9DuZZ9sR's profile

Regular Visitor

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7 Messages

Tue, Nov 9, 2021 2:14 PM

Diagnosing loss of signal

I have one TV that  is connected to the XiD-P box by a 20 ft HDMI cable that runs through walls and the attic.  The cable was installed about 9 years ago.  Lately, when I turn on the TV, about half of the time it works fine and the other half there is either no picture and no sound or no picture with very choppy sound.  Either problem can be fixed by just unplugging the power adapter for the cable box from the 120 v wall outlet and plugging it back in.  Once the Xfinity setup runs, the TV works fine.

I have swapped cable boxes twice at the Xfinity store with no improvement.  I suspect the HDMI cable might be bad, but the fact that the problem goes away, at least temporarily, when the cable box is powered off and on, suggests that the HDMI cable is okay.

What should be my next steps to solving this?  Replacing the HDMI cable would be difficult because the attic was sealed and insulated after the cable was installed (but long before this problem surfaced).

Official Employee

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554 Messages

2 m ago

@9DuZZ9sR Thank you for letting us know about this issue. Any time a cable box is replaced, we recommend the wiring should be too. If you have replaced the box and the power cable, the best option would be to replace the HDMI. I understand this is a difficult circumstance, but is it possible to do so? 

Regular Visitor

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7 Messages

@XfinityHeather,

Thanks for your reply.

I would like to know with as much certainty if the HDMI cable really is the problem.  If I had a Comcast service call, would the technician have the equipment to test the HDMI cable?  If so, it might be worth the cost of the visit. 

Official Employee

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228 Messages

No worries at all, we are always here to help. Our techs have spare cables and they are great to get to the root of the problem if the issue is on our end. If you would like to move forward with this please select the "peer to peer chat" icon (upper right corner of this page), click the "new message" icon, type/select "Xfinity Support", and then type/send your name with your address. -Jorge

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