been having the same issue, despite having the boxes replaced and having a tech come out. 

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2 months ago

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SFDanae

2 Messages

1 month ago

I am also having the same problem at my place.

It started with on demand Content, and after the tech came out today and fiddled with eveything, it has now moved to all my recorded DVR Content when earlier in the day my DVR recordings were totally fine.
They somehow got corrupted by something he did, and he's blaming it on the outside equipment, even though it's only doing this on the one box he touched, so it can't be the line into the house.

New box (didn't help), new appt (have to wait 3 days), 8 days without clear shows, 2 more hours of my time babysitting a tech. 
RIDICULOUS.

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DrStrangeSpock

New Poster

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8 Messages

I have been having same problems as the poster...same solutions 4 visits still tiling on certain shows only on Fox News. No other channel recordings. The box only streams..no Harddrive inside. They replaced the cable from street to apt compleatly. It stopped the shows from constantly closing and going back to unresumable recording list though. Random scrambling of images and pauses.

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5 days ago

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XfinityThomasC

Official Employee

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2.3K Messages

Hello, @DrStrangeSpock 

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

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

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

2 days ago

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