user_694c23's profile

Visitor

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2 Messages

Tue, Oct 12, 2021 8:23 PM

TV channels pixelating

It has been four continuous days where all channels are pixelating. Doesn’t matter what room. I have refreshed, restarted at least 8 times. Have been on phone with technical service. Have tried other HDMI cables. Verified all coax cables are tightly attached. Tech support thought it was one specific channel, TNT. But problems persist while trying to watch Bears game on local channels, Sox playoffs on FS1, local programming on CBS. Main box, wireless box, as well as wired boxes. 

BruceW

Gold Problem Solver

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23.1K Messages

2 m ago

Pixelation 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.

Official Employee

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2.6K Messages

2 m ago

@user_694c23

 

Lets take a look at your signal and account together. I understand that issues with your TV can be frustrating so our team wants to help fix this asap! Can you please send us a private message with your full name and service address? 

 

To send the requested information:
  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon 
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support"
      there. As you are typing a drop-down list appears.
  • Select "Xfinity Support" from that list. An "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

Visitor

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2 Messages

1 m ago

Apparently everyone in my culddesac was experiencing the same issues. An outside line issue was determined and repaired. A week of issues should have rendered my account a credit. 

Official Employee

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419 Messages

Hey @user_694c23! We can definitely review your account to offer credit for your time without service. Please reengage in direct messaging. 

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