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Re: Picture freezing for a few seconds

Problem Solver

Re: Picture freezing for a few seconds

The agent ran the ITG (Einstein) when I asked if they had anything to tell me, they said is the problem fixed now? My only options were yes or no.
I told them it is hard to say because the problem is intermittent. They said the next step was to send out a tech if the problem continues.
My problem is the picture and sound freeze for 5 seconds and then continue. It is obvious that I have missed a few seconds of the program.
This happens both with DVR playback and live TV. It happens several times per day. If I call for a tech, I am simply going to get a bill.
The tech will say "I do not see any problem". They are not going to wait around all day to see if it happens again.

I have REFRESHED my system and that did not help.

What did you think the agent would tell me after running the ITG??? 

Service Expert

Re: Picture freezing for a few seconds


@dadgren wrote:

The agent ran the ITG (Einstein) when I asked if they had anything to tell me, they said is the problem fixed now? My only options were yes or no.
I told them it is hard to say because the problem is intermittent. They said the next step was to send out a tech if the problem continues.
My problem is the picture and sound freeze for 5 seconds and then continue. It is obvious that I have missed a few seconds of the program.
This happens both with DVR playback and live TV. It happens several times per day. If I call for a tech, I am simply going to get a bill.
The tech will say "I do not see any problem". They are not going to wait around all day to see if it happens again.

I have REFRESHED my system and that did not help.

What did you think the agent would tell me after running the ITG??? 


for whatever reason, IF the test was run it would tell you if problems were found and if those were inside or ouside the home. I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.




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