Bob_F4's profile

Visitor

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3 Messages

Tue, Mar 8, 2022 12:21 PM

Picture Freezes and Pixilation

I have been getting picture freezes and pixilation with the picture breaking up for months. I've tried to call and cannot get through the automated phone system.

XfinityMacey

Official Employee

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436 Messages

7 m ago

Good morning, and thank you for reaching out through our Community Forums for help with your video troubles! I'm sorry to see that your picture is tiling/pixelating and freezing- that's definitely not an enjoyable way to watch your favorite shows!

 

I'm also sorry to see that you haven't been able to reach us by phone. Not to worry, you've found a great resource right here to help get this resolved with you!

 

Can you please tell me what, if any, troubleshooting steps you've taken? This can include using our awesome Xfinity My Account app to troubleshoot, rebooting the main cable box, checking coax lines for a firm connection and no damage, and swapping out the HDMI cord as examples. 

 

Visitor

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3 Messages

@XfinityMacey​ Thanks for the response. I have used the My Account app but haven't had any lasting success. I've rebooted the main cable box, made sure all of the COAX lines were tight and undamaged and have changed the HDMI cord. Nothing provides a permanent solution. It seems that I've had this problem since XFinity improved the service in the area. It seems like a reboot will work for a short time, but in a few hours or a day, problems return. I have noticed that recently, when the picture freezes, it seems to go black and then repair itself in a minute or so, but yesterday it was worse. In the afternoon, while watching ABC, the picture started to pixilate, sound broke up, picture froze, and I got the message "Were having some video issues. Please give us a minute to fix it? That was followed by "This channel is temporarily unavailable. Please wait for channel to reload or try again" The screen then switched to a different channel. I had to reboot to get it back. 

Since others in my neighborhood are having the same problem, it seems that the problem exists outside of my house. A couple of weeks ago I did find that when the picture froze, I could record the program that was frozen and then watch the recording. Only once did I find the recording to also have problems

XfinityDevin

Official Employee

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731 Messages

@Bob_F4

Thank you for letting us know and it sounds like you have tried a few steps to resolve this already. Its strange that the live show will have the pixilation but the recording wont. Do you know if the recording is recording the live event or another airing at a later time?

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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3 Messages

I am recording the live event. I have used this work around maybe 5 times. I then watch the recording and can watch the event with only a very short delay. Usually basketball games on sports channels or sometimes ABC. 

Official Employee

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2.8K Messages

@Bob_F4

 

Our team will need to  take a look into your account to double signal levels that may be causing this issue. Can you please send us your full name and full service address? To send the requested information:
  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon 
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support"
      there. As you are typing a drop-down list appears.
  • Select "Xfinity Support" from that list. An "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

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

Visitor

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2 Messages

@XfinityMacey​  I had severe pixilation and sound distortion a few months ago. Nothing solved it . They wanted to rip up my yard to put in a new cable, but then a senior tech found a bad connector at the area terminal. He replaced it and it stopped. Now, several months later, it has started again. Another technician got it almost solve today, but after he left it became severe again. It isn't a problem on the apps and the new technician said we had a good signal. I just checked it on the website and it is good.  He did replace an outlet because it glitched when he plugged it in, but that didn't make a permanent fix, either. After seeing this forum and doing an internet search I see that this is a frequent and common problem with Xfinity. Since some of the complaints go back 2 years, it is obvious that Xfinity has serious problems that it isn't worth solving for them. I am bumping this up to administration...Comcast administration.

I was in the process of starting security and mobile service with Xfinity, but that's a no go for sure now.

Visitor

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1 Message

2 m ago

I have the same problem and have even worked with xfinity support and had service technicians over. This has been going on now for more than 4-5 months. Please update if this issue was resolved?

Official Employee

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677 Messages

Hey there @user_1c7c60! Thank you for reaching out here via Forums. I am sorry to hear that you are experiencing issues with your cable services. We want to help! Can you please send us a DM?

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" 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 ne

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

Visitor

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2 Messages

1 m ago

You may want to make sure all of you coax cables are only finger tight.  

I was on a chat with Xfinity and did everything they suggested and they also did some resetting to my account and cable boxes but nothing worked.  After I got off the chat with them I loosened the cables to a splitter which was under the house and that seemed to solve the problem, we will see if it lasts. 

Visitor

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2 Messages

11 d ago

To get through you basically have to answer "No" to all the questions and scream "agent" over and over again to the bot.

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