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lcdion
1st Topic

Regular Visitor

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3 Messages

Sunday, April 5th, 2020 4:00 PM

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Choppy Video on NBC Sports Bay Area

I'm trying to watch classic Warriors games on channel 720. The video is choppy during the games. It doesn't seem to happen during ads. I haven't seen it happen on any other channel. The choppiness during the games make it almost unwatchable, it's very annoying. I've run the pathetic troubleshooter and all it does is reset my set top box. It's impossible to reach a live person to see what going on.

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3 years ago

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MarcSF

Visitor

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2 Messages

3 years ago

I'm having the same issue too.  All Comcast wants to do is reset my TV box and then send a tech out who checks the cables and then says it's a Comcast issue and the issue never goes away!   The only option I see is DUMPING Comcast

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CCGina

Official Employee

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800 Messages

Hi @MarcSF, so sorry to hear about the trouble with the NBC Sports Bay Area channel. I saw that you mentioned in another post that your modem was overheating and humming; since the X1 utilizes internet service for Video On Demand and Cloud DVR service, if those are the where you are seeing the issues on NBC Sports Bay Area channel, replacing the modem may help. If not, you mentioned that the tech checked the cables; do you know if they removed or replaced a splitter on the line? (This post is from a while ago, but the links in it will show you what a splitter looks like). Are there other boxes on the account that are having trouble? If you view the channel in the Xfinity Stream app, does it also have the same issues there? 

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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3 years ago

user_134e35

Visitor

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3 Messages

Hi Gina, we are also experiencing this issue yesterday and today on NBC Sports Bay Area 720 while trying to watch Giants games. We have found that we can view the channel without issues through the Xfinity Stream App. We are also able to view it in standard definition on channel 40, but channel 1250 (NBSBA in HD) has the same issue has 720. Could you let us know what being able to view the channel via the App indicates, and how we might resolve this issue. Thanks in advance for your support.

3 years ago

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user_134e35

Visitor

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3 Messages

We also noticed this issue on 721 (NBSCA). I hope this helps.

3 years ago

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XfinityBrie

Administrator

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662 Messages

Howdy @user_134e35  That does help out. There could be one of a few things causing this, seeing as you were able to view on the app just fine:

 

1. A weak signal from the tap to the premise, causing signal degradation.

2. A weak signal from the premise to the equipment, or noise on the line caused by excess splitters, old cabling, etc.

3. Incorrect cable fittings on the equipment or in the home.

4. A signal broadcast issue with the broadcasters itself over the coaxial network.

 

Some of the easiest fixes include:

 

Checking the connection of your cables
  • The video cables between your TV and X1 TV box should be firmly connected.
  • The coaxial cable should be firmly connected to the X1 TV box and wall jack.
  • Make sure your HDMI cable is plugged into your TV and the HDMI out port of your X1 TV box.
  • Checked for damaged cables, especially coaxial cables. If the cables in the home or the drop to the home is older, it may be causing signal issues.
Power Cycling the Equipment:
  • Turn off your TV and X1 TV box, wait a few seconds, then turn them back on.
  • Your X1 TV box should resume playing in 5–20 minutes.
    • NOTE: You can manually power-cycle the equipment by unplugging the equipment as well as send a signal refresh through the Xfinity app for your smartphone. This clears most RDK or XRE style errors you may see.

If none of these resolve the issue, we highly recommend a technician visit as there may be something on-site that we cannot diagnose remotely. If needed, they can also submit maintenance referral requests for the property and area if there is something area-wide going on.

 

I can tell you from personal experience, I had a home that was built sometime in the 80's, and every other home was just like it in my neighborhood. Most of our lines weren't upgraded regularly, including the exterior drops, so there was signal noise and ingress in pretty much every home. Thankfully, it was caught and mitigated during regular maintenance from Xfinity field techs, and we wound up getting an electrician to run new coaxial cables throughout our home so we were up to spec.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

user_134e35

Visitor

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3 Messages

Thank you for getting back to us! We found that we have a new coax cable that we can try. We'll let you know if any of the above suggestions that we can do ourselves help. One additional point I might add is that this only started happening recently (within the last few weeks). Thanks again for your response.

3 years ago

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