BobQ's profile

Contributor

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33 Messages

Mon, Jul 25, 2022 12:33 PM

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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33 Messages

4 months 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. 

CCLuis

Problem Solver

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493 Messages

Thank you so much for that update, @BobQ! No, I'm glad that you reached out when you did, the sooner we know about these things, the better! I'm glad that everything seems to be working the way it should be, and I apologize for the lack of quality on the NASCAR recording. In order to make sure that the issue is gone, I will reach out to you here in the next 48 hours for an update on the status of your services. If the issue comes back before I reach out to you, please don't hesitate in posting the issue on this thread so that we can jump on it right away! 

 

Please let me know if you have any other questions or concerns. 

I no longer work for Comcast

XfinityGina

Official Employee

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706 Messages

Hi again @BobQ

 

We're checking back in as promised :) Please let us know if things are still working as they should be over there when you get a chance. We appreciate you and hope all is well! 

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
BobQ

Contributor

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33 Messages

Yes, things have settled down. Must have just been a one-day glitch. 

Contributor

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691 Messages

@BobQ​ unfortunately, it will resurface

CCLuis

Problem Solver

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493 Messages

4 months 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! 

Visitor

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1 Message

10 days 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.

Official Employee

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408 Messages

Hello, @user_0ebc5a. I never like to read a customer is experincing video and audio issues when try to enjoy a game. We can help! We'll ask a few questions to get a better understanding and work together towards a solution. To be sure I understand, did this occur when watching live TV, or, did you experience this using the Xfinity Stream app? Did you happen to check if any other devices were impacted? Had you tried using the Xfinity My Account app to troubleshoot

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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