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Picture freezing for a few seconds

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Picture freezing for a few seconds

I have the newest X1  4k box and a few days ago on some channels (live) not all and some DVR recordings, while watching, the picture will freeze for a few seconds and the be fine for several minutes then freeze again, etc until end of show. I did a refresh, turned off everything and then back on. Thought it was fixed but now it is doing it with a movie I recorded and on different channels than I watched before, other channels are fine now. Any suggestions?

New Poster

Re: Picture freezing for a few seconds

I’m having the same issues with live TV and DVR recordings. It’s been happening since the bad weather the other day so I’m assuming maybe something happened during that, but if not, I’d like to know why as well.
Service Expert

Re: Picture freezing for a few seconds


@greatbuys4less wrote:

I have the newest X1  4k box and a few days ago on some channels (live) not all and some DVR recordings, while watching, the picture will freeze for a few seconds and the be fine for several minutes then freeze again, etc until end of show. I did a refresh, turned off everything and then back on. Thought it was fixed but now it is doing it with a movie I recorded and on different channels than I watched before, other channels are fine now. Any suggestions?


call in to 800-Comcast, select TV and ask the agent to run the Interacitve Troubleshooting Guide (Einstein). post back what the agent tells you (no personal information)




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Service Expert

Re: Picture freezing for a few seconds


@Ctowndrama wrote:
I’m having the same issues with live TV and DVR recordings. It’s been happening since the bad weather the other day so I’m assuming maybe something happened during that, but if not, I’d like to know why as well.

see the post directly after your post for procedure to follow.




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Official Employee

Re: Picture freezing for a few seconds

 

Hello dadgren, it sounds like you're having signal issues or there may be a splitter/filter involved in your system that needs to be replaced. I can look into this for you and help you determine what need to be done to resolve this issue. Please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me" and we can get started. 


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New Poster

Re: Picture freezing for a few seconds

I also have the new 4K DVR box and I’m experiencing the picture freezing only on CNN at this time. I tried other channels and Netflix with no issues. I’m going to call Comcast per suggestion below. Thanks!
Official Employee

Re: Picture freezing for a few seconds

 

JHoliday wrote: I also have the new 4K DVR box and I’m experiencing the picture freezing only on CNN at this time. I tried other channels and Netflix with no issues. I’m going to call Comcast per suggestion below. Thanks!

 

Have you tried rebooting the cable box? If you only have this issue on one channel then that means the box could be having issues or the network is proving a bad feed. Please reboot your cable box and try CNN again. 


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Problem Solver

Re: Picture freezing for a few seconds

ComcastAmir, 
I did send you a PM with the information you requested.
That was a week ago and I have not received a reply or PM from you.
I continue to have the picture and sound freezing for a few seconds problem.

Official Employee

Re: Picture freezing for a few seconds

 

dadgren wrote: ComcastAmir, 
I did send you a PM with the information you requested.
That was a week ago and I have not received a reply or PM from you.
I continue to have the picture and sound freezing for a few seconds problem.

 

I am happy to assist you with your picture issue, please send me another private message with your account information and we can get started. 


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Problem Solver

Re: Picture freezing for a few seconds


@ComcastAmir wrote:

I am happy to assist you with your picture issue, please send me another private message with your account information and we can get started. 



As requested I sent a second PM to you.

Official Employee

Re: Picture freezing for a few seconds

 

dadgren wrote: As requested I sent a second PM to you.

 

I still have no received a private message from you so I went and initiated the private message on my end. Please respond there. 


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