Frequent Visitor
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25 Messages
TV is scrambled while Modem is plugged in
I have a two-part issue
1.) I have an issue that while my Modem is plugged in and working, the TV's in my house are all are scrambled while watching Live TV or On-Demand (NOT YOUTUBE, Netflix, or any other Apps)
2.) I reached out to Comcast Support via Phone. Was told if I gave this person a rating of 9, someone would be out to check my line and get sent a new modem. I gave them a 7, the person had the nerve to call my house phone back and request that I give them a 9 or higher and then they would send the modem and person to check the line, neither of which happened. Never in my life, Comcast needs to get a grip of their employees, I'm at the point where now I just assume someone is lying when I call, I lost all trust and it's only gotten worse. I have been a customer for over 20 years and I think that may be coming to an end.
Can someone please help me out with this issue?
XfinityThomasB
Official Employee
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2.1K Messages
1 year ago
Hello mhfinances
I hope it would be okay to ask a few questions about the equipment. Does the TV equipment and modem share the same coax outlet? Appreciate you getting us in the loop to help. I would also like to ensure we investigate this situation regarding the ratings.
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. The "Xfinity Support" graphic replaces the "To:" line
https://www.xfinity.com/support/articles/setting-up-auto-payments
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mhfinances
Frequent Visitor
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25 Messages
1 year ago
Thank you for responding so quickly. The best way I can explain it is this. Line comes into my House > Into a Duel Spliter provided by comcast> One goes to the modem, the other goes to my TV's. I also reached out via the message system you requested. So I believe the main like splits one side into TVs and one side into the modem. It also gets much worse when it rains. The line to my house has to get replaced often since squirrels chew on the line, then water gathers inside the line, perhaps thats the issue. I have a family member who is sick, but if they can at least check the line outside that would be amazing.
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XfinityTy
Official Employee
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376 Messages
1 year ago
I am so glad that the new modem has resolved all of the issues that you were experiencing, and I'm even happier that my team was able to provide you with the service you deserve! If you do have future issues or questions, please don't hesitate to reach out! We're here 7 days a week and more than happy to help! I hope you have a wonderful rest of your week!
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