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shobackt
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Saturday, July 25th, 2026 2:34 PM

Experiencing pixelation on every channel after a local outage earlier in the week

We've been experiencing pixelation on every channel after a local outage earlier in the week, some channels worse than others, but it occurs on all channels as well as shows recorded on the DVR. Streaming is unaffected. There was an outage earlier in the week in our area and the video and some audio misses started occurring right after. We've had this occur in prior years and in each case the tech came out and in essence swapped the cable box and installed new splitters after testing signal strength.  Wondering if this is common after service and will eventually clear up or if we need to go through another full swap-out scenario, which is what I fear. Thanks..

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XfinityOrlandoM

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3 hours ago

@shobackt

Thanks for reaching out to us. We do apologize for any inconvenience you're having with your TV services. Since the service interruption, have you tried doing a hard reboot on your TV box by unplugging the power cord from the back of the TV box and plugging it back in?

 

Also, via our amazing Xfinity app, you can troubleshoot your TV services through our amazing chat assistant that will go through some troubleshooting steps to fix the issue remotely.

 

The app also has great features for paying your bill and checking for future maintenance or service interruptions that could be in the works to fix the problem.

 

https://www.xfinity.com/support/articles/tv-troubleshoot-xfinity-app

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shobackt

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XfinityOrlandoM, yes, we went through the app suggestions and last night accomplished the full cable box reboot scenario (was hopeful) without any improvement as of this morning.  Was going to see if any re-syncing or stabilization of the signal strength occurred this weekend if they were working on the neighborhood box amp before logging a tech call Sunday evening or Monday. 

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2 hours ago

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XfinityOrlandoM

Official Employee

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3.6K Messages

@shobackt 

Thanks for clarifying. I’d be happy to take a closer look at your account, troubleshoot the issue, and check whether any additional maintenance work is scheduled over the next few days.

 

To get started, please send me a direct message with your first and last name and full service address.

 

Here are the detailed steps to direct message us:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "Start new conversation" (pencil and paper) icon

In the "To:" line, type "Xfinity Support"

As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

An "Xfinity Support" graphic will replace the "To:" line.

Type your message in the text area near the bottom of the window.

Press Enter to send it.

How to: Direct messaging within the forum | Xfinity Community Forum

 

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