Go back/rewind

For 3 months, I have had an issue with rewind or going back on both live TV and recordings.  The screen pixellates,  skips or other issues.   This started happening with the "new" menu update.  I have all new equipment (because someone thought it would fix the issues.   Numerous calls.  Numerous re-sets.   A case management specialist.   Escalation team.  Nothing works.  Was told later that this was a nationwide issue.  When will this be fixed?