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Re: TiVo looking on wrong frequency for channels

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Re: TiVo looking on wrong frequency for channels

I started to notice channels (Bravo, MTV, TLC) picture quality degrading (pixelation) about a month ago. It’s gotten progressively worse to where these channels are unwatchable (and for $250+ per month It should be perfect). I called Comcast 11/17 and was advised my account was flagged for a signal leak in our home...”did someone call you?” Uh, no. So after 30 minutes, the CSR scheduled a tech to come out 2 days later. Tech replaced coax cables, splitter, cable card, and even components outside/on the side of the house, and 3 hours later, the tech said the issue on TiVo side and left. After contacting TiVo, they quickly identified the issue was related to a weak signal..65% on the problem channels (channels without issues were between 70-75% so 70% seems to be the tipping point), and to contact Comcast. Another call to comcast required I be transferred 3 times, and each time I had to correct the agent that the issue was NOT related to an Xfinity box! After an hour, I was eventually transferred to advanced support who had me connect the TiVo box to another tv in the home and those problem channels were no longer a problem so they concluded issue was related to the specific outlet and a tech neeed to come out—they had no details on what earlier tech who spent 3 hours at my house, did. Only that he was here. Two techs showed up the next morning..one was in training (her last day of 90 day training) and a more senior tech. They were here for 5 hours going through everything the other tech did, and this time, replaced components from the street and the line into the house/room but the channels only slightly improved. We ran TiVo diagnostics and even with the info (frequency, modulation, signal strength [67%], RS uncorrected [654], and RS corrected [0]), they were unable to fully remedy and once again blamed TiVo (saying the signal was coming through “strong enough” but the TiVo box was distorting it. They left, after which I noticed they left the public street cable box open and a giant orange cable running from he box to my home along the lawn!!! His necessitated another call to comcast where we were told another crew would be out to bury the line but hat we’d have to call back in a week to make sure we were still on the schedule?!
Through the evening and today, the channel audio and picture quality have agalready n degraded to the point the channels are unwatchable. The other tv’s in the home (on the main Xfinity box or receivers) are NOT affected. I can’t bear to call Comcast customer service again. Hoping someone here can please help me.
Official Employee

Re: TiVo looking on wrong frequency for channels

Hi, Nkmoore09 - Apologies for your experience. I checked your account, all RF signals (for outlets I see, cannot see Tivo's diagnostic) are good. However, it does sound there is an issue with one specific coax outlet. Could you please do me a favor? Is it possible to swap outlets temporarily? In this case, I will be able to see RF signals from X1 cable box and techs won't concentrate on Tivo's equipment. Please let me know. 


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