stephaniehench's profile

New Poster

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1 Message

Sat, Jan 9, 2021 12:00 PM

Intermittent Black Screen

I have the latest devices. I have a DVR box in our kitchen that appears to be our main box. Periodically - maybe every 3 weeks all of the sudden the screen goes to black for a second. And it happens every 5 seconds or so. Blinking on and then off. I unplug everything, let it sit for a while and restart. Sometimes it will be back to normal for a while, sometimes the problem persists. I have had this problem with older equipment too. In order to troubleshoot that it isn't the television I have bypassed the box and watched Netflix through the web services with Samsung. There is no blanking of the screen. It works perfectly. If it was wiring wouldn't it consistently demonstrate a problem? We have 3 other televisions in this house with the small boxes behind the set. We never have trouble with those. Thoughts?

Responses

R_Aster

Contributor

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46 Messages

5 m ago

Stephanie,

 

I have seen this behavior if the HDMI input on the TV is set to 'enhanced' or something similar. So you could look for input settings and see if changing it to standard (or vice versa -- this is all pretty much voodoo) helps. 

 

Also, an iffy HDMI cable can cause this. Don't go to Best Buy and waste money on a new one if at all possible -- just try to swap in a another one you probably have under your bed or in your sock drawer or wherever. See if that works. 

 

Um, you could have a bad signal that is most affecting that one TV. You should do the usual and loosen/tighten the RF cable on the back of the Comcast box and also at the other end, probably a splitter somewhere in the house. There is an app somewhere on the newer X1 boxes to check signal stength, not too clever but you could try it. You'll have to Google it -- forget where it is buried. 

 

Good luck. 

ComcastAmira

Official Employee

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2.3K Messages

5 m ago

Hello @stephaniehench, thanks for reaching out to us on our Forums page about this cable box issue you have been experiencing. We apologize for the delay in getting back to you but you have reached the right team to assist. It could be a wiring issue or an issue with that specific box. If the helpful suggestions the previous user provided did not help correct this issue, we would be more than happy to help.

 

Can you please send me a Private Message including your first and last name as it appears on the account? To send me a Private Message, please click my name “ComcastAmira” and click “Send a message".

I am an Official Comcast Employee.
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Visitor

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2 Messages

I am experiencing this same issue, have reported it to Comcast, still unresolved.  I have made an appointment for a Comcast techician to come to our house tomorrow to hopefully come to a resolve.  We just had this installed in our house at great expense, highly disappointed as we have only used internet in our house for the past 10 years or so.  I added the streaming service to this one tv and very sorry it has not worked since installation.  Black screen intermittent, sound goes off and on - we have not watched anything in full completion since it was installed but we have been charged to the high hilt by Comcast for installation and services they cannot deliver so far.

Visitor

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2 Messages

Also, I was contacted by Comcast two times to cancel service calls stating the repair the did remotely repaired the problem.  No - still the same problems - nothing has been fixed.  I was called this afternoon asking if they could do a remote repair I said no since it has not worked thus far.  Awaiting for technician to fix.  I have taken screen shots of the forum so I am not charged for a TV charge or customer education visit.  Very highly disappointed.  

Visitor

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1 Message

You are not alone.  We are having the same issues with the TV "Flickering" out.  scheduling calls, and being told the issue was resolved remotely,  when it has not.  We have another Tech scheduled for today.  Go luck with you issue, let me know if and how they fix it!

Visitor

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1 Message

We too are having this same issue with just one box.  Has anyone discovered the issue and subsequent solve?

ComcastAbbie

Official Employee

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306 Messages

@user_eca831 Sorry to hear you are also having issues. I want to help in any way I can. Please send a private message by clicking the Peer to Peer chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help. 

 

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? Please, mark a reply as the Accepted Solution.tick

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