MLB Extra Innings screen and and Audio Freezes

I am experiencing the exact same issue as this:

https://forums.xfinity.com/conversations/channels-and-programming/mlb-extra-innings-screen-and-and-audio-freezes/6632d177d0a1e70b59e4266d

Audio drops out of games on every cable box. It does not return until you switch channels. Sometimes the screen goes black as well.

This makes games unwatchable.

It has been happening frequently for the past 2 or 3 weeks.

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XfinityVianney

Official Employee

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2.8K Messages

1 month ago

Hi @Lmec,

Thank you for taking the time to create a new post, and also for referencing similar issues you found on the Forum. I am grateful for all your time and efforts so far. I understand you are having trouble with MLB Extra Innings games freezing (audio/picture), and you then have to switch channels to fix it temporarily. I can certainly see how this impact how you view and enjoy games. You mentioned its on each box which is not ideal when catching games live. I've sent a refresh signal to the home to help clear up any general issues just now. Have you seen any error messages or codes populate when this occurs? If you attempt to view the games on the Xfinity Stream App when home, does the issue occur there as well? Have you also used the Xfinity App to restart your equipment to see if it helps? If you haven't tried, you can follow the steps here https://www.xfinity.com/support/articles/x1-reboot-my-set-top-box.

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Lmec

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11 Messages

I do not use the App and have not tried it. There are no error messages when this happens.

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1 month ago

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XfinityVianney

Official Employee

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2.8K Messages

I checked for any errors that may have populated as you attempted to tune in, but I didn't see any red flags on by end. The post you listed was from 2024, and I don't see we've had any national reported tickets for this specific issue currently. Are you watching or recording any games tonight? Do I have the green light to send a signal to help reboot your equipment as well?

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1 month ago

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Lmec

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11 Messages

Yes, this is an old post, because it is apparently recurring.

It happened on the weekend several times, but did not happen last night.

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30 days ago

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Lmec

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11 Messages

It happened ten minutes ago. The MLB package is far too expensive on top of other charges for it not to work consistently. Are you doing any investigation or is the only answer to reboot things?

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29 days ago

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XfinityOrlandoM

Official Employee

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3.5K Messages

@Lmec

Thanks for reaching back out. I’ll be happy to take a closer look at your account and help get this resolved.

Please send me a direct message with your first and last name, along with your full service address.

Here are the detailed steps to direct message us:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "Start new conversation" (pencil and paper) icon

In the "To:" line, type "Xfinity Support"

As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

An "Xfinity Support" graphic will replace the "To:" line.

Type your message in the text area near the bottom of the window.

Press Enter to send it.

How to: Direct messaging within the forum | Xfinity Community Forum

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

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U

user_rg2tk8

3 Messages

1 day ago

I'm here and found this thread because it's happening to me too!! No other channels, just games on the MLB Extra Innings games on Xfinity!!! Help Please!!!

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Channels and Programming

Lmec

MLB Extra Innings screen and and Audio Freezes

XfinityVianney

Lmec

XfinityVianney

Lmec

Lmec

XfinityOrlandoM

user_rg2tk8

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