Good morning user_9tyxrz. Thanks for reaching out to us on our Xfinity Forums for help with the freezing TV service. I'm sorry to hear that the video is still freezing with your new TV. Such an exciting purchase, I'm sure it's a bummer to not be able to enjoy the new picture. No fear, we can help out!
If the picture was the same on the last TV I suspect that the issue is with the cable box or HDMI connection. Are you using a new HDMI cable? Has the cable box been reset? Or are you using the Xfinity Stream app?
XfinityPaula
Official Employee
•
1.2K Messages
24 days ago
Good morning user_9tyxrz. Thanks for reaching out to us on our Xfinity Forums for help with the freezing TV service. I'm sorry to hear that the video is still freezing with your new TV. Such an exciting purchase, I'm sure it's a bummer to not be able to enjoy the new picture. No fear, we can help out!
If the picture was the same on the last TV I suspect that the issue is with the cable box or HDMI connection. Are you using a new HDMI cable? Has the cable box been reset? Or are you using the Xfinity Stream app?
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