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user_10d1e9
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Saturday, February 15th, 2025 10:22 PM

Live TV pixilation

Started a few days ago. All live TV channels are pixelating. 3rd party, on-demand, and nonHD are fine. Did several system resets, hard booted DVR box and modem, checked coax connections, and virtual assistant sent a signal refresh to box. No change! Would a box swap at Xfinity store make sense? Watching a basketball game with horizontal streaks across isn't getting it for $270 a month.

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Updated 

2 months ago

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XfinityThomasC

Official Employee

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2.4K Messages

2 months ago

Hello @user_10d1e9

To determine the reason for your Live TV pixelation issue. Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

 

 

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user_10d1e9

3 Messages

Issue appears to have cleared. We upgraded the box to our 2nd TV on the 10th to a newer X1 box. When a change is made to our account, does an upgraded signal get sent to our house? If so, it would be helpful to know that we should expect a degraded signal for a period of time.

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2 months ago

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XfinityThomasC

Official Employee

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2.4K Messages

Thank you for the update @user_10d1e9

We want to thank you for reaching out on the Community Forum for support with your pixelation issue. We are glad you were able to resolve your issue with an equipment swap. Never hesitate to create another public post for any of your future account and service needs!

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick

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2 months ago

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user_10d1e9

3 Messages

@XfinityThomasC​ Please see follow-up post

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2 months ago

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XfinityBillie

Official Employee

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3.2K Messages

@user_10d1e9 I apologize that we didn't directly address your last questions. When you upgrade your equipment there should be no change to the signals coming to your equipment that would cause any signal issues that would cause pixelation. I hope this helps to answer your question. Did you have any other questions or concerns?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick

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2 months ago

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