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user_ekwy9z
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Sunday, February 8th, 2026 10:29 PM

Frequent short sound drops and picture freezes in cable TV

lasts a few seconds - backing up shows that the loss is captures in the VCR. Mostly this is affecting WTTW 925. I've replaced coax and splitter. Signal strength is good per Xfinity. Happened 12 times during a one-hour show. Didn't happen at all on another channel.

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XfinityShawn

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2 months ago

 

user_ekwy9z Is this happening on a specific show on WTTW 925 or different ones as well? 

 

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user_ekwy9z

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2 months ago

After keeping careful records, the recurring trouble is WTTW and 1011. Live or DVR, but not streaming on the app.  Replaced cables and splitter. Hesitating to contact Xfinity because I know the drill. I will have to deal with their bot, and hours later I will have to reboot everything, disconnect and reconnect all the cables, they will tell me the diagnostics don't show any trouble. I just don't have time to spend hours duplicating steps I have already taken. WTTW says they are looking into it. Not sure if that translates to action. Possibly it means the problem is in the queue and maybe there is a pattern, but maybe its Comcast / Xfinity. And why do I need two names?

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XfinityNatalie

Official Employee

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722 Messages

Hey there, user_ekwy9z! This is not the experience we want for you. We appreciate you bringing your cable concerns to our attention. We would love the opportunity to dig further into this matter. 
Please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account. 
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.  

 

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2 months ago

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user_ekwy9z

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I direct messaged my details to XFINITYNatalie and added the following information:

FYI, a colleague mentioned the same experience. I will encourage them to also report on the forum.

Jake [Edited: "Personal Information"] at WTTW has responded: "I appreciate you following up. I think if you did reach out to Comcast they would tell you that our signal is strong (as you mentioned in your email). We had an issue like this over the Summer where the problem originated at the location where the broadcast feed originates and how their equipment interacted with ours. I am not the most technical, so I am not sure of all the details, but we believed for a while that the problem was resolved.

(edited)

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1 month ago

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user_ekwy9z

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So far these Xfinity customers have logged this issue to the forum

user_ekwy9z (me)

JPhockey

another customer I am encouraging to communicate

These Xfinity resources have responded

Shawn

Jon

AllyssaA

Natalie

At WTTW, Jake [Edited: "Personal Information"] has responded (ask@wttw-wfmt.com). I pasted his text in my last post and I will connect him to this forum.  I'm pretty sure all of the names are not real.

(edited)

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1 month ago

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