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Friday, September 6th, 2024 1:52 AM

Tv freezing and skippin

My tv keeps freezing and skipping

Gold Problem Solver

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26K Messages

2 months ago

My tv keeps freezing and skipping

That usually 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 "Xfinity" 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 and an employee does not respond to your message here, 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 (approx. $100) 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.

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Official Employee

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1.8K Messages

2 months ago

 

user_s2dwrg Thanks for posting on our Community Forums. I'm sorry to hear about your TV freezing and skipping. That can be extremely frustrating. We'll do our best to troubleshoot and get to the bottom of this. Did you try rebooting the TV Box manually or through the Xfinity App? 

 

1 Message

1 month ago

I have had this problem since my install last october I have changed the modem had service calls but still happening

I have a service call scheduled for Oct 23 if it cannot be fixed I will ahve to change cable companies this is extremely frustrating for all the money I am paying each month.

[EDITED: Personal Information]

(edited)

Official Employee

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1K Messages

Hi there, @user_chzd4n! We can check and see what is going on and follow up on the visit. We want to make sure this gets resolved! Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks! 

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