jbrady33's profile
jbrady33
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Contributor

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53 Messages

Tue, Sep 29, 2020 9:00 AM

pausing, pixelating, freezing, sound drops for several seconds

2nd attempt

 

MODERATORS - please don't move/delete this again as "unhelpful" , I am still having this issue and hoping for advice of resolution form the Comcast employees on the board

 

Several channels on all TVs in the house have pausing, pixelating, freezing, sound drops for several seconds.  CNN (817) and the music channels (429, 427, 428) for sure

This happens several times an hour and is really annoying an interruptive.

We had this once before a few years ago, it took like 9 months to close the ticket,   Several tech visits, lots of resets, all splitters and cable ends replaced, all boxes replaced.  A service manager with a fancy meter tested our house, let us know it was NOT in our home but somewhere in the Comcast network, probably locally to our area,   He called a few weeks later and said that equipment/cabling locally was replaced or repaired and it fixed several long running issues.

So my questions:

Is anyone else having this?

Is there any way to request the ’local area’ to be checked or whatever like the manager did without going through the months of site visits and phone support first?  We are in Elkton MD

 

 

Thanks in advance!

 

Responses

New Poster

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1 Message

4 m ago

I have had the same thing and nothing Comcast/xfinity has done has fixed the problem. I have switched splitter, cables, reboots/refreshes and nothing as worked. Please let me know if you solve this so I can do so as well.
ComcastTeds

Official Employee

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18.9K Messages

4 m ago

@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.

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New Poster

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1 Message

3 m ago

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

 

 

New Poster

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1 Message

2 m ago

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.

Rustyben

Expert

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24K Messages

2 m ago


@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.


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.

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Official Employee

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204 Messages

2 m ago

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! 

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Visitor

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2 Messages

2 m ago

ComcastTeds

I just started with Xfinity a couple weeks ago, as that is who my new condo association uses. I immediately noticed pixelating on numerous channels including the ESPN channels. I removed all but one splitter, using one 2 way splitter to output to a modem and one Xfinity box. I called up Xfinity tech support and they determined that the frequency issue and signal loss was on their end, so they sent the first technician out for free. While he didn't do much, he decided that the issue was with the initial wire from the electrical room. He told me that he had two other jobs to go to and finish first and then he would come back to my home and put in a new line. He didn't.

So I made a new appointment for two days later for another technician to put in a new line. He came, played around with my wires and setup, went to the X1 box special white screen and saw the frequency issues with ESPN and other channels. He looked in the electrical room, didn't think anything was wrong with the line to my condo, but thought something was wrong with the tap. He didn't fix anything, and told me at the end of the visit that he was going schedule a repair crew that would come out within 24 hours and fix the tap. He didn't, as I checked with Xfinity Support, and no Comcast crew showed up within the past 48 hours. Lastly, I was charged for this visit, even though he did nothing to eliminate the pixelating on the channels.

Is there anything that you can do, or anyone on your end can do, to have someone find the source of the pixelating and get someone out to fix the problem. If someone actually fixed the issue, I'd have no problem paying even though the cost of fixing of the signal issue due to Xfinity's fault shouldn't fall on me. However, I refuse to pay for something that it isn't my fault, and also didn't get repaired.

Thank you,

Michael

Official Employee

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150 Messages

Hi Michael! Thank you for posting to the forums and bringing this to our attention--we can certainly reach out to the field teams to just the status of any maintenance requests regarding the property. I'd also be more than happy to get that fee waived on the account, given the circumstances. 

 

Could you start a chat with us so we can better assist? Click the Chat icon at the top right of the page--this will place you into a peer to peer chat with an Xfinity representative who will assist as soon as possible. Please include your name, account holder name (if different) along with the affected service address, including any applicable unit or apartment numbers.

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Visitor

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2 Messages

2 m ago

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.

Official Employee

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148 Messages

I'll be glad to dig into the account and help confirm everything you discussed, Michael. That way I can provide some peace of mind going forward. I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your message. Please add your first and last name to help us locate your account. Let me know if you have any questions.

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Visitor

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1 Message

2 m ago

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!

Official Employee

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46 Messages

Hey there, and thank you for letting us know that this has been going on! We always want you to have the best experience possible, and I'm so sorry that we have fallen short of that effort. If you're still in need of further support, please click on the chat icon, listed at the top right-hand corner of this page, including your full name and address, and I will be more than happy to help in any way that I can. Our Digital Care Team is here, every step of the way! -Tyler

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Regular Visitor

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5 Messages

1 m ago

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.  

Official Employee

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148 Messages

Hello, @VP117. I see you are having ongoing issues with your equipment. We have been working with everyone to help get this fixed. I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your first and last name to help us locate your account. Let me know if you have any questions.

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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Regular Visitor

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5 Messages

Thank you. I've sent a private message with my details. 

Visitor

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1 Message

1 m ago

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.

Official Employee

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130 Messages

I would like to look further into the issue for your account. Can you please send us a Private Message with your first and last name and service address? To send our team a private message, click the chat icon at the top right of the screen. Choose the handle "Xfinity Support".

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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