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cosmo-712
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Conversationalist

Contributor

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41 Messages

Monday, June 14th, 2021 6:01 PM

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Pixelation

I posted recently about pixelation on the weather channel around 6/3, it was determined that it wasn't a known or widespread issue, it occurs on both my DTA (one way) and my 4K DVR box (two way) I tried calling in but the call went sideways when they wanted to change my modem boot file. Since this occurred I have done all the customer side steps such as box reboots, unplug and reconnect cable to boxes, even rebooted the Comcast provided house amp.  It's still occurring after all those steps so I'm presuming we're having a signal issue from the tap to side of house. I wanted to see about a TR without going through above grief.

Thanks,

Mark

Question

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Updated 

4 years ago

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XfinityGabriel

Official Employee

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2.4K Messages

4 years ago

Hi, @cosmo-712! Thanks for reaching out to XFINITY here on our forums page and for patiently waiting for a response. I am sorry to hear about the video service issues and the troubleshoots steps taken thus far. I apologize for the inconvenience that we have caused by making you feel this way. My team can help. In order to further assist and take a look at what’s going on, please send us a private message with your first/last name and full address by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message.

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cosmo-712

Contributor

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41 Messages

Not sure why I'm not getting the chat icon, using Firefox which might not allow it...can you email me ? Are you able to see that ?

Thanks!

4 years ago

0

CCKorie

Problem Solver

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1.1K Messages

We do work solely over this platform for documentation purposes. Have you tried another browser? 

I no longer work for Comcast.

4 years ago

0

cosmo-712

Contributor

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41 Messages

@ComcastGabe 

If this is working correctly, my address is [EDIT: Removed Personal Information]

(edited)

4 years ago

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XfinityMarcos

Official Employee

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2.4K Messages

@cosmo-712, I appreciate you sticking with me and trying to send that private message. Your last comment was public, but I'm still right in your corner. Were you able to try a different browser or locate the chat icon? If not, can you please try to clear your cache and cookies and log back into the forum to attempt that message? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 years ago

0

cosmo-712

Contributor

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41 Messages

So I can click on the "chat" button and neither Firefox nor Edge seems to work, I can "look" for anyone of your "ComcastNAME", but not any of you that recently responded, it does show conversations from last year. I will say that I already did get a T/C scheduled and after all that, it seems to be resolved. Anyway, I realize that people looking at their tools from elsewhere or even another country probably don't see down to node level and when I worked here locally for Comcast, we would usually get emails for local issues that never made the "big" board. I just didn't think changing my modem boot file or sending new boxes were the answer. 

Thanks !!

4 years ago

0

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