M

Visitor

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1 Message

Tue, Sep 14, 2021 4:45 AM

Frustrated by freezes and pixelation every evening

Every evening when I'm watching baseball on NBC Sports Bay Area, around 9ish pm (usually right around the 7th or 8th inning... you know, right when things are getting good?) my signal starts pixelating, then freezing up, then goes completely black.  This is EVERY EVENING GAME!  I usually end up missing the last 3 innings of the game because it'll come back for a few seconds, then goes out again.

After looking thru thru these forums, it appears that I'm not the only one with this issue.  Some have stated that a tech had to resolve an issue outside the house (splitter, something at the pole, etc.)

Comcast/Xfinity customer service always sounds oblivious, like "jeepers we've never seen this before...  we'll monitor your signal".  And you wonder why so many people are "cutting the cable" and just using streaming? 

Let's see if posting here gets me any help, because I'm about done.

Official Employee

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179 Messages

1 m ago

Hi @Mugwump44I would be happy to help and look into your concern. send us a direct message with your full name (and the account holder's name if different from you) and the numbers associated with your service address. To send a Private Message, please click on the link  https://comca.st/3keoru1 to initiate a live chat.

BruceW

Gold Problem Solver

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23K Messages

1 m ago

@XfinityAshley : Mugwump44 is a first time poster and may not know that they should send their message to "Xfinity Support", since sending it to your userID won't work.

@Mugwump44: To send the requested information in a private message to Xfinity Support from any Forum page:

  • Click "Sign In" if that prompt is visible

  • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

  • Click the "New message" (pencil and paper) icon

  • The "To:" line prompts you to "Type the name of a person", but don't do that.

      Instead, type "Xfinity Support" there. As you are typing a drop-down list appears.

  • Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

  • Type your message in the text area near the bottom of the window

  • Press Enter or tap the > icon to send it

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

(edited)

Visitor

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1 Message

19 d ago

I am having the same issue. Constantly pixelated picture, right now the baseball game keeps pixelating/ freezing. Really not liking this at all

XfinityJay

Official Employee

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211 Messages

Thanks for sharing your experience with us, @user_4e0d7e. Let's work together to fix this. Could you please do me the favor of initiating a chat to Xfinity Support providing your full name and address? To begin a chat, please click the chat icon in the top right of the page. Search for Xfinity Support, if needed. We're looking forward to working with you to make this right.

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