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Visitor

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9 Messages

Thu, Jul 29, 2021 5:49 AM

Echoing on commercials only on sports channels

A moth ago the sports channels were pixilated. 1 different tech came out. The last one gave me all new cables inside and out and did some work on the pole. The pixilation was fixed, now the sports channels commercials are echoing. The techs have all done the same thing and nothing works. One tech even told me to get a new TV. I asked to speak to a supervisor and I was told they were short staffed and I would have to call back next week to set up an appointment. Well you know what that means. I will again, for the 6th time, be on the phone for another 3-4 hours while they "trouble shoot" even after I tell them everyone keeps doing that and it doesn't work. I feel like I'm stuck in a vortex. 

Responses

Official Employee

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193 Messages

2 m ago

Thank you for taking time to reach out to our forum about your issues with audio echoing on the sports channels, @user_a850ae! I feel like sports are always on in my house so it would be a huge nuisance if that was happening. Is this happening on more than one TV? Have you tried refreshing by pressing the "A" button on the Xfinity remote? 

Visitor

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9 Messages

@XfinityEmilyB 

I have one TV. Actually I have told all the tech that too. They keep asking about other TVs. I am single and have one TV. ALL of the techs that have come to my home say the splitter on the pole needs to be checked. I was told Thursday, by a phone tech I needed a new TV. I asked her if that was the case, why were the problems only on the sports channels. She actually said "I don't know, but I do recommend you get a new TV." I asked another tech to please set me up for an appointment he said I would have to call back next week! I understand staffing is rough for everyone right now. I have tons of patience. But all anyone has done for me is reboot, refresh and ask me to push a button. I have done all of that more than once for over the last 3 months. I was given a new box, new cables, new work done on the outside and inside. The last tech, there have been 4, told me everything had been done as far as my home goes. The only thing left is to check the splitter on the pole between my home and my neighbor. I spent almost 3 hours on the phone Thursday. One of the techs knocked me off line while he bragged he could fix the echo. So not only did he NOT fix it, i was off line for over 2 hours. He kept saying he didn't know how he did that. I get the super high speed internet because of my work and I like listening to sports as I work and a few shows and the news. I don't need Hulu or Netflix. 

(edited)

Official Employee

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285 Messages

Thank you for the additional details about the issues you're experiencing with the echoing. You mentioned all new cables, to confirm, was the HDMI cable also replaced or only the coax cables within your home? I would like to check on the signal reports and review notes on your account from the previous troubleshooting sessions. Please send us a chat message with your first and last name. The Peer to Peer chat icon is located at the top right of the Community Forum page, clicking on the chat icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle.  

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

Visitor

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9 Messages

Is the peer to peer chat the little "square" box that has lines in it? I will not go back to chatting with a "chat tech". They do not help. They can not help. I came here looking to see if others had experienced the same issue. How about that, looks like they have. I hope the phone tech hasn't told too many other people to go get a new tv. 
As far as the cable. I have gotten ALL new, coax and HDMI. I was even give a new box. As I stated before,  everything is all new. Even the wiring that was done outside is new. As I said before the last tech told me, he purposely gave me all new everything, even outside of my home, so they would know the only thing left to be done is to check the splitter on the pole. He said if my neighbor doesn't have watch cable, they would not notice or report a problem. I'm so happy you want to help, but I am going to have to go into the local office explain the whole story over again for the 6th time, get on my knees and beg someone to come take a look. It is obvious this problem is not going to get fixed by rebooting, refreshing, clicking a button on my remote. I have lots of "nerves", unfortunately I am on my last one with Xfinity. 

Visitor

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9 Messages

When I put your name in the peer-peer chat box it says its not found. What is the exact information to put into the box. Please post your "handle". 

XfinityBrie

Official Employee

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351 Messages

To send a peer-to-peer chat:

 

Please only send a chat when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.

 

  • Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/3fm1Zwd
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.
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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