U

Visitor

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1 Message

Thu, Dec 30, 2021 5:48 PM

Picture freezes and audio cuts out

No matter what channel the picture will freeze and or the audio will cut out.  It happens with both of my TV's with cable boxes.  An example is it happened again today on Hallmark Movies as well as Comedy Central.  Last night it happened again on Showtime while watching Ray Donovan.  I have reset both cable boxes, unplugged power cable and HDMI cables.  It makes no difference.  It can happen while watching live tv or something that was taped on the DVR from the night before. It does not happen on any streaming services. Only when we are watching Cable. We are getting extremely frustrated!!  Please help!

Ron

Official Employee

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1K Messages

5 m ago

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I'd love to look into this concern further and do some troubleshooting with you. I definitely understand how frustrating it would be to have the picture freezing and audio cutting out. Please send us a direct message to "Xfinity Support" with your full name and address.

 

To send a direct message you may need to:
Click "Sign In"
Click the "direct message" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

Visitor

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1 Message

5 m ago

Me and every Comcast customer that I am friends with has had the same problem for the past several months. It all started after that major national data center outage. Seems the network they put us on after the outage can't handle the bandwidth. Nobody I know actually called Comcast about it. Everyone seems used to lousy service.

Official Employee

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481 Messages

 We are happy to address anything and everything in a DM if you want! This way we can locate your direct account and see what we can do to help you fix it. Just follow the directions above and we can go from there. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

We've had the same issues for a few months and here is what is frustrating for our family.....

We have one TV in our house. We pay $264 / month for what used to be called "Blast" internet speed, the DVR service and a couple premium channels. We have constant low speed internet (download between 75-130 mb) and more frustrating is the freezing and remote delay (wait times can be up to 20 seconds for the corresponding action to occur after pressing a button on the remote). We kept trying to do a system refresh, but the system said it could not connect with our box.....so the only option we had was to restart....then restart, restart again......then restart.

Now that our seasonal business is "off season", I took time to call and figure this out. 

The first "agent" told me me DVR box was old (6 yrs currently) and should be replaced.  I asked if I should to go the the local XFinity store to swap out my box....she said no, we can return ours via UPS.....She sent out a digital adaptor package to me (not a DVR). I called back to figure out why I received this equipment and they apologized and said they would get this corrected right away. Then I received a small cable box that is not a DVR.....I call back and they say I received the wrong thing and they have now fixed all my current issues with their "advanced technology department'.....this rep said "monitor your system for 24 hours and you will see that the issue has been fixed". I asked what I should do with these two shipments that have the incorrect hardware and he told me to take it to the local XFinity store.

Why is there no consistency with this company? The only consistency is that the "agents" are obviously in India. 

With all of this said, I have been a customer since 1993 and I have never considered alternatives for my TV and internet until now. 

I cannot email the company because there is no avenue for that on their site, and I can't get a good answer from any of their "agents". Frustrating to say the least.  

Visitor

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1 Message

5 m ago

I am experiencing the same. Slow response, DVR recordings pixelated. Skipping. Audio dropout. I've had a clinician out and they replaced the cable outside, no dice. I've had two new DVR's in 3 weeks. No dice. My patience is at an end. Why can't you fix it? When I stream from the internet, no problem.

XfinityAmira

Official Employee

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2.8K Messages

Hi and thanks for reaching out to us on our Forums page. I am sorry to hear about the problems you're experiencing with the cable service and equipment. I can imagine how inconvenient and frustrating that has been for you, and my team would love to further assist you with this. We absolutely appreciate all you have done on your end in trying to rectify these issues. Let us go ahead and further look into this on our end. To best assist, please send us a Private Direct Message. Here are the detailed steps to direct message us: 
 • 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

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

Regular Visitor

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7 Messages

My XG1v4 4K box started experiencing drop outs, pixelation, freezing with both audio and video on 1/5/22.  This happened to me previously due to a buggy firmware update that tooks months and several further updates to eventually resolve. I cannot use the 4K signal now, as the issues continue.

Decreasing the resolution to 1080P appears to "fix" this, I have checked connections, unplugged, reset box through app and only the resolution change makes the tv watchable. My tivo boxes are unaffected, so I do not believe this to be a signal issue.

It appears to me that the cause is again a buggy firmware update. The difference is now you are now charging a monthly fee for this cable box and increasing the monthly fee. Since this started yesterday 1/5/22, I don't want to wait months for a fix like last time, if you check my posts on the forums you can see the lack of response from Xfinity, and the extended time period this affected me.

Has a new firmware update been rolled out, as it best explains what I'm dealing with.

And having 4K not be available is not a reasonable solution. I can only hope that I don't get a canned response, and someone actually does more than a useless stock reply about check this, refresh that, exchange that, have tech...etc...etc.

I also did send a direct message using your system.

Official Employee

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172 Messages

Hi @thugrilla5 ! I'm sorry this box is giving you trouble! I'm a huge movie fan, so I'd be upset with having this happen. I can definitely help as an expert! I do see you've set a direct message, so I've replied there to get started. 

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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