Visitor

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5 Messages

Wednesday, July 9th, 2025

Nonstop glitching

Our TV (hard wired cable) is glitching every few minutes.  Last time it was like this, it was animal damage.  I’d like to report it, but can’t get through the automated system that wants me to check my hookups.  It’s not that!  Is there a way to report a more global issue?

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Official Employee

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383 Messages

19 days ago

Hey there user_50518z. I can certainly understand the frustration if you are experiencing issues. We are happy to assist further, what troubleshooting steps have you taken so far?

 

Visitor

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5 Messages

@XfinityJon​ Hi - I have done all of the normal restarting of the cable box, checking the input, checking my wires (many, many times because I can't get through the automated system without agreeing to do the things!!) & everything seems ok.  I actually did work with someone via text & she told me that she was taking care of everything - escalating my concerns and giving me a credit.  But the TV is still messed up.  It's on & "watchable" but it cuts out/pixelates every 5 minutes or so.  So, as I reflect on my customer service experience, I realize that I still have no idea what's happening as far as a fix.  A credit is nice, but I have a senior in the house whose main source of entertainment is that TV and the dumb thing cuts out at crucial moments of her shows.  Very annoying.  Also very annoying because I've spent hours on this already & feel like there's no resolution.  I doubt the credit I'm being given is anywhere close to the hourly rate I would charge for working, and dealing with Xfinity 100% feels like work to me.  Like I expressed to the agent, the TV has been cutting out for weeks & it took me this long to deal with it because trying to get anything done with Xfinity is exhausting.  I have a bad feeling that I am going to end up at an Xfinity location to deal with this issue.  And I literally do not have time for that & it shouldn't come down to that.  But it does, EVERY SINGLE TIME.

Official Employee

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2.3K Messages

 

user_50518z Hello! Thank you for your reply and for letting us know what you've attempted. We are sorry it's still giving you problems. Let's go ahead and bring you into a Direct Message to continue investigating. Here are instructions on how to send a DM in case you need them:

 Click "Sign In" if necessary
  • Click the "Direct Message" icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

 

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