U

Visitor

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2 Messages

Sun, Aug 22, 2021 5:55 PM

Pixalation and Freezing Issues

I am having the same issue as others have described.  On various channels but am watching Bravo right now and it is annoying.  I am in the Savage, MD area.  Not sure if it is area-specific as I used to live down the street (I moved back in April) and I don't recall having the same issue.  I now live in an apartment vs a townhome so not sure if that has something to do with it. 

BruceW

Gold Problem Solver

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23K Messages

2 m ago

Pixelation happens when the signal for the channel you are trying to watch is too weak or has too much noise. This might be because of a bad cable box or a problem at Comcast (check https://www.xfinity.com/support/status/, 1-800-Comcast voice response, or the "My Account" app) but is most likely due to a poor connection between the box and Comcast's network, usually in or near your home.

Troubleshoot by checking all connectors for corrosion and tightness, and by looking for damaged coax cable. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power. You might also try unplugging the cable box/DVR/digital adapter power cord for a minute or so.

If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. Ask them to check the account setup and send a refresh signal to the box. If they can't fix the problem remotely, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast cable box/DVR/digital adapter or anything outside your home, you shouldn't be charged.

XfinityJoeB

Official Employee

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6.9K Messages

2 m ago

Thanks for that insight and valuable info, BruceW. 

 

user_acc541, We're glad to you posting in the Forum, and we're happy to help you. Please tell us which of the steps that BruceW shared, you have tried in your troubleshooting? That'll help guide us to best support you. 

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