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!
mlangs
New Poster
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1 Message
5 years ago
We’re located in suburban Phila, PA.
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dcfox
Contributor
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387 Messages
5 years ago
Same here in Columbia Pa. Worse on certain days. Get lock ups, voice drops and pixelation. Been for a while. Was told by a tech they are uprading the fiber optic network so give it a couple of months. He said somthing about adding nodes so the fiber optic go farrther through the lines. Not sure if true or not but hope so. Today was fine though so far.
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MakeESPNwork
Contributor
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17 Messages
5 years ago
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MakeESPNwork
Contributor
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17 Messages
5 years ago
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MakeESPNwork
Contributor
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17 Messages
5 years ago
Is there anyway you can look into my account and see which tech was out here the first time and then today at the other unit. I want to make sure it is not him tomorrow (I’ve rescheduled and they’re going to wait if they have to). The guys who came out most recently actually knew what they were doing and I’d like them to be the ones out here again. And is there a way you can figure out how the guy here managed to mess my service while working on someone else’s. I can message you the address that they were working in this morning when I left at around 10:45am.
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CCTeds
Gold Problem Solver
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18.9K Messages
5 years ago
@MakeESPNwork Apologies again, I do see that there is a technician visit scheduled for later today. I have also asked the team to be sure that your account is credited for the time without services and to follow up with you directly after the technician visit.
Thanks for your patience.
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CCTeds
Gold Problem Solver
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18.9K Messages
5 years ago
@dcfox
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 PA 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 SNR and downstream TX levels are out of spec and need our attention.
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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dcfox
Contributor
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387 Messages
5 years ago
@ComcastTeds Thanks I am aware there is a problem as a tech was just here weeks ago and said the are rebuilding the system and to give it time. I PM you in a reply to another thread you PM me about. Thanks.
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MakeESPNwork
Contributor
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17 Messages
5 years ago
Whatever the tech did for the other tenant yesterday he found a way to make my stuff not work and this is the same tech who came out to my place the first two times. It wasn't until the two guys came out after that everything started working. Is there a way to get those techs back because they had my stuff working.
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dcfox
Contributor
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387 Messages
5 years ago
Appreciate it. Thanks for the help.
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CCTeds
Gold Problem Solver
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18.9K Messages
5 years ago
@dcfox Just the same, I'd like our team to take a closer look at the account. Thanks for your indulgence.
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MakeESPNwork
Contributor
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17 Messages
5 years ago
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dcfox
Contributor
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387 Messages
5 years ago
Thanks for your help and someone did reach out and after 3 visits in the last week and an 24 hour outage on dec 6-7 after the first it seems to have been resolved with replacing outdoor wires when a supervisor came with a tech. Again Thanks.
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richlean
New Poster
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1 Message
5 years ago
Same problem in Scotts Valley CA. Problem is consistant and occurs several times an hour although sometimes less frequently. Picture will freeze for about 5 seconds while sound continues. Picture will then pixilate for about 3-5 seconds and then recover with the picture syncronized to the sound. Sound is never interrupted. The channels I watch (mostly) are TCM, Cartoon Network, and Discovery and it occurs on all of them. I have the main box and 3 remote boxes and it occurs on all of them. I have x1 service.
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CCTeds
Gold Problem Solver
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18.9K Messages
5 years ago
@richlean
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 SNR (among others) are out of spec and need our attention.
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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