tomlamson's profile

Regular Visitor

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6 Messages

Wed, Sep 15, 2021 9:38 PM

Pixelated picture

I often get a pixelated picture like this.

edit: I removed link. See below for screen shots.

Sometimes it clears up completely making me think that it is from the source.

Most often on channel 720 watching the Giants but sometimes on other channels.

Responses

BruceW

Gold Problem Solver

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22.9K Messages

1 m ago

Your link prompts for a login. Can you add the image to your post or provide a link that doesn't prompt for a login?

Pixelation (often intermittent) happens 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. You might also try unplugging the cable box/DVR/digital adapter power cord for a minute or so.

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.

(edited)

tomlamson

Regular Visitor

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6 Messages

@BruceW 3 screen shots from the video. note problem went away and picture very clear. Usually channel 720 so I suspect problem is remote rather than local.

Official Employee

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3K Messages

Hello, @tomlamson! Thanks for reaching out to us here on the Xfinity Forums for support with this issue you are having with your cable.

 

It looks like you've got some pretty severe pixelation going on there and we would love to take a closer look so we can get this cleared up and you can continue enjoying your favorite games without inturruption. Please send us a Direct Message with your first and last name as well as your service address so we can assist. 

 

To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

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Visitor

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1 Message

2 d ago

This has been happening to my HD TV's for months. Techs have not resolved it. I have repeatedly complained. It is frustrating. 

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