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Monday, August 26th, 2024 10:07 PM

Channels pixilated

Certain channels are not working. This has been going on for months now. I've reset my x1 box, unplugged the coax cable. Tnt and ESPN are the worst.

Why pay for something I can't watch

Problem Solver

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586 Messages

3 months ago

Pixelation can be caused by interference from nearby appliances or signal interference from other devices.

3 Messages

Understood, and I had this experience when with att. For xfinity it was all working fine. Every channel had good picture with no issue. This has been going for maybe a month or 2. Nothing has changes to the location, wiring since it was originally installed.

We have the new xfi router, and the 4k box but when it was first installed I had no issue either

Official Employee

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987 Messages

user_wdcasu Let's get this resolved for you, have you already attempted to use the Xfinity Support site?

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Gold Problem Solver

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26K Messages

3 months ago

Certain channels are not working. ...

More generally, 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 "Xfinity" 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 and an employee does not respond to your message here, 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 (approx. $100) 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.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

Official Employee

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987 Messages

3 months ago

user_wdcasu thank you for using the Community Forum to reach out. I know how important access to your favorite channels is without visual concerns. Is this issue still ongoing for you?

3 Messages

@XfinityMarcus​ 

Yes, it still is going on. 

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