Frequent Visitor
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24 Messages
Pixelated picture and noise on TV, but clear when streaming live or recorded shows
This is a follow on to my earlier complaint thread (started 5 March) about this same issue. This problem has been going on for nearly two months. Trying to get to an engineeer via the phone in support is an impossibility.
Rundown on the symptoms/troubleshooting.
Noise and pixelated picture, breakup on the sound, sometimes to the point where the television loses synch, it goes black and remaining that way for minutes before coming back, with just as much noise and pixelation.
Comcast tech dispatched to replace all indoor components (coax cable, X-1 box) Was charged 100 USD for this. No change in symptoms.
Comcast did some 'scheduled maintenance' in the area (no more details available on WHAT they've did maintenance on. No change in symptoms.
Hooked different television to the HDMI cable on the X1 box. No change in Symptoms (all indoor equipment has been changed out at this point in time) Results, you guessed it, NO CHANGE IN SYMPTOMS.
Comcast doing additional Scheduled Maintenance in the area. Pictured just as screwed up as ever.
Now for the better information. No matter how screwed up the Television picture was, my STREAMING service to my PC was crystal clear.
When will my signal be clean again, Comcast?
Responses
ComcastRayana
Official Employee
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176 Messages
2 m ago
Hello, @JohnMatteson. Thank you for reaching out about the issues with the TV service. I am very sorry to hear that the issue is still ongoing and super thankful that you are letting us know so we can continue to help. I can imagine this has been very frustrating to go through and we want to see it fixed. Can you please send us a chat message with your first and last name? To send our team a private message, click the chat icon at the top right of the screen. Choose the handle "Xfinity Support".
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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JohnMatteson
Frequent Visitor
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24 Messages
2 m ago
Done. You should have the PM now.
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user_5d5694
Visitor
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4 Messages
1 m ago
Have had two cable boxes for about two months very random certain HD channels pixelate and are not watchable the SD channel is ok
we have done all of the restarts and resets internet signal is excellent and no issues
we have a commscope amplifier splitter in the attic that was installed when we had Verizon fios not sure if I need it but i do need a splitter
should I remove that device and get a standard splitter the longest cable run is less than 50 ft
please help
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JohnMatteson
Frequent Visitor
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24 Messages
1 m ago
What ended my issue was a pair of crews came out to check the lines leading to and through the breakout boxes in front of the houses. That and some additional maintenance at the breakout box on the state highway near the entrance to the subdivision.
I would suggest checking the coax to find the impedance (6 ohms, 50 ohms, whatever) and ensure that all the components between the demarc box (on the side of the house) and your set top boxes are compatible. Beyond that, contact a wiring contractor that has experience with cable service installations.
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