Visitor
•
1 Message
TV’s audio and video freezes
The service on both of my TV’s have the following issues: Sometimes both the audio and video freezes for 15 to 30 seconds And then resumes without any interruption in the program and other times just the audio mutes for the same amount of time and then resumes without with live audio. I have unplugged both tv boxes for several hours before reconnecting them, had xfinity send a signal to my boxes and cleared the cache on my tv boxes but the problem still continues. My cable connections are good. I need xfinity to investigate and fix this issue. Thank you.
XfinityAirelle
Official Employee
•
3.2K Messages
2 hours ago
Hi there! Thanks for reaching out and for already trying those steps, that really helps narrow things down.
What you’re describing, the audio and video freezing for 15–30 seconds and then catching back up, or audio dropping out and returning live, is typically tied to a signal or box communication issue, even if everything looks fine on the surface.
Since you’ve already rebooted the boxes, had signals sent, and checked connections, here are a few additional things to try:
First, if you have more than one TV box, check if both boxes are experiencing the issue at the exact same time. If they are, that points more toward a signal issue coming into the home. If not, it could be isolated to a specific box.
Next, take a look at the coax connections again, but this time make sure they’re finger-tight at both the wall plate and the back of each box. Even a slightly loose connection can cause intermittent freezing like this.
If you’re using any splitters, try temporarily bypassing them (if possible) and connecting one box directly to the main line to see if the issue improves.
Also, if your boxes are connected over WiFi (for X1 wireless boxes), try moving them a bit closer to the gateway or testing a wired connection if available, as drops in connection can cause similar behavior.
If this continues after those steps, we’ll want to take a closer look at the signal levels on the account and likely get a technician out to check the line and equipment, as this isn’t expected behavior.
Let us know what you find after trying those steps, we’ll stick with you and get this resolved 👍
0
0