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user_b318db
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Wednesday, July 16th, 2025 3:35 PM

Recurring pixelation sometimes occurring along with momentary loss of sound!

Complained about sporadic pixelation issue and had Comcast/Xfinity service technician purportedly correct the problem middle part of May 2025. Now, again (middle of July 2025) the problem has raised its ugly head.
Was told a senior tech would be designated for my service appointment repair back in May, but not the case. A young 'rookie' is who showed up...he admitted to me as such.
Last night during the MLB All-Star game (July 15, '25) I again experienced numerous episodes of pixelation accompanied with a momentary loss of audio. 

To make matters worse I was billed $100 for the initial supposed repair...I attempted to get that billed $100 bucks to be credited back to my account, but all that I ended up receiving was a $20 dollar credit!
So, I paid $80 for an unsuccessful repair that I shouldn't have been responsible for in the first place!
Please advise on what is needed for me to end this fiasco...and WITHOUT being re-charged another $100.
Any help will be greatly appreciated.

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15 hours ago

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XfinityDena

Official Employee

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3.4K Messages

16 hours ago

@user_b318db I am sorry to hear about the pixelation you are seeing. I know that would frustrate me too. Was this on a live broadcast? Are you seeing the same issue on more than one channel and on pre-recorded programs? 

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user_b318db

Visitor

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2 Messages

@XfinityDena​, this issue popped up last night during the live broadcast of the MLB All-Star game on Fox. I believe now, as I did when the problem arose back in May, that there is a direct correlation to the weather conditions and the problem. All day yesterday and last night we experienced periods of heavy rain in our area and suddenly the pixelation, along with a temporary loss of audio, began.
Today it is dry and sunny, and I've not seen the pixelation.
Previously back in May when I contacted Comcast/Xfinity to get repair service scheduled, this issue was affecting everything: broadcast live TV channels, cable, and DVR recordings. The issue persisted for a couple of weeks before I called Comcast for assistance.
I told the service tech who came in the middle of May (a young kid recently hired by Comcast) that I felt like weather was the culprit and that maybe the cable line needed to be replaced with a new one, but he said his diagnostic equipment showed otherwise.
I want this remedied, and I request a credit of the $80 I was charged for the previous "service repair" I was charged in May (2025). My patience is at its end.
Please respond and help.

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15 hours ago

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XfinityDena

Official Employee

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3.4K Messages

Charges may apply for service visits when Comcast-owned facilities or equipment rented to you by Comcast are not the source of the problem with your service. For instance, you may incur a charge for a service visit by a technician to your home in order to diagnose and repair problems with the In-Home Wiring used with your Xfinity services, or for the diagnosis of issues relating to the connection between Customer Equipment and your Xfinity services.

 

What troubleshooting have you completed since the issue started? @user_b318db

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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15 hours ago

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