onemodog's profile

Visitor

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4 Messages

Thu, Jul 29, 2021 4:25 AM

CSNBC Bay Area - Bad Video Two Days in a Row

Trying to watch the Giants game last night and tonight and the video feed is choppy and cant see a thing.

All other channels are fine as are phone and internet.

I reset the box yesterday and it did not work.

I have not reset the box today.

Whats up?

Responses

Visitor

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4 Messages

2 m ago

Seems to be in the evenings. Couldnt watch the Giants game on Tuesday or Wednesday night but it worked fine yesterday during the day game.

Also had the problem during the NBA draft on ESPN the other night. 

Channels 720, 721, 724 were the ones effected.

Note: This comment was created from a merged conversation originally titled Pixelation on ESPN, CSNBC BAY AREA
BruceW

Gold Problem Solver

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22.8K Messages

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 (check https://www.xfinity.com/support/status/, 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, 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, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. 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/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast cable box/DVR/digital adapter or anything outside your home, you shouldn't be charged.

Official Employee

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75 Messages

Hi @onemodog! Thanks for posting to the Xfinity Community Forum to hare your experience with the pixelation during the evening time. This is good to know for troubleshooting purposes. The information provided by BruceW is correct. I wanted to check in to see if you were able to follow some of the advice that was given, and whether or not it help on your end? Please let us know and we'd be happy to help further if needed! We can start by checking for any premise signal issues or issues at the node, and if necessary work with you and your local techs to find a fix. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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4 Messages

The issue is back. When I made the original post, a tech was scheduled to come out. I received a message saying that Comcast found an issue near my home that was believed to be the problem and to cancel the appt. if it was fixed. The issue was good for a couple of days so I cancelled the appt. 

Of course, the issue is back again ...its been about a 8 days with no issue, now the issue again.

Need this fixed....The channels i watch the most are affected.

(edited)

Official Employee

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150 Messages

@onemodog I'm so sorry to hear that the issues have returned. I can definitely look into scheduling a tech visit for you if you'd like. Please send us a Direct Message with your first and last name as well as your service address so we can assist. 
 
To send a message, click the Direct Message chat icon at the top right of the page and enter Xfinity Support in the "To" section of the chat.

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

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