Visitor
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21 Messages
Pixelation issues on one tv after getting new modem
My primary cable box has been having issues with the picture pixelating when watching live tv. It started after I upgraded my internet and got a new modem. Xfinity sent me a new modem because the one I had wasn’t fast enough. I don’t think it’s connecting to the new modem because previously when I looked at my connected devices on the app it always showed up as connected but now is shows up on the not connected list and under details it says it’s offline and was last connected on 9/22/23, which is the day that I hooked up the new modem. This is a wired box and there is nothing in device settings to connect it to the intenet. However, I can watch apps such as prime video and Netflix with no pixelation, it’s just live tv channels (all of them).
The box also started having the picture messing up and pixelating after hooking up the new modem. I don’t know if it’s just a coincidence or if it has something to do with the new modem. I have tried everything, I did a system refresh, restarted the box, got a new hdmi cable, got a new splitter and the box does get hot.
XfinityAlyssaA
Official Employee
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1.4K Messages
11 months ago
Good evening @user_de8085, and thank you for reaching out on our Community Forums regarding your pixelation issues, I can imagine how frustrating that is while you are trying to enjoy watching TV. Can you confirm that all the cables are secured tightly? May I also ask if you are experiencing any error codes or messages?
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user_wj9b7l
1 Message
10 months ago
I received a XB8 gateway and hooked it up. Once it was power'd up and working, the tv sets started to show pixelation; the frequency of pixelation occurred every 45 to 60 seconds on the sets - 3 sets in different rooms. I pulled the power to it and monitored the tvs for 15 minutes - NO pixelation. Power'd back on and within minutes pixelation occurred again, same frequency. All connections were tight and NO problem was present prior to installing the new XB8!
I then hooked up my old unit, I think it is a XB5, and will return the XB8 to Comcast. I will discuss this problem with them at the store, but I seriously doubt anyone there can resolve this issue, and from what I have read on various blogs, it's a problem that Comcast CANNOT fix.
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user_0ywpqw
5 Messages
8 months ago
I had this exact same problem a year ago with cable pixelation and internet data packet loss when installing the XB7 and XB8 modems. Xfinity technician came to my home and couldn't fix the problem with the new modems. We reinstalled the XB3 and the problems went away. The technician said that xfinity is aware of the problem but have no fixes. You might try a third party modem. I didn't really have that option as my equipment rental is part of my plan. My contract plan is up in 6 months. Aftewhich I may try a third party modem or change services with another company. Disappointing as I have been a customer with Comcast more than 10 years.
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user_11bd94
Visitor
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1 Message
7 months ago
I had the same problem with my tv pixelating after installing a new modem. I changed the cables, splitter, tv box, the modem twice and nothing helped. I disconnected the modem and the tv worked perfectly. I reconnected the modem and the pixelation started again.
The Xfinity technician could not figure out why.
As a last resort he moved the modem to a different room and the tv now WORKS PERFECTLY.
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Bob78
Visitor
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2 Messages
7 months ago
My sister recently encountered a similar problem, her cable TV developed intermittent pixelation and sound interruption that would last 4-5 seconds after an XB7 gateway was installed. I discovered that between the incoming coaxial line to the TV and gateway were a 1:2 splitter, a 1:3 slitter, and a 1:2 splitter (for the TV and gateway). I bypassed the first two splitters and the pixelation/sound interruption resolved. I was prepared to install a Commscope CSMAPDU9P HomeConnect Amplifier unit but that was not necessary after the first two splitters were bypassed. I have used this in my home for several years to avoid the need for splitters and to maintain signal strength to each coaxial outlet. A few tips: 1. Use quality RG6 coaxial cable. 2. Use compression type cable connectors. 3. Make sure the cable connections are tight.
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user_50j3uf
1 Message
6 months ago
I have the exact same issue! When I turn the internet modem off the main tv works perfectly. This is pretty problematic in my mind as clearly this is a known issue. I can’t get higher speeds with my old modem so Xfinity sent me the new one. Incredibly frustrated.
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user_v68dlk
1 Message
6 months ago
This happened to me.
Never had any issues, was pushed into getting the XB8, as soon as it was installed I began having pixelation issues.
To clear things up:
1) All my cables are tight
2) I traded in my cable box for a new one, still having the same issue
3) I have one Comcast-installed splitter in the entire chain
Doing some research, it looks like others have this issue. No way I'm having a tech come out to charge me $100 for not fixing the issue. ([Edited: "Language"], why would I pay them $100 to fix something on their end?)
It is CLEARLY related to the XB8. And Comcast clearly knows what the issue is yet just gives us the run-around during tech support.
I already had to get a new wifi router usb for my son's computer because the Belkin I had did not work with the dual signal set up this modem puts out - for no [Edited: "Language"] reason.
Google Fiber here I come.
(edited)
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clarkinkan
Visitor
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1 Message
6 months ago
I am having the exact same issues as everyone else. Was pushed to change my modem for higher speed, and now I am constantly getting pixelation and sound issues and sometimes the screen just goes black. I’ve checked the cables, restarted, refreshed, gone through all the trouble shooting suggestions many times and nothing fixes it. I have been delaying moving to all streaming, but this is definitely pushing me to make that happen. TV was perfectly fine before I “upgraded “ to the higher speed.
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user_yqmdn0
1 Message
5 months ago
I am having the same pixelation issue as everyone else. I have had my XB8 modem and X1 cable boxes set up for a few months now and the pixelation issue just started a couple of weeks ago. It only impacts the X1 boxes and if I unplug the modem the X1 the pixelation stops. I have older cable boxes on other TVs and no issue with pixelation when the modem is plugged in. Has anyone been able to resolve this?
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user_4cffl1
2 Messages
5 months ago
I'm having the same exact problem after installing the new gateway that Xfinity sent to me.
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user_2ffy6c
1 Message
4 months ago
Exact same problem as all the others. What is the fix?
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user_p11fib
1 Message
4 months ago
Hi, exact same issue happened to me. How can this be fixed?
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user_lyvtbd
3 Messages
4 months ago
Same here, all fine before the new XB8-T, and all fine when not connected to that. Otherwise pixels, everything else has been troubleshooted.
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user_vdfgoh
1 Message
4 months ago
Same issues but now it’s even worse with the new Gateway
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user_30eda6
Visitor
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7 Messages
3 months ago
This is exactly what is happening to me now. We have done everything possible to try to fix it, including replacing the cable box and cables. If I disconnect the modem, the pixelation goes away, but of course, so does our internet. Please help! I tried to start a separate discussion but after all my typing it failed to post.
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