1 Message
New gateway causes tv pixelation
Installed new gateway after receiving email from xfinity offering it because of new speeds. Installed it. Now, tv pixelates every 30-45 seconds and lasts several seconds so you miss what you’re watching. Spent 35 minutes with their robot on their app. No solution. Talked to a rep on the phone. Couldn’t get him to understand the problem. The problem is not the tv or cable box. It’s the new gateway causing problems! They want to send a tech out, but I refuse to pay for it. It’s their fault! Going to put our old modem back in.
XfinityThomasC
Official Employee
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2.1K Messages
8 months ago
Hello, @DMaxl please let us know if you continue to have issues after restoring your old modem. We are here to assist.
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user_75x2bv
1 Message
5 months ago
Experiencing the same problem!!!
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user_2p867a
Contributor
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17 Messages
5 months ago
For about a month now we have the same issue with our Vizio Smartcast QLED TV. Not sure if this is related to the recent work/upgrades XFINITY has done in my town? A technician came out on 7/5/24 and changed the splitter, installed new cable lines, tested everything, and then some but we're still having distortion/tiling/flickering/pixilation/interference issues. We even upgraded our DVR box to a 4K DVR (XG1v4) but that didn't help. Another technician is coming out this Thursday, hopefully it'll be resolved. If not, we may try to install a new xFi Gateway modem/router. If that doesn't work then the technician will put in a ticket to possibly repair/replace the cable line from the utility pole to the house. This is so frustrating!
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user_j7hndg
1 Message
4 months ago
I also was sent a message to upgrade to the new modem and did so this August. The first problem was that I did not have an upgraded phone so could not download the Xfinity ap. After installing the new modem (with assistance over the phone), the pixelation began. I am a teacher and do not have time to exchange this faulty modem for the original nor do I have time or money for a home visit. Customers have indicated problems with the upgrade for a year! I am so very sorry that I "upgraded."
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