7 Messages
Issue with X1 Cloud DVR (AR AX014ANM) Cable Box
I have been having intermittent issues with pixelation and tiling when watching TV using my X1 Cloud DVR (AR AX014ANM) Cable Box. Internet and streaming are perfect, but cable tv pixelates intermittently. Comcast Techs have replaced the coax cable coming into my house from the main comcast line in the alley. All cables and connectors going into the X1 box and TV have been replaced with brand new cables/connectors, so I can only conclude it is either 1) The X1 cable box itself or 2) The cable service coming from the main Comcast Xfinity service line (Can the main service line also be checked by Xfinity possibly?).
How can I have Xfinity send me a new box so I can swap my X1 Cloud DVR (AR AX014ANM) Cable Box to rule out that as an issue? I am unable to get to a Comcast Xfinity store in person. All of the self service leads you to either add or remove/return a box as a service, and I haven't had any luck getting a tech to provide me with a new box as a troubleshooting method.
Thanks!!
XfinityAmira
Official Employee
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4.5K Messages
6 days ago
Hi user_3i1znx! Thanks for visiting our Xfinity Forum. We value you as a customer, and I am sorry to hear about the pixelation you've been experiencing. I certainly know the importance of having a solid picture, so we do apologize for any frustration or inconvenience this has caused you. My team is here to help and would love to further troubleshoot this with you, as well as ship you out a replacement cable box. To assist you with this, please send us a Direct Message. Here are the detailed steps to direct message us:
• 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
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user_3i1znx
7 Messages
1 day ago
Quick update for the forum: Xfinity sent a replacement X1 Cloud DVR (AR AX014ANM) Cable Box which I swapped out. I am currently monitoring the pixelation status as it can be intermittent and I haven't watched much TV on it yet. Also, there was a large cable/internet outage due to an urgent network performance issue in my area this past weekend which Xfinity texted me about, which has since been resolved. Not sure if whatever work was done was in any way related to my past pixelation issues. I'll post again on Monday 11/3/25 once I have a chance to fully monitor over the weekend.
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