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Visitor

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6 Messages

Fri, Oct 8, 2021 8:33 PM

Channels pixelating on all tv’s. 5 techs already & no results!

Been dealing with sound interruptions & pixelating for almost 2 months! Xfinity has sent 5 techs & no results! Getting tired of getting the run-around!

Responses

Official Employee

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345 Messages

7 d ago

Hi, @user_31. I can understand wanting to take care of it and you are in the right place to work on it. Have you had pixelating every day on all TV boxes since 9/30?  I checked everything out and the work that has been done so far had a positive impact on your signal and the current evidence points towards a nearby or area issue. There is maintenance early tomorrow to work on the area and I will check back with you here tomorrow to see if you still have the issue. If so, I have a process to elevate your issue and make sure we get it figured out. When we stay on top of issues they always get resolved and I appreciate your patience. 

Official Employee

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345 Messages

6 d ago

Hi! Can you let me know if you have problems later today?

Visitor

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6 Messages

@XfinityEthan issues have improved some but still have pixelating & sound drops.

Official Employee

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345 Messages

Thanks for letting me know. I appreciate the time you have taken to have us come by and check it. I see the work we have done so far and can understand where you are coming from with it still being an issue. It does not normally take this long to find the source of the issue and I am confident we can figure it out with the next steps. I would like to send one more technician and if that doesn't do the trick I have a different path we can take. I have never seen an issue not be resolved if we stick to the process and we will stay with you on this until resolved. It is still an issue on all TVs with any channel, correct? How often does it happen right now?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

I'm having all the same issues and it's been months with several phone calls to you guys - as well as "refreshing" my system all the time (to which yields ZERO improvement).  How do I get this resolved?  I'm beyond tired of the [Edit: Language] tv service and lack of customer support.  PS.  You've also told me there would be work performed in my area several times - to which none of it has helped. 

(edited)

Visitor

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6 Messages

@XfinityEthan it’s not constant anymore but still happening every few min. HD channels are worse. What can another tech possibly do??? I’ve had 5 already & I’ve been told by the last 2 that the problem is not at my house.

Official Employee

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424 Messages

@user_31, I’m glad you are not seeing the issue constantly, but service does not seem to be working to the quality we all expect. Even though we have been out there several times our tech can follow up on the work that was already completed. It sounds like a tech will refer work to our maintenance team again, but I don't want to assume anytime. If you use the Direct Message icon at the top of the page, send your name and service address to "Xfinity Support." Once we locate your account, we can schedule an appointment. 

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

Visitor

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1 Message

3 d ago

We just started having those problems when we got a new box about 2 weeks ago. 

Official Employee

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523 Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I'm truly sorry to hear that you've experiencing issues with your cable services. Have you already checked that the coaxial line is secure at both the wall plate and the modem? Also, have you attempted to do any troubleshooting using our Xfinity My Account app to send a refresh signal to the box and reset it? I love being able to troubleshoot within the app since 9 times out of 10 it will generally resolve the issue. Also, is this happening on specific channels or shows?

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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