Glitches on PBS channel

I have noticed that there are frequent glitches - e.g., interruptions during scenes that are pixelated, stall, then skip ahead, or move forward with no audio for a few seconds - particularly on WTTW (the PBS channel). Lately we have seen this also on NewsNation. Seen on more than one TV.

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XfinityRoberto

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2K Messages

23 days ago

Hi there and welcome to Comcast @user_1d0086. Thank you so much for taking your time and reaching out to us regarding your TV quality issues you have been experiencing. You are in the right place and we are happy to assist you today. Now are you experiencing this issue on live TV, recorded shows, or On Demand content?

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user_1d0086

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3 Messages

For the most part, live TV. For example, we'll be watching the PBS News Hour and we'll lose sentences of dialogue. Or a drama in which the scene gets pixelated and then jumps ahead.

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23 days ago

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XfinityRoberto

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2K Messages

Thank you so much for this information. Are you watching this on a TV box or are you streaming the live channel?

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23 days ago

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user_1d0086

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3 Messages

22 days ago

We are using an Xfinity cable box.

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my-screen-name

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22 Messages

13 days ago

Same exact problem. This has been happening for a while on all my TV's and others I've talked to say the same. I watch WTTW on either ch# 915 or 1011 on Xfinity cable boxes, 5 TV's; 3 with XG2 boxes and 2 with HD-DTA. The problem looks to me to be with either WTTW or Xfinity.

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XfinityDilary

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2.8K Messages

Thanks for your comment, my-screen-name. I'm sorry to hear you're experiencing issues with pixelation. This is not the type of service we aim to provide, and we'd like to help. What troubleshooting steps have you tried so far? Did you try rebooting the TX box manually or through the Xfinity App? Did you check the coaxial connections on both ends (wall plate and TV box) to make sure the connection is tight and there's no damage to it?

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11 days ago

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my-screen-name

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22 Messages

I've done the troubleshooting on my end. Other people I know that have the same problem have done troubleshooting. Has Xfinity done any troubleshooting on their end? Have Xfinity and WTTW discussed this problem?

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8 days ago

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XfinityEva

Official Employee

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2.1K Messages

Thank you, and we ask these steps as most of the time pixelation can be resolved with remote troubleshooting. If you are only experiencing issues with one particular channel it may be the channel itself and we provide what the channel gives us. At this time we are aware of a similar issue with PBS when receiving an error message on the screen with On-Demand content, and currently there is no estimate time when this will be resolved. We can certainly continue with troubleshooting steps that may help with the pixelation.

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8 days ago

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Glitches on PBS channel

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