Sig38's profile

Frequent Visitor

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7 Messages

Fri, Dec 4, 2020 2:00 PM

Black bars on TV

I upgraded my equipment to XB7. I have one DVR box and one TV box. After activating my DVR box, the TV box would not activate. It started working the next day and I was able to activate it. Then as the days went on, I kept receiving RDK03036 error messages on my TV box. A tech came out and installed a filter on my outside cable line. Since the filter was installed, both my TVs now have horizontal and vertical black bars on many of the channels. Plus the HD resolution on many channels seems to be degraded as well. I had full screen on all my channels before the filter was installed and also had very good HD resolution. Why did this happen and what can be done to fix it?

Responses

CCAndrew

Diamond Problem Solver

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25.9K Messages

6 m ago

The filter was a moca filter and wouldn’t cause what you are seeing. Make sure you are actually on an HD channel and that the channel is broadcasting in HD.
Sig38

Frequent Visitor

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7 Messages

6 m ago

And yes I don't need to do anything to watch an HD channel because the DVR and TV boxes are automatically autotuned to go to the HD channel.

 

I just thought of a good example to share. When I used to have the Turner Classic Movie (TCM) channel, which they removed from my package a little over a year ago, all the black and white movies (silent movies, movies from the 30s, 40s and 50s) were in full screen mode. Also, I had recorded numerous TCM black and white movies on my old DVR box, and they were in full screen mode. When I went to the store to pick up my new equipment, I was told my old DVR box wasn't compatible for transferring all my recordings to the new DVR box. I wasn't happy about losing my TCM recordings.

 

So it's clear something has changed.

Sig38

Frequent Visitor

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7 Messages

6 m ago

Thank you for your clarification about the filter.

 

A few things I forgot to mention:

-The tech had also replaced the cable line running from the box to my house.

-My old equipment broadcasted all SD and HD channels in full screen mode without any vertical or horizontal black bars.

-After activating the DVR box (on 11/28/2020), it displayed all SD channels in full screen mode. When my TV box finally started working, it also displayed all SD channels in full screen mode.

-Techs have also checked and verified the settings are all correct for the DVR and TV boxes.

-Nothing changes either when I try to change the aspect ratio on the TV itself.

 

So I don't understand why I had full screen mode on my old equipment and also after activation of the DVR and TV boxes, and then not until the cable line was replaced and the filter installed that it changed.

 

In all the years of being with Comcast and doing multiple upgrades of equipment, I have never experienced the black bars before. I know nothing about how signals are broadcast from cable providers, but the only thing I can think of is that Comcast has changed how they broadcast the signal now to revert to the channel provider's broadcast signal.

 

Thank you for your help and providing any further assistance.

Visitor

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2 Messages

The same thing just started happening in the Detroit area with my tv and I still have the old box. The horizontal lines happen on every channel whether HD or low def and I still have the same box for the last 6 years. It's super annoying and frustrating. I'll probably have to switch services because this isnt HD anymore. 

Sig38

Frequent Visitor

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7 Messages

6 m ago

Forgive me for yet another reply. The TCM example was not a good example nor the one I should have given because it's an HD channel. Since no longer having TCM, I had resorted to watching the black and white movies on the Movies channel, which is not in HD, and it was full screen mode on my old equipment. I also recorded the black and white movies from the Movies channel on my old DVR box, and they were in full screen mode.

Official Employee

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375 Messages

6 m ago

Thanks so much for taking the time to reach out to us regarding your video picture issues. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your home and we want to do all that we can to assist. I rely on my services at home and I know how frustrating I would find bars running across my screen. I would love to get to the bottom of this picture issue. Can you please reach out through private message with your first and last name, name on the account if different, service address and account number? If you’re having trouble locating this information, you can also reference our world-class MyAccount app to view all of your account details by the simple touch of your fingertips! Please follow the process here to learn how to obtain that information: comca.st/30x1qW2. 

dcfox

Regular Contributor

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329 Messages

6 m ago

You can do it here by clicking on their name in the response. It goes to their profile then click send message. 

Sig38

Frequent Visitor

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7 Messages

6 m ago

You requested I send you a private message, but when I looked on the Xfinity app, I don't know where I need to go to send a private message to you. Could you please tell me how to go about sending a private message to you?

 

Thanks!

Sig38

Frequent Visitor

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7 Messages

6 m ago

Thank you so much. I'm new the forum, so I wasn't aware of how simple it was to do a private reply.

Visitor

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2 Messages

6 d ago

Does anyone have the answer or have recieved an answer from comcast as to why this is happening with the lower picture quality and horizontal lines because the service costs too much already. 

Official Employee

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23 Messages

Hi, @user_5bf763. Thanks for reaching out about your TV issue. For future reference, it is better to create your own post which creates a ticket in our system to receive help faster. We always want to solve your service issues as fast as possible and reaching out to our support as soon as you have an issue is the best way to get it taken care of. If you are not signed in on the forums, I recommend doing so with your Xfinity credentials and then sending us a private message using the chat icon in the top right near the bell(notification) icon. We are happy to help look into your issue.

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