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user_f69419
1st Topic

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3 Messages

Wednesday, December 21st, 2022 7:24 PM

Pixelization on Channels 1-12

​I've had this problem for about 2 years pretty much regularly.   Channels 1-12 pixelate to the point they are unusable 50% of the time.  Yet anything I watch on channel 33 and above is fine.   So not the equipment.    Numerous calls to Comcast.  They've even been in the house and last time replaced splitters.   Swapped out cable boxes, cables, even one of the TV's etc during various calls.    What usually happens is it works for a few days after I talk to them, they must do something, then it reverts back to this.   ​

​I'm well on my way to cutting the cord, but no - I'm paying for this and needs to be fixed.  I'm sure a comcast person will see this and contact me, we'll do another transactional call, rinse and repeat and I'll be back to where I was in the week.       How do I get ahold of somebody at comcast that will treat the overall issue holistically?   There seems to be no customer satisfaction/advocate contact, even as the sites state they do this.        Trying to figure out how to get the correct attention to resolve​

Question

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Updated 

3 months ago

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XfinityChristopher

Official Employee

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554 Messages

3 months ago

@user_f69419 Hello and good afternoon, and thank you for reaching out over our Xfinity Community Forums. I am so sorry to hear about this ongoing pixelation issue you have been experiencing, that would definitely be really frustrating. You have reached the right place, and I would be more than happy to assist you in getting to the bottom of this once and for all. Anything we can do to help a valued member of our Xfinity family after all you have been through with this already! To continue, could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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user_f69419

Visitor

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3 Messages

@XfinityChristopher​ Two things...  Please tell me I'm mis understanding - what you are asking me to do is what I mention I'm trying to avoid  yet again - open a first line ticket with an offshore person who will walk me thru a script and ask me to do the same 43 things I've always done.   At the end maybe they'll do something on your end that will look good for a few days and then we'll be back here.  Is that the case?   Looking for something beyond that.    If it is indeed different  - I don't have a peer to peer chat button presented to me.  Xfinity support page breaks it down by category (I chose TV & Streaming),  all I get is the option to Ask Infinity which takes me to a chatbot,  after a series of questions I may be able to chat with aforementioned first line human starting from scratch.    Can you please phrase your directions that reflects same way that is presented to us end customers signed into finity?     Thank you

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3 months ago

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XfinityChristy

Official Employee

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427 Messages

@user_f69419 I am truly sorry for the frustration you have had when trying to enjoy your television programs when watch channels 1-12. Our team would need to get some basic information to help find a solution for this issue. From experience, it sounds like you may be watching the standard definition channels rather than the HD channels in your area. I would be able to confirm this and help you find the HD channels in your lineup once I have access to your account, or you can check for your self by using the following link. https://www.xfinity.com/support/local-channel-lineup

 

I apologize for the confusion on the steps to send us a private message. The link to send us a message has had a name change. The directions are the same, but you should see "Direct Messaging" instead of "Peer to Peer".  

(edited)

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

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3 months ago

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user_f69419

Visitor

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3 Messages

You might be taking my comment 1-12 literally.   I am referring to 702-712, which are the local channels in HD in my area, doesn't matter if I choose 12 or 712 it's the same issue.    It doesn't matter on the higher channels - for example 33 or 733 both work.    Not an HD issue.  

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3 months ago

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XfinityDanielC

Official Employee

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545 Messages

 

 

Thank you for the update and clarification. I would like to look into you concerns and pull up your account. Please start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your full name and service address to help me locate the account. Thank you.

 

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

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3 months ago

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