Picture freezes and audio cuts out

 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. 

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.  

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: 
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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.

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.