U

Visitor

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2 Messages

Sun, Jul 10, 2022 6:39 PM

picture and volume freezing, help

It happens spiritic, but when watching any program or channel, the picture will freeze, and volume gets cut out. Reminds me of the old dial up and buffering.

I've tried restarting, refreshing and unplugging, nothing seems to help

Accepted Solution

BruceW

Gold Problem Solver

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24.2K Messages

5 months ago

... when watching any program or channel, the picture will freeze, and volume gets cut out. ...

Picture and sound happen when the signal for the channel you are trying to watch is too weak or has too much noise. This might be because of a bad cable box or a problem at Comcast (check https://www.xfinity.com/support/status/, 1-800-Comcast voice response, or the "My Account" app) but is most likely due to a poor connection between the box and Comcast's network, usually in or near your home.

Troubleshoot by checking all connectors for corrosion and tightness, and by looking for damaged coax cable. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.

If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. Ask them to check the account setup and send a refresh signal to the box. If they can't fix the problem remotely, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast cable box/DVR/digital adapter or anything outside your home, you shouldn't be charged.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

Official Employee

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596 Messages

5 months ago

Hello @user_526821, as mentioned by @BruceW, all great steps to get started. If this is not cleared up, please let us know, and if you are not still having the issue, what steps did you take to get this resolved? 

Visitor

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2 Messages

@XfinityBrandon​ 

I checked all my connections and found nothing unusual. When I called Comcast, they said there was some sort of " outage in our area "It was an automated response. I have had no issues for 3-4 days.

Official Employee

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636 Messages

Thank you for getting back to us. Please send us a private message if your concerns continue. We would love to step in and help. 

 

Click the "New message" (pencil and paper) icon
 
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   - An "Xfinity Support" graphic replaces the "To:" line.
 
   Type your message in the text area near the bottom of the window
 
   Press Enter to send it.

 

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