Visitor
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1 Message
Freezing
I am more than a month into one of our TVs freezing all the time.
Have tried the following:
Tech came out, cable strength was strong but freezing continued. He also replaced splitter (other TV works fine and does not freeze). He said someone would check the outside lines/box. Unsure if that was ever done.
Got a new box (non cable, wifi one). wifi signal very strong but freezing continued.
Changed TV to see if that was problem. Freezing continued.
Replaced HDMI cable from box to TV. Freezing continued.
I have done all I can do and the problem persists.
PLEASE HELP.
XfinityBradM
Official Employee
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1.1K Messages
2 hours ago
@user_ruyz5o Thank you for sharing the troubleshooting steps you've taken thus far. A great option for troubleshooting service issues is utilizing the Xfinity app. It will run backend system checks and if it determines something is amiss it will set you up for an appointment with one of our awesome technicians or get you connected with an advanced tech support representative. If you could please send me a DM with your first and last name along with your full-service address, we can get started diving into your TV freezing issues from our end.
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.
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