Visitor
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2 Messages
Incorrect Aspect Ratio on Every Channel With New LG TV (Solved! Get a New Box!)
This frustrated me for months. Finally got a new box and problem solved.
Xfinity Package
We have basic internet package, which comes with basic local channels only (Fox, NBC, ABC, CBS, and local PBS)
Connection
Coax from wall to Xfinity
HDMI from Xfinity box to TV
TV
LGTV
TV Settings
16:9 Aspect Ratio
Problem
Wrong / incorrect aspect ratio on every channel. Can't see edges of broadcast on TV channels. But if we watch Apple TV, or any app on our LG such as Prime or Netflix, the aspect ratio is correct and everything looks great. This is what led us to believe the problem is with our Comcast Xfinity box.
We only get regular channels, which on our box are ...
- 2 (Spanish)
- 3 (ABC)
- 4 (NBC)
- 5 (CW)
- 6 (FOX)
- 7 (CBS)
- a few other miscellaneous channels
These same channels are broadcast in HD under different channel numbers.
- 702 (Spanish HD)
- 703 (ABC HD)
- 704 (NBC HD)
- 705 (CW HD)
- 706 (FOX HD)
- 707 (CBS HD)
We switched over to these and the broadcast is in HD and aspect ratio is still incorrect.
tags: Xfinity, Comcast, LG, TV, HD, HDMI, coaxial, high definition, aspect ratio, problem, incorrect, wrong
Accepted Solution
user_a9d5c7
Visitor
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2 Messages
3 years ago
TLDR: Get a new Xfinity box.
Long Version
Just went through same problem. Brand new LG TV and incorrect / wrong aspect ratio showing for ALL channels. But apps like Prime / Netflix looked perfect.
Called up Xfinity tech support. Tech support told me to unplug the box for 30 seconds and then plug it back in and turn it on. This fixed the aspect ratio problem. But, soon as I got off the line with tech support, the TV screen flipped back to the wrong ratio. I tried the power cycle trick again and this time it did not fix the problem. Frustrating.
Called tech support up a second time. Complained about their phone system being total junk and how it took me three calls to get a tech support person on the line. Then complained some more about our 2yr old Xfinity box not working right. The tech apologized for all the problems and sent us a new box for no cost. Plugged in the new box and everything looks perfect. Finally, we have a perfect picture.
Stop messing with your new TV settings or checking cable connections 100x. The fix is to get a new Xfinity box.
Side note: Originally tried getting this resolved via online chat support. Huge hassle. And the tech guy ended up sending some agreement over that said we were signing up for some new package. I never asked for anything other than a replacement box and yet he tried to get us to sign up to some new tv package. I was floored at his idiocy / sales tactics. He claimed it was because we were getting a new box. I had to tell him to cancel everything we chatted about for the last 20m and then disconnected. Total waste of time. If you want real solution, call and get a human on the phone.
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CCMartin
Gold Problem Solver
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2.9K Messages
3 years ago
@user_a9d5c7, Thanks for taking the time to explain and post what is happening with your TV service.
Our team will take a look at your account to make sure all the HD services on the backend of your account is setup. Can you please send us a private message with your first and last name, and full service address?
To send the requested information:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support"
there. As you are typing a drop-down list appears.
• Select "Xfinity Support" from that list. An "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
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MNtundraRET
Gold Problem Solver
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5.9K Messages
3 years ago
Those lower numbered channels are only SD (420p).
The HD channels are around the 800 series and higher. Idf you are not paying the HD technology fee you are not getting HD channels.
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