pausing, pixelating, freezing, sound drops for several seconds

@cback 

Apologies for the issue and the experience that you described above.

Pixelation and audio-video dropout issues (freezing) are almost always related to local or individual signal or connection issues. The issue can occur on a single channel or multiple channels due to the frequency or frequency range that the channel is delivered on. Changes in temperatures can also aggravate the issue.

Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue.

I have asked that someone on our local team review your account so that we can start the troubleshooting process and get this resolved. 

In my cursory review of your account I can see localized signal issues that are likely the cause of your observations. The downstream RX power, upstream TX power and upstream SNR (among others) are out of spec and need our attention. There is also FM noise interference. 

I can also see a maintenance ticket (JB36068449)recently opened that is underway for your neighborhood. 

A technician visit may be required so that the signal levels can be reviewed and adjusted if necessary. There is no charge if the issue is determined to be with our equipment or originating outside your home.

Thanks for your patience.

RE @Brocktoon

This may be related to a potential issue on Comcast's end that I've been troubleshooting over the past week or so.  This may not be unique to the X1 platform but something going on with the downstream linear TV signal from Comcast.

I noticed a week or so ago that CNN's audio/video was freezing a few times an hour ... not pixelating, but the audio and video were freezing every 10 to 20 minutes.  This was happening on both my XG1v4 box and my non X1 HD-DTA.  I eventually noticed that this was happening on a few other channels such as Comedy Central and AMC.

I know how to check the diagnostics and signal levels on my equipment and noticed they were all occuring on the same frequency.  Comcast compresses groups of channels onto single frequencies.  In my area just north of Philly, Frequency 309 MHz contains ...

CNN

AMC

MTV

MTV Live

VH1

Comedy Central

Hallmark

E!

FreeForm

Golf

All of the channels seeing the freezing audio/video are in this block.  I've checked the signal strength on my various equipment and the levels look fine on my end ... downstream power around -1 to +1, and SNR >40.

My neighbors are seeing the same thing with various equipment, AND I checked with a friend in NJ (next state over) and they are also seeing the same thing.

I'm having the same issues (for months now) Comcast previously blamed my older DVR box (it's not "X1")...I didn't want to replace it and risk losing our DVR stuff. Techs have told us..."it should be ok...it's probably all in the cloud" - not very comforting.

It's just gotten so bad, I finally pulled the box, took it into the local Comcast store and had it replaced with an X1 box. The good news is...we didn't lose any DVR'd show! I also (in the past week) replaced ALL of the Coax cables in the house with new - 2 from Comcast (the shorter ones, going to the DVR and my router) as well as the ones under the house with brand new  Quad Shielded RG6. I also replaced (with new) coax distribution box/amplifier (COMMSCOPE CSMAPDU9VP). I also properly grounded the amplifier (it wasn't previously), and installed termination plugs on unused ports.

I'm still seeing pixelation on (at least) Freeform HD - I haven't checked the other channels as of yet.

We leave in 2 days for a month...I guess I'll look into it (again) when we get back.

Seriously want to 'cut the cord' This $180 a month for internet and bad cable isn't worth it! (If only I could talk my wife into it!)

Location is SE Michigan

I have had this problem for over 2 years.  It is intermittent, and cannot be fixed by restarting my system. Comcast has had a tech come to my home and replace everything in the system. That appears to solve the problem for a while, but it continues to come back again, and again. I believe it is a problem with the local Comcast delivery network, but I can't prove it. If it were a problem with my set up, I would see some kind of pattern with when the problem occurs. But it is totally random, and happens most often around the lunch or dinner hour (i.e. hint: Incresed viewership) Xfinity is just too arrogant to admit it. They keep wanting to blame my personal set up.  I see the problem is happening to a lot of people, so maybe Comcast will do something when they start losing customers.

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@FABoni wrote:

I have had this problem for over 2 years.  It is intermittent, and cannot be fixed by restarting my system. Comcast has had a tech come to my home and replace everything in the system. That appears to solve the problem for a while, but it continues to come back again, and again. I believe it is a problem with the local Comcast delivery network, but I can't prove it. If it were a problem with my set up, I would see some kind of pattern with when the problem occurs. But it is totally random, and happens most often around the lunch or dinner hour (i.e. hint: Incresed viewership) Xfinity is just too arrogant to admit it. They keep wanting to blame my personal set up.  I see the problem is happening to a lot of people, so maybe Comcast will do something when they start losing customers.

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I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.

Hello, @FABoni! Thank you for reaching out to us over our Community Forums! We would be more than happy to take a look at your concern! Please send us a Private Message with your first and last name. To send a private message, please click my name "ComcastMartinR" then select "Send a Message" on the right side. Thank you! 

Thank you ComcastBrie for responding. I finally found time to use the xfinity chat last night, and the person I spoke with promised to send out a senior technician at no cost to me on Friday between 8-10am. Today, I called Comcast to make sure about the appointment tomorrow, and they said no appointment had been scheduled. So the person in the chat lied to me. I have screenshots of everything. This is beyond frustrating, but I'm not sure what I can do at this point.

When I called Comcast today to see if there was an appointment for tomorrow, the lady said there was not and that she sent my issue to the higher ups, and they would test my signal within 24 hours and I would receive a text message to see if they need to schedule another technician. She gave me a reference number (cr958653017) but I have no idea if this woman is telling the truth either.

Yes! My screen even goes black on one TV. I had a tech out this week. He tried a couple of things and got me going. Then the next day the issue started happening again. He said I might need a new splitter but there is no way to let the technician know without going through the whole frustrating process of chatting again. I miss being able to call and talk to someone!

Did anyone identify what is causing these problems? I have had the same thing (pixelation,  freezing,  loss of audio,  black screen) and nothing has fixed the problem. I have performed reboots/refreshes and nothing has worked. Neighbors having same problem. Please let me know when these issues will be resolved.  

Yes, the same issue also on the same channels plus A&E, TNTHD, SYFYHD and, agreed, if it just started happening, the issue is outside the home and must be fixed there.