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user_ay9ggi
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2 Messages

Monday, November 25th, 2024 12:29 AM

Freeze and jumps

Every channel on every tv/box I have is jumping and or freezing. It just freezes and then comes back. Sometimes is a split second, sometimes its many seconds. It's been going on for two days. I have reset the entire system. I have reset every cable box multiple times. I have unplugged everything. I have no clue what else to try. I have fought the stupid chat bot to my own insanity. I have tried twitter and I'm getting ghosted. I'm so frustrated.

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8 days ago

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user_7c497u

3 Messages

19 days ago

I am having the EXACT same problem, and so is my girlfriend across town! We are in Albuquerque. It started a few days ago. One thing is that I happened to turn on the TV when xfinity was doing a cable card firmware update the other day. I've had this cable card for 10 years (it's in a TiVo)  and never seen that before. Our TVs freeze for a second, or for a few seconds, and sometimes 10 seconds. During a 10 second  freeze I get a "channel unauthorized" message then things go back to normal. Shorter ones are just pauses. I came here specially searching for others with this exact problem. You are not alone. 

0

J5280go

1 Message

19 days ago

Same happening in South Denver Metro. I thought maybe I knocked something loose cleaning but I’ve reset connections, hard booted the system and refreshed.  Glad to know I’m not alone in this. 

1

XfinityRay

Official Employee

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2.3K Messages

Good evening, J5280go! I apologize that your cable service has been acting up and appreciate that you reset the connections, equipment, and did a system refresh. Those are all perfect steps to take! We are happy to help and don't want that happening. Are you noticing this on Live TV, On Demand, the apps, or with anything you are doing? Have you had any signals sent to your equipment by an agent? We have an initialize signal that fixes this a lot of times when the steps you tried don't work. It can only be sent by an agent is why I ask. 

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17 days ago

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user_ufojkp

5 Messages

17 days ago

Same happening in San Francisco Bay Area. Frustrating.

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XfinityJeniece

Official Employee

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2.5K Messages

Hey there, user_ufojkp, thanks for reaching out through Xfinity Forums! I know that cable issues can be frustrating, and we want you to be able to watch your favorite programs. Have you tried all the same troubleshooting steps? Have you tried swapping the HDMI input to see if that helps with the connection or trying a new HDMI cable?

 

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15 days ago

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user_ufojkp

5 Messages

@XfinityJeniece​ I have done the above. This is only happening on certain channels, not all. Most of the channels fall under the Discovery channel family, plus a few others. For instance, it doesn't happen with network channels like CBS, ABC, etc. but it does on Discovery and The Cooking channel and TBS, but not Food Network.

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14 days ago

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XfinityDemitrius

Official Employee

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1.4K Messages

Could you please check all the coax connections to ensure the connections are tight and secured along with the quality of the cable such as no hard bends, kinks, bite marks or cuts that could interfere with the communication and signal to the set-top box.? Do you also have any cable splitters within the network that are able to be removed to help ensure a better signal is able to reach the set-top box? @user_ufojkp

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14 days ago

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user_ay9ggi

2 Messages

I have checked all of my connections many times. Thankfully, it hasn't been as bad the past few days. However, last night ABC was terrible. So add that to the list of ABC/Disney family channels having issues.

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13 days ago

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XfinityVianney

Official Employee

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1.8K Messages

 

user_ay9ggi, Thank you for keeping us updated, and I appreciate you taking the time to check your connections. Your patience means a lot. I’m glad to hear things have been a bit better recently, but I completely understand how frustrating it is to have ongoing issues, especially with ABC and related channels acting up. Others above have stated no issues with ABC, so I see it varies by customer. Does this happen with only live TV, or have you seen issues with on-demand or recordings too? 

 

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11 days ago

0

simkenheights

4 Messages

10 days ago

Detroit, MI area here. I've been having similar issues for the last few days, but primarily with On-Demand content. When I'm watching a show, it frequently pauses, freezes, or drops picture quality. I've already rebooted, checked for any changes to my connections, etc. Given how many people across the country are having this issue, it seems to me that it is the result of a faulty software update.

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user_ufojkp

5 Messages

I am sure Xfinity will be a long shortly with their canned answer and never solve the problem.

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10 days ago

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