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user_yl40v5
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Visitor

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3 Messages

Sunday, March 15th, 2026 3:15 AM

Audio video issues

I have had Comcast for over 30 years. My service in the Philadelphia area was great. I moved to south Florida 10 years ago and service has been faulty. I assume many of the issues were related to service in a condominium. I have recently moved to a home in western Delray Beach and I had hopes that all would resolve. No. I experience constant pixelation in the video and disruption in audio. I do not understand as it is a new development. I cannot handle any further fruitless discussions with AI or contracted customer service. If this can’t resolve I will leave Comcast after 30 years. 

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13 days ago

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XfinityQuemekia

Official Employee

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1K Messages

19 days ago

Thanks for taking being a part of our Xfinity Community Forum @user_yl40v5. Thirty years is an incredible milestone! It’s disheartening to hear that your move, hasn't provided the fresh start for your service that you expected.

 

To get this moving in the right direction without the runaround, I’d like to dig into a few specifics:

 

  • Is the pixelation happening on every TV in the house, or is it isolated to one specific room?
    Are you using the same cable equipment from your previous location?
  • Does your internet service also seem to "hiccup" or slow down when the TV starts acting up?

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Lindaj215

Regular Visitor

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15 Messages

We only have the one TV.  I stopped at your West Atlantic Store in Delray Beach.  The manager there suggested that the DVR Box with the direct cable hook up might be the issue and suggested that we try a Wi-Fi Box.  In regard to the internet, yest that does seem to act up at the same time.  Yesterday I set up the new box.  All last night, we would be watching TV and then it would just go black eventually it would come back up.  I noticed the internet also acted up at the same time.  I am paying way too much money to have to watch TV this way.  The prior owners of the house changed to AT&T.  I'm thinking the same, however we have had our email address for so long.  I really would like this fixed so I can stay with Comcast.

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18 days ago

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Lindaj215

Regular Visitor

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15 Messages

We only have the one TV.  I stopped at your West Atlantic Store in Delray Beach.  The manager there suggested that the DVR Box with the direct cable hook up might be the issue and suggested that we try a Wi-Fi Box.  In regard to the internet, yest that does seem to act up at the same time.  Yesterday I set up the new box.  All last night, we would be watching TV and then it would just go black eventually it would come back up.  I noticed the internet also acted up at the same time.  I am paying way too much money to have to watch TV this way.  The prior owners of the house changed to AT&T.  I'm thinking the same, however we have had our email address for so long.  I really would like this fixed so I can stay with Comcast.

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18 days ago

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peregrins2

Visitor

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2 Messages

I'm having a similar issue.  On live TV, the "hiccup" is video and audio but on recordings, it's only audio...and if I roll back on either, it plays back fine.  I'm not 100% sure if it's happening on the other 2 TV's but we're watching.  I checked my HDMI cables, they are 2.1.  This TV is the only one using ARC to a 5-in-1 surround system but it's also the video on Live TV so...I don't think it's the sound.

Happy to read thru some articles if you have some; or try out a few suggestions.

Thanks!

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18 days ago

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XfinityRaf

Official Employee

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1.3K Messages

Good morning @Lindaj215. Can you provide me some more details about the issues you are experiencing? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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16 days ago

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XfinityDuron

Official Employee

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630 Messages

Are you still having your TV issues at this time? @peregrins2

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16 days ago

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