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Visitor

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21 Messages

Thursday, October 5th, 2023 11:45 PM

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.

Accepted Solution

Official Employee

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979 Messages

5 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? 

 

Visitor

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21 Messages

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

Thank you.

Official Employee

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1.7K Messages

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

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Visitor

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21 Messages

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

Official Employee

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1.9K Messages

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. 

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Visitor

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21 Messages

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.

(edited)

1 Message

4 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.

Official Employee

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1.3K Messages

@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

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 Messages

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

Official Employee

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1.2K Messages

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? 

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4 Messages

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

Official Employee

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1.2K Messages

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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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5 Messages

2 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.

Official Employee

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2.2K Messages

@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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 Messages

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. 

Official Employee

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980 Messages

@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. 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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5 Messages

@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.

Official Employee

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1.3K Messages

@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? 

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Visitor

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1 Message

1 month 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.

Visitor

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2 Messages

1 month 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.

Official Employee

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1.3K Messages

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

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

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2 Messages

4. Use terminators on unused coaxial ports.

1 Message

19 hours 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.  

Official Employee

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750 Messages

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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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