Pixelation issues on one tv after getting new modem

Yes, I have check the cables and they are all tightened.  No, there are no error codes or messages.

Thank you.

I appreciate those details! How long have you had your current box? Have you tried restarting your modem to see if that helps?

I have had the box for around 1 year and yes I have restarted it several times.

If you would like to swap out the equipment, you can visit a local service center to swap the equipment for free. If you are needing any assistance in locating a service center you can follow this link: https://www.xfinity.com/support/service-center-locations/ to locate one near you. 

Okay, i went to the xfinity store to swap the box.  I have a question about something I want to clarify.   This was my wired primary box and the lady at the store said they didn't have any in stock at the store.  She said I could either order one or she could give me a wireless one.  I questioned her because when I first got X1 I was told you had to have a wired primary box on one of the tv's, and my other 2 boxes are wireless.   So I asked her, "Can I have 3 wireless boxes with no wired box and no primary box?", and she said yes. 

So I just want to verify that's correct, that I don't have to have at least 1 wired box to act as a primary box.   The 3 wireless boxes are working but I want to make sure to avoid any future problems.  None of my 3 wireless boxes are designated as a primary box, but they're working as of now.

@user_wj9b7l Hi there, we would really like to look into this for you. The XB8 should not be causing issues like this. Please send us a direct message with your full name and service address. 

Here are the detailed steps to Direct Message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

@user_wj9b7l​ this exact situation is happing to me.  Did you get it resolved.  Very annoying.  Thanks

Thanks for commenting on our community forums, @user_2k4yg0. I'm sorry to hear you are experiencing a similar issue. What troubleshooting steps have you taken so far? Did you check the coaxial connection on both ends (wall plate, TV box, and modem)? Manually reboot the equipment or try our Xfinity App troubleshooting steps? 

Thanks, yes I performed all of those steps to no avail.  

Thanks for trying those steps in advance, @user_2k4yg0. As mentioned by my peer, the modem should not be affecting the TV signal. Let's take a look here and check the TV signal. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

@user_0ywpqw Thank you for reaching out to us here on our Xfinity Forums. Even if the modem is included in the plan, you may still have the option to switch to a customer owned modem. I'm happy to take a look for you if you could send us a DM to Xfinity Support with your full name and address.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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

The technician came to my house when I was there. ad replaced the 3-way splitter with a two-way version.  This disconnected the TV's upstairs bedrooms which were relying on the feed.  No one home knew and I discovered when I got home.  I moved the modem upstairs and away from the main cable feed and this fixed the issue.  I do wish that the technicians were better at troubleshooting.  Paying a car payment per month doesn't make sense anymore.  I'll try streaming very soon to remove complication and cost.

Good luck. 

@user_2k4yg0 Thank you for reaching out to us here on our Community Forum. We are happy to hear that you were able to resolve the issue and if there is anything we can do for you going forward, please don't hesitate to let us know. 

@XfinityBillie​ 

My contract includes internet equipment rental. I'm not going to buy a third party modem until my contract ends. This doesn't answer the question why the latest modems supplied by xfinity cause the problems with cable TV pixelation and internet data packet losses. I'm using the old XB3 that doesn't have these problems. Unfortunately, I'm paying for high speed internet that the XB3 is incapable of reaching the higher speeds.

@user_0ywpqw There isn't an official known issue on why the newer models aren't working for your home. Did you try our XB6 modem at all? 

Hi, @Bob78 I appreciate your input and contribution to the thread. We are grateful for your engagement and cooperation. 

4. Use terminators on unused coaxial ports.

Hi there, @user_50j3uf I'm very sorry for the inconvenience you are experiencing with your service. What troubleshooting steps have you performed?-Richard

Hello @user_v68dlk, pixelation issues are never fun, especially after an upgrade when you're expecting improved performance. I'd love a chance to work with you more on this issue and help find a resolution. Is the pixelation only occurring on one TV box? Is it constant pixelation, intermittent, and is it impacting all channels? 

clarkinkan, thanks for letting us know that your TV service has not been working well. We appreciate all of the troubleshooting steps you have tried and apologize they did not resolve the problem. We don't want you to have to repeat things that have already been done so I would like to take a look at your account from here. I can run a diagnostic report and go from there.

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

Hello user_yqmdn0

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

Having the same problem as all the other posters. I just spent a couple of frustrating days doing system resets, replacing cables, buying a new splitter and replacing the cable box, only to find out that the constant video disturbances are the fault of the new gateway I just received. Just like the other posters on this thread, if I unplug the new gateway the television works fine. The gateway is centrally located now and I don't want to move it to another room. It seems fairly obvious there is a built-in design problem with the new gateways. The first reported problem in this thread was 7 months ago. Xfinity you really need to solve this problem now. Do you have a different modem you can offer me?

Hello LarryAL, thank you for providing those details to get us on the same page, and for already going through some steps to troubleshoot the issue as well. Depending on your gateway, we may be able to replace it, but we typically swap a gateway once we've exhausted our troubleshooting options. The reason being to ensure we've identified the exact cause. Is your picture pixelating on all channels or just live TV? Also, are you only having the issue on TV box? 

I'm not sure what you mean by your questions. I think you're wanting me to compare live TV versus recorded TV versus on demand. On live TV, all of the channels have the distortion/pixelation. The screen also goes to black every couple of minutes. The sound also drops out. On recordings I have all of the same problems. The problems are recorded into the programs, that is the problems always appear in the same spots since they are recorded in. On demand programs don't seem to have any issues. All of these problems are through the cable box, but only when the gateway is casting. There is no issue while the gateway is unplugged or booting up. However, as soon as the gateway is fully booted (that is the white light appears on the gateway) the picture degradation immediately begins.

Hello, user_4cffl1 Thanks so much for taking a moment out of your day to leave a comment on our community forum. Have you tried all the troubleshooting steps mentioned in this thread?

Hello @user_2ffy6c, thank you for taking the time to reach out on social media. 

 I rely on my cable daily and can appreciate you wanting it to work consistently. I'd be happy to run some troubleshooting for you today. Troubleshooting can also be done through the My Account App or online at https://www.xfinity.com/support/tv#troubleshooting.

If you still need assistance after troubleshooting, will you please send us a direct message with your full name and complete service address to “Comcast Business”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

There is no "Direct Message" that I can find after signing in.

Good morning, @Stiv99. I'm sorry to hear you're still experiencing this pixelated issue even after installing the new modem. 

To send a direct message you may need to:

Click "Sign In"
Click the "direct message" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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'm signed in.  where is the Direct Message in the upper right corner of this image?  It doesn't exist.

Try clearing out your cache and cookies, @Stiv99. The Direct Message icon should be visible. 

Hi, @user_p11fib. Thank you for reaching out. Can I get more details about the equipment you have? Do you have a traditional cable box or a wireless cable box? 

Hello, @user_lyvtbd. Can you check if there's a splitter connected between the wall plate and cable box?

Just installed the new Gateway modem that was pushed on me and now am getting the same pixelation issues on my live TV through the cable box!!!  Have checked all cables, reset the cable box to no avail.  Help!

@XfinityShawn​ 

All live channels.

Tried to get online help from XFinity, they could not solve the problem and refused to admit that it was a common issue.  yet there are many many complaints on line that are reporting this.