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user_rzyk2s
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3 Messages

Tuesday, December 10th, 2024 10:32 PM

New TV box Grainy -- Old Box still fine

I was told I needed to upgrade my box so they sent me a new one.  Went to hook it up and the picture is all grainy.  Same HDMI (due to location and running behind walls) on both and tried both new coaxial cable as well as old and only the new box has issues.  

Ended up unplugging the new and putting the old one back on.  Works fine.  

Any thoughts on how to fix this as the AI Chat just keeps going in loops.

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Updated 

5 months ago

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XfinityMarcos

Official Employee

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2.3K Messages

5 months ago

Hello user_rzyk2s, thank you for letting me know what you've already done, and for testing the old TV Box as well. It's odd that the picture is coming in grainy on your end with the new TV Box, but I'm here to help. Aside from the new box, were there any other changes to your equipment or set up? 

 

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user_rzyk2s

3 Messages

None at all, which is why I thought it was strange.

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5 months ago

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XfinityMarcos

Official Employee

 • 

2.3K Messages

 

user_rzyk2s, from the sounds of it, you've done all the basic troubleshooting steps so I'd like to take a look at your equipment and run some targeted troubleshooting steps. Is the new TV Box currently set up and connected? 

 

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
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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5 months ago

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user_rzyk2s

3 Messages

Sorry for the delay.   I ended up doing some troubleshooting.  Replicated same issues without and resolution.  Took box back to store and got a different one. Same issues. Ended up just staying with Old box. 

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5 months ago

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XfinityJosephA

Official Employee

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1.7K Messages

Thanks for the update and for taking the time to troubleshoot. If you need any further support please send us a direct message. You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." It's next to the bell icon on the right side of the page. 

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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5 months ago

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