New X1 Box with DVR playback quality poor on recorded shows and also when paused.

I received and replaced my cable tv box. The old box worked well and no issues but didn’t have the multi view.

when I revived the new box standard watching TV is show without issues.

1 - when I pause TV and resume; I get tiling and poor quality.

2 - when I record on DVR it plays with tiling and poor quality.

both causes is intermittent during the show, but all shows do this.

if I watch the same show live I record, the live never has issue only when I replay the recording.

I’ve used the menu to try and fix in a couple times an has not made any improvement. The old box never did this so I believe I have a bad box.

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XfinityShawn

Official Employee

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2K Messages

6 days ago

user_wzhkoa Are you receiving any error codes when this happens or no?

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user_wzhkoa

Visitor

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5 Messages

6 days ago

Never any error codes. In a 30 minute show the tiling and pause of video happen random through out.

This is only when DVR playback, watching live has no issue. I can also watch the DVR on iPhone without tiling.

last, I’ve noticed randomly that the response of the remote is slow too.

this is new box. The old box had zero problems. When I used the Xfinity app to troubleshoot they want to send someone and charge me.

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XfinityShawn

Official Employee

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2K Messages

user_wzhkoa You may need a technician, but we can look into this further.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message.

Click "Sign In" if necessary

Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging

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

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6 days ago

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user_wzhkoa

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5 Messages

@XfinityShawn

why a technician? My old box was working flawlessly. The new one is not. I’m not going to pay for a technician to come on site (which is what the app said would be)

why can’t I just send the new box back and get a new one?

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4 days ago

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XfinitySean

Official Employee

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235 Messages

To clarify, we're not stating that a technician is absolutely necessary, but may be needed depending on what we find. Simply replacing the cable box is typically our first recommendation as well.

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4 days ago

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user_wzhkoa

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5 Messages

Ah ok. Should I call into support? What is best way to initiate the process more formally?

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3 days ago

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XfinityMatthew

Official Employee

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1K Messages

@user_wzhkoa We can help place an order to ship or pickup a replacement box. But we need you to reach out to us via direct message, so we can get your personal information and access the account to order it. Please send us your full name and the service address using the steps for direct message we sent above.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 days ago

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X1

user_wzhkoa

New X1 Box with DVR playback quality poor on recorded shows and also when paused.

XfinityShawn

user_wzhkoa

XfinityShawn

user_wzhkoa

XfinitySean

user_wzhkoa

XfinityMatthew

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