Visitor
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3 Messages
TV screen mysteriously blacks out at ~ 7:00 PM EDT once per week. Then TV Picture/sound spontaneously return after 45 minutes
My TV screen Picture+sound blacks out about once per week (at about 7:00PM EDT), and is unresponsive to any troubleshooting attempts (Re-Boots, etc.)
Some of the Xfinity messages appearing on TV screen during this 'black-out period' may say: "We are currently loading your program guide .. ..", etc.
Such content may reappear three or more times: starting the 5 min. countdowns but never make it past 140 seconds.
TV screen picture/sound then spontaneously return to apparent normal function after about 45 minutes.
During these episodes the same (TV) program can be viewed OK via the 'Internet Monitor' screen.
All connection (TV, Internet/computer) are hardwired. The Comcast Modem, etc. hardwired cable configurations have been maintained the same since 2014.
CCSelena
Problem Solver
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892 Messages
4 years ago
Hey @user_c19bcf! Thank you for reaching out to us here on our Forums Platform. I am sorry to hear that you are experiencing these constant issues, I am sure they are frustrating. I appreciate you providing the condition of your equipment.
It sounds like we may need to upgrade your equipment. Can you please send us a direct message?
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" 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
We look forward to hearing from you soon!
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user_c19bcf
Visitor
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3 Messages
4 years ago
How do I send a Direct Message (per requested of Official Comcast Employee) since at step #3 the paper & pencil icon ("new message") is blocked
by a Red Circle with a slash thru it ?? Let me know, Thanks
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