TV Pixelating even after multiple technician visits.

There have been several reports of users experiencing pixelation issues on tv broadcasts. I have been having the same issue but am opening a new topic so that it shows up as another instance of the issue. Like many others, the pixelation started after some "maintenance" work was done by Xfinity around my house. Also, like others, it only occurs on the TV. Streaming the same channels on a computer or phone has no issues. So I am often watching sports on my iPhone while the TV pixelates madly and is unwatchable.

So I reported the issue to Xfinity and they said someone needs to come out and check (of course, they had me restart, reboot, disconnect/reconnect etc.: you know the usual).

The first technician came out and replaced the main cable box, changed the splitter, replaced some external components.

The issue recurred and I reported it again and they said they would have to send out another technician

Second technician comes out and figures nothing needed to be done inside and replaced additional components outside my home

The issue recurred and I once again reached out to Xfinity. They asked me if I had restarted, rebooted, disconnect/reconnect etc. I almost lost it at that point and asked if they had seen that technicians had been out twice and that they had replaced EVERYTHING that could be possibly replaced. Then the support rep said that they need to send out YET another technician.

Throughout, I had mentioned that the issues started when the "maintenance" in the neighborhood had been done but they keep insisting that a technician needs to come out to diagnose the issue.

Clearly with multiple people having the same issue, there is a macro problem that Xfinity needs to address but simply either refuses to address or chooses to ignore it.

Responses

XfinitySheila

Official Employee

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1.1K Messages

4 months ago

R2daR Hi there! Thank you for taking the time to leave a detailed account of your ongoing service troubles. We understand how this can be frustrating and truly appreciate your time and cooperation while we get to the bottom of all this. Sending multiple techs is standard as it helps with thorough documentation of the issues and to fully ensure that these are properly reviewed, anytime a tech is sent back to your home for the same issue it heightens its importance and priority in addressing this. I assure you we are here to help and would love to take a closer look.

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

Please let me know if you have any questions or run into any problems.

R2daR

Regular Visitor

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16 Messages

I have reached out through the direct messaging function multiple times on this issue (which is how the technician visits were scheduled). Don't you see that in my history? I refuse to deal with this one-on-one any more. This is a system wide Xfinity issue affecting multiple customers. A cursory scan through this forum will tell you that multiple customers are facing the same issue. Please escalate all of them to your technical support/group so that they can establish a pattern and diagnose and fix the issue system wide.

3 months ago

nacho628

Visitor

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3 Messages

I'm with you on this! We had to have some work done out front of our house b/c tree roots backed up our sewer. Natch, the Comcast 'box' is across the street and directly in the line of where the work was done. Now, every night at precisely 8:30 pm Pacific, the TV starts pixelating, no matter what channel! Funny, never seems to affect the [Edited: "Language"] commercials. And, to top it all off, Comcast just raised our rates so now I'm paying not only ONE ARM, but TWO LEGS for [Edited: Language] tv. I miss the old days.

(edited)

2 months ago

XfinityJustinC

Official Employee

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1.1K Messages

Hello, @nacho628 thank you for taking time out of your day to reply to this post. You've contacted the right place for support, and I'd be happy to investigate the pixelation issue further as we want you to be able to enjoy your TV service without issues on the picture. Since I will need to gather some information to locate you account to look into this further, when you have time please send a direct message.

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address

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2 months ago

dpapmplp

New Poster

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5 Messages

We are having the same issues and have an appointment setup hopefully we don’t have to go through 4 technicians to solve an issue that needs to be fixed.

2 months ago

19501953

Visitor

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1 Message

I was told to replace my Television. Tv is less than 6 months old. One decoy after another to cover inadequacy. Need to say the new price increase.

27 days ago

Customer Service

R2daR

TV Pixelating even after multiple technician visits.

XfinitySheila

R2daR

nacho628

XfinityJustinC

dpapmplp

19501953

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