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user_ri5upu
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3 Messages

Monday, June 9th, 2025 11:31 PM

Pixelation

Recently my TV has developed a pixelation issue. Called Xfinity, the bot told me to unplug and plug the set top box back in. This works for a few hours, then it just starts again. I can't ever seem to get to an actual human. Does anyone have any suggestions, either to fix the issue, or at least get to talk with someone?

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2 days ago

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XfinityAlfonso

Official Employee

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1.7K Messages

3 days ago

Hello there user_ri5upu we are always here to help with any technical issues! Is this happening on a specific channel, or all channels? Are there any corresponding audio issues when the pixelation occurs, and does this also happen on on-demand content or DVR recordings? 

 

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user_ri5upu

Visitor

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3 Messages

Hello Alfonso,

This happens on all channels, and the sound is affected by this. As for on demand content, I don't know if it happens there as we don't use that. On DVR recordings, I really can't say because we haven't recorded anything lately since most things are reruns this time of year. It does happen intermittently, and more so in the evenings than during the day, but it DOES happen at times during the day too. We have used the Xfinity stream app and all is fine there. 

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2 days ago

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XfinityGabriel

Official Employee

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2.3K Messages

 

user_ri5upu, Thanks for sharing this with us. In addition to calling and using our XFINITY Assistant, have you tried to fix the issue using the XFINITY app? If you were to tap troubleshoot TV issues under the services tab in the XFINITY app like in this link here, what results did it pull for you? 

 

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

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user_ri5upu

Visitor

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3 Messages

Yes, I tried the Xfinity app. That was no help at all. I could never be specific about the issue I am having.

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2 days ago

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XfinityAlfonso

Official Employee

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1.7K Messages

Thank you for letting us know what troubleshooting you've already done on your own. Part of our process when going through these things is to eliminate as many variables as we can. Can you please ensure that the connections to the cable box for both power and coaxial cable are seated securely? (not too tight or too loose)

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

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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Reply

2 days ago

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