Visitor

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3 Messages

Wednesday, October 29th, 2025

Internet and TVs cutting out

For a few weeks we are having problems with the Internet dropping and the TVs freezing and even going blank. All I can get from support is "everything looks good". I even have a video on YouTube showing the problem. https://youtu.be/Lj8T0tTqY40?si=iVFckyJDiypd-PKU

Can someone help?

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Official Employee

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2.1K Messages

17 hours ago

Hello user_mqzckm thanks so much for taking the time to reach out here on our Xfinity Forums! We have tons of resources you can use when encountering intermittent issues with your TV and internet services. When these issues occur, do they occur all at once? Is this issue only affecting this TV and cable box, or multiple within the home? 

 

ANSWERED: Tips for Troubleshooting your Xfinity Internet Connection 

 

 

Troubleshooting TV No Picture, Black, or Blue Screen

 

Visitor

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3 Messages

@XfinityAlfonso​ yes, generally intent and TV interruptions happen around the same time. It will go on for 30 minutes or so and they is ok until the next time it happens. Maybe once a day and other times multiple times. On the internet it's not as noticable other that it takes pages to load a bit slow or will get a connection interrupted warning  It happens on our main TV and bedroom Tv that is hooked up via the Xfinity wireless box. All the hardware is Xfinity supplied, no 3rd party hardware.

Official Employee

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2.1K Messages

This is great context, thank you user_mqzckm!  Are all the X1 boxes in the home the wireless variety? I have a few wireless boxes in my home as well, and have had some similar issues in the past. What's worked for me is resetting the main and smaller boxes at the same time. If the wireless boxes aren't used regularly, they can de-sync temporarily from the system, causing the stuttering/freezing shown in your video. 

 

 

 

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Visitor

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3 Messages

The box for the TV in the livingroom is hardwired. The bedroom TV is wireless but it's used daily. What I do notice is the box on the TV in the livingroom is really sluggish with doing anything like going to the guide in the morning. Trying to use the built in apps is worthless. It's so flusterating that I just use the apps built into the TV.

(edited)

Official Employee

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2.7K Messages

 

user_mqzckm Have you tried rebooting all of your devices manually or through the Xfinity App already? Or checked the coaxial connection on both ends (wall plate and TV box) to make sure the connection is tight and there's no damage to it? 

 

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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