tnt325's profile

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12 Messages

Tue, Nov 30, 2021 6:23 AM

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My XG1v4 4K Cable Box Recordings are pixelating

Not only are they pixelating but pausing, skipping and ghosting.  There has been a lot of discussion on this topic.  Has Comcast been able to help anybody with a resolution to this problem?  

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tnt325

Regular Visitor

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12 Messages

7分前

Sounds great, technician may be required.  I replaced my box on 10/25/21 and have seen pixelation, etc starting with the new box, not my old box.  This pixelation is a new problem to us.  I reason I replaced my box was my old one was very slow in responding to any command and I thought a new one would work at least as well as the two new XiD-P I installed on 9/17/21.  I haven't checked playback on the XiD-P boxes but I have reset my XG1v4 box when you had the major outage in our area (Richmond Ca) on 11/8/21 that apparently affected you across the country.  What type of signal strength are you looking for?  Last time I checked was on 11/5/20 I was told by your agent "All parameters on Comcast side are green."  when I inquired further Alvin said 29.4 dBmv downstream (bogus #), 29.3 dBmv upstream (low, +35 to +49).  My Netgear CM1150 modem was showing power at -3.2 dBmv (-7 to +7 OK) and 36.9 dB SNR (>33, OK).

tnt325

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12 Messages

@tnt325  forgot to mention your signal strength indicator shows 5 bars on the Comcast Labs tab.

Official Employee

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664 Messages

@tnt325, I appreciate all the details you have provided us with. You have not had the new box very long and it seems like your signals are pretty good. Is your Netgear modem and cable box connected to a splitter by chance? Sometimes replacing the splitter or checking the connections can clear up an issue. 

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tnt325

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12 Messages

Yes I have a 1x4 splitter (-7.5dB) on the house cable connection.  The cable connection was loose a 1/4 turn at the wallplate and I replaced a mini coax cable to my Netgear CM1150V modem with a standard RG-6/u cable. To test these improvements I recorded a broadcast movie in the background while watching it at the same time.  At no time did I notice any broadcast pixelation nor did I notice any pixelation when watching the recorded movie.  I only sampled the recorded movie in five places for now but you set me on a path to completely check all connections and cables if I see this problem reoccur. Thanks for the help.

Official Employee

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819 Messages

Not a problem. Is there anything else we can assist you with? 

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tnt325

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12 Messages

I'm good. Thanks for your help.

Official Employee

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664 Messages

7分前

Hello, @tnt325, I am sorry your recordings are pixilated and not working properly. I have seen this resolved and in most situations we schedule an appointment to fix a signal issue. When is the last time we reset your XG1v4 or checked your signal quality? 

tnt325

Regular Visitor

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12 Messages

@XfinityJosephA on Dec 30 a technician visited me.  He noted that the incoming signal level was -13 dB.  When he left it was +1 dB.  To accomplish this he replace the drop cable, installed a new grounding block with a MoCa filter and replaced a gold-plated feedthrough at the wallplate with a nickel-plated 3 GHz (blue color insulator) feedthrough.  That night I recorded two shows and watched them.  Unfortunately I observed pixelation, ghosting, and freezes five to six times throughout the recording playback.  I feel I can improve the signal some more but I lack sufficient knowledge about recorded content.  Where does it come from and how is it generated?  Is the streaming frequency converted by the X1v4 DVR box whereas standard broadcast signals are at a different frequency.  I have 1 gig internet service and 4K broadcasts are not a problem.  It is only Xfinity DVR recored programs that are a problem.  The Rose Bowl parade was a particular mess of pixelations, freezes and ghosting.  Your thoughts please.

Official Employee

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355 Messages

Thank you for your feedback and for letting us know your experience @tnt325. Having any type of issue such as you described while trying to enjoy your recordings and after our expert tech was there would be frustrating. I know I would be looking for a resolution if I was having these issues too. 

 

From what you were explaining to us about the issue only happening Rose Bowl parade might mean it was an issue with the broadcasting of that show. Have you been having this issue on all of your recordings and networks? 

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Visitor

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3 Messages

2分前

I had this problem from day one with the 4 k box.  I finally took it back today and got a regular box.  Problem solved.  No more problems.  Comcast has a problem with the 4 K box.  The existing recordings quit having issues. 

tnt325

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12 Messages

@user_182cfe​ 

Wow! do I agree with you.  I will take advantage of this timely posting to expand on my findings (hope you don't mind). What bugs me is I have had an Arris XG1v4 box installed since 9/2019 and don't remember having pixelation problems on recordings until late last year.  In October 2021 I replaced the box with another Arris box but the pixelation didn't go away.  Early December 2021 I started talking to Comcast about the pixelation problem and how irritated I would get seeing pixelation on all my recordings.  Yes they gave me the standard troubleshooting procedures to try.  A technician was sent out at the end of December and replaced the drop, added a line filter and told me my wallplate feedthrus should have blue insulator.  They increased the gain on the line to 0dB.  I replaced the feedthrus and one RG-59/u cable with RG-6/u coax the next day. Also replaced a 1 x 4 splitter. All to no avail -  Pixelation, freezes, distortion. I gave up with bugging them. They said that in late September that they no longer use the hard drive in the Arris XG1v4 4K boxes to record content and stream all DVR recordings.  I read recently that Comcast asks customers to see if pixelation occur with their streaming app.  Tested that last night I watched a food network show simultaneously on my new OLED TV while watching the show via their app on my iPad.  The iPad stream showed no pixelation whereas the TV was pixelating.  This is proof positive that the Arris box is no good for steaming.  I like your decision to replace the box.  Did you replace the 4k box with a non-DVR box such as the XG2v2 (Non-DVR; Pace (PX022ANX) and Samsung Models) or RNG150 (non-DVR)?   At present I don't find I need 4K offered by Comcast via Peacock.  Thanks for sharing your experience, I am motivated to make the change.

(edited)

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