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Monday, December 2nd, 2024 3:36 PM

Pixelating picture after Xfinity did work in my area for two nights last week

I got a notice on my app that Xfinity was doing work in my area two separate nights last week (November 25 and 26).  They took the cable down for a limited amount of time two nights in a row.  Starting Wednesday, after the second down time, all TVs were pixalating and pausing.  One TV (bedroom) went completely offline. I contacted xfinity via the assistant who referred me to a person who I worked with for an hour having new signals sent to my modem, the main cable box and even individual wifi cable boxes in bedrooms.   We got the bedrooms back up, but the pixelation continued through the entire Thanksgiving weekend.  It also shows on my mobile app that my bedroom boxes are not necessarily offline - they are not showing information where they were before the work you all did.  The one key thing the technician said was that we were getting a low signal into the apartment from Xfinity.  When I probed about that, she didn't have any resolution.


Everything was working just fine before you all did work. I think whoever did the overnight work didn't bring everything back and I've restarted and rechecked my connections multiple times.  Unplugged and replugged.  Any suggestions aside from spending $$ having someone come out when I know it has to be the work you all did.  I spend a ton of money each month and I want better service.

Official Employee

 • 

1.8K Messages

24 days ago

 

user_qcl2yf Thanks for reaching out with your picture concern. I would be happy to help look into the cause, and work to get it fixed for you. If a tech is needed there likely won't be a charge if it's related to our line signal. That we always fix at no charge as it's our responsibility to maintain.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

 

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