X1 DVR Problems (Delayed selecting menu, bring up guide, changing channels)

I've used Xfinity's X1 DRV without issues since 2013 but since late December 2023 all I had was frustrating problems.

The recorded shows were pixilated, sometimes freezing, all the functions on the DRV slowed down, remote commands were delayed.

At first I thought the DVR was having hardware issues but after swapping with another exact model (+ a new remote) at the Xfinity Store, issues did not resolve.

After my second visit to the Xfinity Store, they swapped it with a 4K DVR box and when I returned home same problems continued.

My next attempt was calling the customer support to ask if they can check my cable signal, which came back as good.

So, does anyone else have these very frustrating issues with DVR service?

By the way, if I use the Xfinity App on my Amazon Fire Stick, there are no problems watching TV or recorded programs, go figure.

Responses

BruceW

Gold Problem Solver

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26K Messages

10 months ago

... pixilated, sometimes freezing ... remote commands were delayed ...

Those are usually caused by signal problems, despite what the rep told you. The Internet Troubleshooting Tips topic is not specifically for video, but video and remote signals follow the same path and it may help you find the cause. If not, you'll need to have one of their premise techs out to track it down.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

(edited)

dz_inan

Frequent Visitor

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8 Messages

10 months ago

Thank you @BruceW, your suggestion to have a Xfinity (Comcast) tech check it out is reasonable, but they told me that if they have to come in the house there would be a fee (up to $160).

XfinityEmilyB

Official Employee

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1.7K Messages

10 months ago

@dz_inan Thank you for reaching out so we can help with your DVR issues. We'll stick with you here until we confirm this has been resolved. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

dz_inan

Frequent Visitor

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8 Messages

I returned the 2nd DVR box and swapped for a third one (refurbished of course), after I setup this unit, it had the same sluggish behavior as the other ones.

When I researched it, found out that it has something to do with Cloud DVR recording and not local storage of programs, that's why response times vary.

9 months ago

sts_66

Visitor

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18 Messages

Your problems are exactly why I refuse to get an X1 DVR - besides the extra fees they charge for cloud storage, you're totally dependent on having a good stable internet connection - good article on the problems with X1 IP based set top boxes/DVRs:

https://mediapeanut.com/xfinity-slow-laggy-apps/

6 months ago

user_1fd80c

1 Message

5 months ago

All is fine when I watch a movie live, but when I watch a recording on the DVR, I get lots of pixelation, sometimes to the point the picture stops and finally catches up a few minutes later. I don't see any maintenance tips to resolve this issue. Do I need to exchange my DVR for a new one?

sts_66

Visitor

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18 Messages

@user_1fd80c I doubt a new DVR will resolve those problems with your X1 box -the fact that it's IP based means your recordings are always going to be dependent on your internet connection's quality. Before Comcast basically replaced every cable and removed all but one splitter in my house and fixed several faults in the cable run and connections on my street over the last 3-4 years I would frequently have the problems you're describing, and it occurred both while watching live TV and while watching recordings stored on my Cisco DVR's HD. Some of the recordings were so unwatchable I just deleted them - it never lasted more than a couple seconds watching live TV. I still have some delay problems but I can't figure out what's causing it - when I'm using the remote sometimes the box doesn't respond to input for 5-10 seconds - used to drive me nuts because it happened with all 3 of the identical Comcast remotes I have, but I just learned within the last month or so there's an easy fix and it works literally every time - just hit the power button on the remote to turn off the DVR and hit it again to turn it back on - the remote delays always disappear after doing that, no clue what's being reset that fixes it.

5 months ago

user_62eux5

7 Messages

I have exactly all of the same issues and turning the dvr off and back on does temporarily resolve it but this happens several times a week so it is very frustrating.

5 months ago

XfinityVianney

Official Employee

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1.7K Messages

user_62eux5, I see you've been running into some trouble with your DVR as well, and I'm sorry to hear about the problem. That said, we are a full-service team and do our best to help. Can you let me know what model cable box we provided? Has it been swapped recently, or have you had this device for sometime.

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5 months ago

X1

dz_inan

X1 DVR Problems (Delayed selecting menu, bring up guide, changing channels)

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BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

dz_inan

XfinityEmilyB

dz_inan

sts_66

user_1fd80c

sts_66

user_62eux5

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