JohnMatteson's profile
JohnMatteson
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1st Kudo

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24 Messages

Sun, Feb 21, 2021 6:00 PM

Garble on television screen but not on streaming shows

For nearly a month now I have been having interruptions on my regular television service. Screens pixelating (Garble), dropping to black. On shows recorded on the DVR they pixelate in the same place, if I backup and replay a show segment. On streaming to the computer, this does not happen.

X1 tech came out and replaced the X1 box and the coax from the wall to the box. Somewhat better quality picture, but it still pixelated. Called COMCAST tech support, the know nothing script reader told me to change out the HDMI cable. So I did, as suggested, with no change in results. 

I can't get past the IVR without having the X1 box rebooted, and then the phone tech (script reader) start a "troubleshooting session" that does nothing when he determines that the cable box is fine. I do not want to get into and endless cycle of troubleshooting visits, box replacements with each visit costing me 149 USD for the equipment and visit.

WHO CAN I CALL THAT WILL LISTEN TO ME, DO SOMETHING MORE THAN PUSH A 'REFRESH' BUTTON ON THEIR COMPUTER SCREEN, THROW UP THEIR HAND AND TELL ME THAT'S ALL THEY CAN DO?

Responses

Rustyben

Expert

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24K Messages

2 m ago

I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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24 Messages

2 m ago

Thanks. I would have thought that the phone support would have had an escelation feature, but that does not seem to be the case.

Official Employee

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64 Messages

2 m ago

Good morning, and thank you for taking time to reach out through our Communities Forum page for assistance with your TV concerns! You've reached the right team to help get this resolved with you today. 

 

To get started, please send me a private message with your first and last name and service address so I can assist you. To send me a Private Message, please click my name “ComcastMacey” and click “Send a message”.

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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

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64 Messages

2 m ago

@JohnMatteson, thank you for taking the time to reach out to us and work with us to resolve your picture quality concerns. I'm so glad we were able to get this taken care of so that you can return to enjoying your favorite shows and movies! If there's anything else we can help with, please don't hesitate to reach back out to us here by creating a new thread at any time, as this one will now be considered closed. 

 

Our Digital Care team is online 24/7 to help answer any account questions or concerns you have for us, including billing, plan management, and troubleshooting our amazing Forums folks need a little extra help with. Thank you for being a loyal and valued part of the Comcast family, and have a wonderful weekend!

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24 Messages

2 m ago

This is a follow on to my earlier complaint thread (started 5 March) about this same issue. This problem has been going on for nearly two months.  Trying to get to an engineeer via the phone in support is an impossibility.

Rundown on the symptoms/troubleshooting.

Noise and pixelated picture, breakup on the sound, sometimes to the point where the television loses synch, it goes black and remaining that way for minutes before coming back, with just as much noise and pixelation.

Comcast tech dispatched to replace all indoor components (coax cable, X-1 box) Was charged 100 USD for this. No change in symptoms.

Comcast did some 'scheduled maintenance' in the area (no more details available on WHAT they've did maintenance on. No change in symptoms.

Hooked different television to the HDMI cable on the X1 box. No change in Symptoms (all indoor equipment has been changed out at this point in time) Results, you guessed it, NO CHANGE IN SYMPTOMS.

Comcast doing additional Scheduled Maintenance in the area. Pictured just as screwed up as ever.

Now for the better information. No matter how screwed up the Television picture was, my STREAMING service to my PC was crystal clear.

When will my signal be clean again, Comcast?

Note: This comment was created from a merged conversation originally titled Pixelated picture and noise on TV, but clear when streaming live or recorded shows

Official Employee

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174 Messages

Hello, @JohnMatteson. Thank you for reaching out about the issues with the TV service. I am very sorry to hear that the issue is still ongoing and super thankful that you are letting us know so we can continue to help. I can imagine this has been very frustrating to go through and we want to see it fixed. Can you please send us a chat message with your first and last name? To send our team a private message, click the chat icon at the top right of the screen. Choose the handle "Xfinity Support".

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Frequent Visitor

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24 Messages

Done. You should have the PM now.

Official Employee

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174 Messages

Thanks for sending us the PM. I see that and am working on it now. I will respond to your PM shortly. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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4 Messages

Have had two cable boxes for about two months very random certain HD channels pixelate and are not watchable the SD channel is ok

we have done all of the restarts and resets internet signal is excellent and no issues

we have a commscope amplifier splitter in the attic that was installed when we had Verizon fios not sure if I need it but i do need a splitter

should I remove that device and get a standard splitter the longest cable run is less than 50 ft
please help

Frequent Visitor

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24 Messages

What ended my issue was a pair of crews came out to check the lines leading to and through the breakout boxes in front of the houses. That and some additional maintenance at the breakout box on the state highway near the entrance to the subdivision.

I would suggest checking the coax to find the impedance (6 ohms, 50 ohms, whatever) and ensure that all the components between the demarc box (on the side of the house) and your set top boxes are compatible. Beyond that, contact a wiring contractor that has experience with cable service installations.

Frequent Visitor

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22 Messages

1 m ago

75 ohms

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