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harris213
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Monday, July 27th, 2020 8:00 AM

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Picture Freezes, and No Sound Intermittently

Already tried to address by powering off and on equipment, and sending "refresh" signal via Xfinity/Comcast website  We have 2 TV's that intermittently display frozen video with no sound for about 3-5 seconds at a time.  Issue on all channels that we watch, including CNN, MSNBC, CBS, ABC, NBC, etc.

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5 years ago

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CCAndrew

Gold Problem Solver

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25.9K Messages

5 years ago

Generally, restarts/refreshes aren’t fixes for signal issues. Check that your cables are tight and in good repair, remove any extra splitters and possibly have a tech out there to troubleshoot further

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Jpolek

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1 Message

5 years ago

I have similar issue with cnn freezing on and off at same time every night...around 8pm est on thru night

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tstack

Contributor

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644 Messages

5 years ago

Had this X1 for about 2 weeks and last night (Thursday) had my first issue around 7:56 PM when changing channel using voice command screen got stuck with 3 dots but could still hear sound. Could not do anything with remote for resolving had to pull plug on xg1v4 to get back to normal.

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JohnM_NEPA

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1 Message

5 years ago

Same here... has also been happening to me watching CNN for the past 10 days or so. The tv connected to the only X1 in my house does it. The other tv which is connected to a standard Xfinityi box, does not have the issue. It is annoying.

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CCChe

Official Employee

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6.9K Messages

5 years ago

Hi @Jpolek, 

Thank you for letting us know. If you've tried the steps provided by @ComcastAndrew, feel free to send me a private message with your first and last name and service address. I can check for premise signal issues, node issues and then work with the Advanced techs to report the issues regarding CNN for further investigation. To send me a private message, click on "ComcastChe," and then click send a message.

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XfinityAmira

Official Employee

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4.2K Messages

5 years ago

Hello @tstack, thanks for reaching out about this on our Forums page. I'm sorry to hear you experienced this but glad it corrected itself after the reboot. Have you experienced this again since rebooting the box? 

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tstack

Contributor

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644 Messages

5 years ago

Hello, No but will monitor it and let you know. Thank you

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CCChe

Official Employee

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6.9K Messages

5 years ago

Thanks, @tstack! That works. Let us know if the issue returns, and we'd be happy to investigate further. We'll keep this post open and look out for updates. Stay safe and take care! 

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