Contributor
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53 Messages
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!
BruceW
Gold Problem Solver
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26.5K Messages
5 years ago
Ted, I'm seeing the same thing in South Central PA. My service includes CNN, AMC, Comedy Central, Hallmark, and E! channels. All of them are on carried on 339 MHz on the local system, but only CNN is displaying these periodic brief audio/video dropouts. It's been happening for at least a week.
Tivo Roamio diagnostics show a strong signal with good SNR and with zero Corrected and zero Uncorrected errors, suggesting that the problem is not local.
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jbrady33
Contributor
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53 Messages
5 years ago
Comcast people - could this be CNN's fed to you?
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CCChe
Official Employee
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6.9K Messages
5 years ago
Hi @jbrady33,
It's a possibility. My team can investigate your issues to help determine the cause and work with you until we get this fixed. Please send a private message with your full name and service address as it appears on your billing statement. To send a message, click on my name "ComcastChe," then click send a message.
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CCChe
Official Employee
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6.9K Messages
5 years ago
Sorry you're still experiencing freezing with your picture and sound. If you aren't able to reschedule the appointment on your end, me or a member of my team can and will continue to follow up with you in a private message until we confirm it's actually resolved. If you're open to working with us, I want to help by taking an in-depth look at your premise signals and the health of your node. I'll also check for any signal leakage in your area that would be causing this.
Can you send a private message? To send a private message, click on my name, "ComcastChe," and then click send a message. Please include your first and last name and address.
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CambridgeGuy
Regular Visitor
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3 Messages
5 years ago
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pow111
Frequent Visitor
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8 Messages
5 years ago
I have also noticed that today, for the first time in weeks, there have been no audio interruptions or pixelation. Hopefully the problem has been corrected.
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twx55
Contributor
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10 Messages
5 years ago
Yes, I also noticed CNN HD seemed OK today. Did not see any 4 second freeze all day but I was not on the channel for an extended period of time. Hopefully this has been resolved though it cleared up once before and then returned. Fingers crossed.
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cantabridgian
Frequent Visitor
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6 Messages
5 years ago
@CambridgeGuy - I noticed the same thing. CNN HD hasn't frozen at all in the past few days, for the first time in ages.
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codton
New Poster
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2 Messages
5 years ago
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aauchjr
Frequent Visitor
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14 Messages
5 years ago
Same here. Freezes appear to be gone. Nothing was done on my end and nobody from Comcast ever acknowledged my particular issue. So I'll assume it was a transmission issue with either Comcast or CNN that was resolved.
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Brocktoon
Contributor
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142 Messages
5 years ago
A month later and the pixelating / sounds drops are back on a new downstream frequency. Outside of Philly and several of my neighbors mentioned they were seeing issues on our local CW affiliate on ch 1057.
I checked and sure enough, all channels running on downstream frequency 201 Mhz are affected. This is affecting myself and all the nieghbors I checked with and it's happening on all equipment ... X1, DTA, legacy boxes etc ...
I checked the singal levels on 201 Mhz on my X1 box and HD-DTA as well as my niegbors legacy DCX box ... the levels were fine on all equipment with downstream power ~ 0 to +3 dbs, and the SNR on 201 Mhz was running 38-41 on all the equipment.
This is not a signal level or equipment issue at the premises ... something is going on again with the singal or transmission on Comcast's end.
This is getting very frustrating as the previous issue went away and had nothing to do with our premises, and now it's returned on another frequency which is showing good signal levels by all the neighbors I checked with.
Someone in engineering needs to check the 201 Mhz feed in my area without having to visit my house.
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cantabridgian
Frequent Visitor
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6 Messages
5 years ago
Seems like it might be happening again, on CNN HD. Just happened at 9:22AM EST (in Cambridge, MA, Channel 842). Will see if it recurs or if this was a one-off.
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pow111
Frequent Visitor
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8 Messages
5 years ago
After a couple of days of no audio interruptions/pixelation, I also noticed it this morning again on CNN.
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Brocktoon
Contributor
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142 Messages
5 years ago
My issues with frequency 201 Mhz went away sometime between mindight and 4 AM for myself and my nieghbors. No change in the signal levels. This still seems to point to something on Comcast's end.
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twx55
Contributor
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10 Messages
5 years ago
Have not had a 4 sec freeze/audio drop event on CNN HD in 2 days so far (So. Florida). But would not be surprised if it returns. It went away once before only to return. Seemed to improve on Wednesday Nov 11. If I get an event, will post time.
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