JohnMatteson's profile
JohnMatteson
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1st Kudo

Frequent Visitor

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24 Messages

Thu, Mar 18, 2021 12:29 AM

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?

This conversation has been merged. Please refer the main conversation:

Garble on television screen but not on streaming shows

Responses

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".

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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Frequent Visitor

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24 Messages

2 m ago

Done. You should have the PM now.

Official Employee

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176 Messages

Thanks for sending us the PM. I see that and am working on it now. I will respond to your PM shortly. 

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.
Was your question answered? Mark the post as Best Answer!tick

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

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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