user_i7fd8a Thank you so much for stopping in for help with your picture freezing on your X1 box. That is never a good time when trying to watch one of your shows. Are you seeing any error messages or codes pop up when this occurs?
Not on Xbox. On normal TV streaming Xfinity. it is Not on demand either.
There is another ad with the exact same effect. That is the ad for Solar Energy.
Interestingly, no other programs or ads, and always the same spot on the ad. Makes me think that it is not my equipment or connection, because this effect it is not random. Very predictable.
Work around: go back to the home page, and go again to Xfinity app. The streaming sometimes shows the same ad twice consecutively. This means one has to do the work around twice. Annoying but livable.
@user_fd3c42 It is odd that it would only be those 2 specific adds. Have you run into the freezing issues on anything else when streaming?
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.
Xfinity freezes on certain ads, at exact the same spot. This happens every night to the same adv at the same spot on the ad. Ad is Pepco.com / ZoeHelps. The spot is when a guy is defrosting the frig using a hairdryer on the sweep of his hand left to right.
This has been happening to me since Comcast worked on my street. 1 day it freezes then it is fine. now it is freezing again and there is a delay when surfing around. I am watching my shows from the website.
Hey there, @user_6qu99z, thanks for reaching out through Xfinity Forums regarding your connection issues. I understand that on-and-off connection issues can be frustrating, especially when trying to watch your shows! We want to get this resolved for you! Have you tried any troubleshooting steps already?
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.
user_6qu99z Thank you, since the problem started right after our team was in your area, it's very likely connected. However, I would like to take a closer look at your connection from our end. Please send us a direct message with your full name and address, to get started.
To send a "Direct Message": Click "Sign In" if necessary Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble) Click the "New message" (pencil and paper) icon Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line Type your message in the text area near the bottom of the window Press Enter to send it
We're here to help and will work to get your service back to normal as soon as possible.
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.
user_6qu99z No problem, just reach out when you are ready.
To send a "Direct Message": Click "Sign In" if necessary Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble) Click the "New message" (pencil and paper) icon Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line Type your message in the text area near the bottom of the window Press Enter to send it
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.
I am a very long term customer with Comcast/Xfinity and was having trouble with my cable box so got a new one a few months ago. Ever since then, and only on broadcast channels, I am constantly getting freezing and pixalation problems particularly with sporting events. It seems to be getting worse. Last night I tried alternating between the world series and a football game and the screen would literally freeze for seconds and then come back to real time. I am tempted to call customer service, but the last time I did this when I was having issues with the old box they insisted on helping me fix it on my own and I wasted more than an hour. Any ideas? My wife is asking me to find a new service but I am kind of set in my ways and like having cable service over a dish or streaming only.
@Esweat Dear xfinity customer, I share your frustration with the freezing screen. I used to have that problem every night. Especially when Ads were played. I do not count much on their customer support. Difficult to talk to a live person, and when you can get there, not much real help if the issue is not a generic one. The issue for my system went away without any equipment upgrade. What changed for me was that I went on vacation for two weeks and I unplugged everything except the main box which I needed for security cameras. When I came back my streaming box was not working and it could not communicate with the system and I had no TV streaming for the whole night. Even after multiple reboots and tries. I did not unplug anything, and did not see any use in calling for help. The next day all services came back on its own and since then no freezing issues. I am just guessing, and it is just a guess, that xfinity may have disconnected my TV service seeing no usage. My guess is that practice may save some usage bandwidth. When a request for usage was triggered automatically, the system reconnected me and went through some type of firmware upgrade ( a guess). Something like a reboot. That has fixed the issue.
I just wanted to share this opinion (correct or wrong) with you. Thanks
@Esweat Thank you for making us aware of the pixelated issues you're experiencing even after getting a new cable box. I would be more than happy to help find a solution to this problem. So that we don't go over something you've already done, can you please share with me what troubleshooting steps have you completed on your own? Have you by any chance used the Xfinity app to reset the cable box? How about a power cycle, have you tried that?
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.
XfinityAmandaB
Official Employee
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2.7K Messages
4 months ago
Is this on live TV or On Demand?
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user_fd3c42
Visitor
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3 Messages
3 months ago
Xfinity freezes on certain ads, at exact the same spot. This happens every night to the same adv at the same spot on the ad.
Ad is Pepco.com / ZoeHelps. The spot is when a guy is defrosting the frig using a hairdryer on the sweep of his hand left to right.
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user_6qu99z
Visitor
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10 Messages
3 months ago
This has been happening to me since Comcast worked on my street. 1 day it freezes then it is fine. now it is freezing again and there is a delay when surfing around. I am watching my shows from the website.
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Esweat
Visitor
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1 Message
18 days ago
I am a very long term customer with Comcast/Xfinity and was having trouble with my cable box so got a new one a few months ago. Ever since then, and only on broadcast channels, I am constantly getting freezing and pixalation problems particularly with sporting events. It seems to be getting worse. Last night I tried alternating between the world series and a football game and the screen would literally freeze for seconds and then come back to real time. I am tempted to call customer service, but the last time I did this when I was having issues with the old box they insisted on helping me fix it on my own and I wasted more than an hour. Any ideas? My wife is asking me to find a new service but I am kind of set in my ways and like having cable service over a dish or streaming only.
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