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user_gnu34r
1st Topic

Visitor

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2 Messages

Wednesday, December 10th, 2025 3:37 PM

Cable Problems

I live in Canonsburg PA.  Several weeks ago, Xfinity told us they "upgraded" their cable/internet service for our area.  Since then, we have had nothing but problems with our TV reception.  Mainly the problem is pixilated pictures on all channels.  I have given up using their chat bot and call customer service to find a solution.  Totally frustrating!  I am paying too much to tolerate this problem for much longer.  Any suggestions? 

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20 hours ago

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XfinityVictor

Official Employee

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1.9K Messages

1 day ago

 

user_gnu34r Hello, I am sorry you are having service issues. I understand how frustrating it is, and I am happy to help you troubleshoot your service. First I will ask a few questions to better understand the root of the problem. We value you as a loyal customer and would like to resolve this issue, so you can enjoy our great service.  To avoid repeating any steps you may have already taken, can you please describe what you have done to resolve your service issue? 

 

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user_gnu34r

Visitor

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@XfinityVictor​ I have attempted to contact Xfinity multiple times to talk with a representative but have never been successful. Their chatbot is worthless.  I have rebooted my TV boxes several times. I have gotten multiple Xfinity texts that they are working on the problem but the problem keeps coming back. This all started several weeks ago when they “upgraded” their system in our area. 

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20 hours ago

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XfinitySara

Official Employee

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2.2K Messages

You've come to the right place, @user_gnu34r! Our team would be happy to take a closer look at things and see what else can be done to fully resolve this for you :) Could you please send our team a direct message to continue?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. 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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