Contributor
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44 Messages
Choppy TV picture on X1 boxes
Since about Saturday (7/23), I have noticed that the images on both of my TVs (Family Room and Bedroom) have become choppy. I was watching auto racing and track and field yesterday and the images seemed like a bad DVR recording, even though I was watching them live. It's hard to describe the images other than "choppy" or "jerky." Not very smooth at all. I checked the settings on my X1 box and it was set appropriately for my TV (highest refresh rate). I know that Comcast was experiencing some issues with the DVR function on the boxes recently and I wondered if this was also some sort of technical glitch. I plan to monitor this issue for a few days before I call Comcast and try to get through to a real person (although that has become virtually impossible in recent years - I've learned I have to tell the automated system that I am wanting to cancel my service to actually be able to talk to someone, but that's another story). In the meantime I thought I'd post here to see if anyone else was having similar experiences. Any insight or commiseration would be appreciated.
Accepted Solution
BobQ
Contributor
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44 Messages
3 years ago
Thanks for the quick response! There were no error messages. I just started the Stream app on my iPad and was watching a network replay of a baseball game from yesterday and there was no choppiness. Based on that, I started my TV and found that the choppiness seemed to be gone. I recovered the recording of one of the races from yesterday (that I had watched live but also recorded) and that had the choppiness. I wonder now if the problem was network-specific. The Indy Car race and track and field events were both on NBC. The NASCAR race was on USA. Those channels appear to be ok this morning. I guess I should have waited a bit longer to post about this issue and given it more time to settle down.
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CCLuis
Problem Solver
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493 Messages
3 years ago
Good morning, @BobQ! I apologize for the trying experience you've had with this glitching issue and with trying to get in contact with an agent over the phone. This is definitely not the experience we want for any of our customers. With that said, it would be my pleasure to look into this issue for you! In order to get an idea of what the issue might be, I'd like to ask, are you getting any error messages or error codes along with this picture quality issue? If so, what is it? Also, have you noticed if this issue is only happening on DVR recordings? Or is it happening on Live Tv as well? And last but not least, have you tried accessing the Xfinity Stream app since the issue started? If so, is the issue happening there as well?
I appreciate your time and I look forward to your response!
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user_0ebc5a
Visitor
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1 Message
2 years ago
I am getting jumpy video & audio cutouts ONLY when I try to watch Channel 4 (804). This is happening every 10 to 15 seconds on average. I am watching Vikings vs. Cowboys right now (Sunday 3:45 pm) and this is annoying as hell. Nothing else in my system is malfunctioning on any channel. Thanks.
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