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user_48e7ab
1st Topic

Visitor

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2 Messages

Tuesday, April 18th, 2023 11:36 PM

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ABC pixcelating and loss of voice

Ongoing issue in Boston area. I have had 2 service calls and replaced main box. Issue persists.  Local Facebook has about 100 people with the same issue.  Looking through this chat the problem is endemic throughout Comcastland.  Why can't it be fixed and how do I get a credit until it is.?

Question

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Updated 

2 years ago

166

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CCShaina

Problem Solver

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393 Messages

2 years ago

Hello @user_48e7ab and thank you for bringing this concern regarding pixelation and sound issues on ABC to our attention here at the Xfinity Community Forums. I'm so sorry to hear that after several technician visits and equipment replacements that the issue has not been resolved. I do want to make sure we fully understand the situation to make sure we are best assisting you going forward.

Is the issue specific to ABC only? Is it on only one box or all boxes in your home? Does it only happen on the live channel, or with recordings or On Demand content as well. What sort of fixes were applied during the service visits and what were the technicians' suggestions if the issue continued?

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user_48e7ab

Visitor

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2 Messages

@XfinityShaina​ 

Issue happens on several channels, noticed in the evening when we watch TV. Usually starts around 6. All TVs. Tech changed all connections inside and out, testes lines with TABLET. 2nd visit rechecked some connections retested with TABLET and replaced main box. All to no avail.

2 years ago

0

CCShaina

Problem Solver

 • 

393 Messages

@user_48e7ab I appreciate you clarifying that the pixelation is taking place on other channels in addition to ABC, and the fixes and repairs that the prior technicians applied so far. It sounds like quite a lot of troubleshooting has gone into this thus far, and I am so sorry to hear that it is still not resolved at this time. I'd like to directly access your account to ensure we have this escalated further via our technicians 

Could you please send our team a direct message with your full name and full address?

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

See https://comca.st/3KQF8q9 for an example.

I no longer work for Comcast.

2 years ago

0

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