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user_723gay
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3 Messages

Monday, July 7th, 2025 10:35 PM

Pixelated Live TV

Upon upgrading my modem to the Gateway XB7 my live TV channels, on both TVs, have been pixelated. This comes and goes with the worst times being in the evenings and weekends. Online streaming and OnDemand is crystal clear. I've seen others have had the same issue after upgrading and it was hinted that switching to wireless cable boxes helped. I wasn't aware that this existed. Will this help my situation and if so do I just take the existing boxes into my local Xfinity store and swap them out? Thanks.

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7 hours ago

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XfinityMatthew

Official Employee

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366 Messages

8 hours ago

Hello @user_723gay sorry to hear about the pixelation issues with the TVs. This is not normally something that should be caused by the modem with wired boxes. Have you noticed issues with a specific set of live channels or is it on all the channels? Any error messages while this has been happening?

 

We do have wireless boxes as an option. They are only available for shipping. Most stores won't have inventory of them. 

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user_723gay

Visitor

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3 Messages

Thank you for responding. It's on all channels and there's no error messages. I've also rebooted everything several times and ensured that all cables are connected securely.

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8 hours ago

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XfinityMatthew

Official Employee

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366 Messages

Appreciate you doing your due diligence with rebooting @user_723gay . We will want to get into the account and do some troubleshooting to see if we can find the cause. Can you please send a direct message with your full name and the service address to get started?

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging 
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. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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8 hours ago

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user_723gay

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3 Messages

Thank you. I'm opening a ticket now.

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7 hours ago

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