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user_bvhh4e
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Friday, February 13th, 2026 9:28 PM

Pixelated screen for 4 weeks from the hours of 2pm-8pm EST

Hello,

Xfinity recently conducted an “upgrade” in my neighborhood. Since that time, I have not been able to access television service between 2:00 p.m. and 8:00 p.m. each day for the past month. My televisions are brand new, so this appears to be a network issue rather than a problem with my equipment.

A technician came out to inspect the outside cable lines and confirmed they were fine. However, he replaced my newer modem with an older, refurbished XB7 model. Since that replacement, my internet coverage has significantly decreased, and I no longer have reliable service in my living room or bedrooms.

As a Platinum member, I’m concerned that I was given an outdated refurbished modem/router instead of a newer model, such as the XB10. I only realized today that the replacement device was an older model.

I have another technician scheduled to come tomorrow, Saturday, February 14th, between 3:00 and 5:00 p.m. I would like clarification in advance:

  • Will I receive a new modem/router?

  • How exactly will the technician resolve the ongoing network issue that is affecting my TV service during peak hours?

In addition, I have a significantly high monthly cable bill and have been unable to watch television for 4 weeks. I am very disheartened by this entire situation. It has taken hours on the phone trying to get this resolved, and I am exhausted.

I would appreciate a clear plan for resolution and appropriate billing consideration given the extended service disruption.

Thank you.

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9 hours ago

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XfinityAmandaB

Official Employee

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2.9K Messages

9 hours ago

 

user_bvhh4e Thank you so much for reaching out for help with the reception/pixelation issues you have been having. I can understand why you would want a tech out as soon as possible; however, we are booked out for a few days already, so if one is needed, we would need to get one scheduled within the open times that are not already taken by other customers. As for your equipment, I would not be able to say if you would receive a new modem, which would be up to the technician once on site. If they find there is cause to replace your modem, it would be swapped out for you then. As for what the tech would do for you, they always start from your connection point and work out. That would include checking your coax lines and outlets, splitters, filters, and tv boxes. If they do find a cause at your location, they would then expand from there. If the issue is found to be with the network, they would be responsible for submitting a request to our local maintenance team for additional work. 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

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