Visitor
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1 Message
Bad picture quality
Every channel we try to watch as a bad picture quality, and we already tried resetting the box and having you guys reset it it’s not working. We need to speak with a representative
Visitor
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1 Message
Every channel we try to watch as a bad picture quality, and we already tried resetting the box and having you guys reset it it’s not working. We need to speak with a representative
BruceW
Gold Problem Solver
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26.5K Messages
1 month ago
Pixelation 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/Xfinity (check https://www.xfinity.com/support/status/, 1-800-Xfinity voice response, or the "Xfinity" app) but is most likely due to a poor connection between the box and Comcast's network, usually in or near your home.
Troubleshoot by checking all connectors for corrosion and tightness, and by 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 or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Xfinity, or use one of the options on https://www.xfinity.com/support/contact-us/. Ask them to 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/Xfinity originally supplied them) you'll probably have to pay for the visit (approx. $100) unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast/Xfinity cable box/DVR/digital adapter or anything outside your home, you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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XfinityChristy
Official Employee
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2.1K Messages
1 month ago
To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account.
To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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