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Digital breakup

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Digital breakup

Over the last two weeks digital breakup has gotten worse every day.  It is really getting annoying can't watch anything without missing audio or video.  Whats up and how do I fix it.

Service Expert

Re: Digital breakup


old_sarge wrote:

Over the last two weeks digital breakup has gotten worse every day.  It is really getting annoying can't watch anything without missing audio or video.  Whats up and how do I fix it.


assuming it was good more than 2 weeks ago, is the problem on all your connected set top boxes? Does a desk/laptop or smart device on same channels at same time you see the pixelation on the Set top box connected TV appear without the 'breakup'? Is it all your regular channels? 




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Re: Digital breakup


old_sarge wrote: Over the last two weeks digital breakup has gotten worse ... audio or video. ...

Audio/video cutout happens when the signal for the channel you are trying to watch is too weak or has too much noise. This might be because of a bad cable box or a problem at Comcast (check https://customer.xfinity.com/, 1-800-Comcast voice response, or the "My Account" app) but is most likely due to a poor connection between the box and Comcast's network.

Troubleshoot by checking all connectors and looking for damaged coax cable. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power. You might also try unplugging the cable box/DVR/digital adapter power cord for a minute or so.

If you can't find the problem, call them at the phone number on your bill or 1-800-Comcast, or chat with them using one of the "Trouble" options at https://www.comcastsupport.com/chatentry/. Ask them to check the account setup and send a refresh signal to the box. If they can't fix the problem remotely, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/account/service-protection-plan/, about $6/mo). If the trouble is due to a faulty Comcast cable box/DVR/digital adapter or anything outside your home, you shouldn't be charged.

For additional information please see Pixelation, video and audio dropouts, One Moment Please S0a00 messages.

Official Employee

Re: Digital breakup

Hello old_sarge, are you still having this issue? I would like to assist you from here. Can you verify your account information with me? I would need your account number, full name, and service address. You can private message me by clicking my name and clicking private message. Thank you




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