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user_cf227a
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1st Like

Visitor

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2 Messages

Tuesday, April 12th, 2022 10:05 PM

Closed

Picture freezing

For several weeks now, my picture has been regularly freezing up no matter what channel I'm on.

At first, the freeze would last for 15-20 seconds, and then the show would resume.

Now, it's starting to freeze and will stay that way for hours. When that happens, my remote control

is not usable at all.

The only way to resolve the situation at that point, is to unplug the cable box.

Doing that fixes the problem, but since I have to do that every day or so, my guide is constantly 

erased, so I never know what's on TV. Everything is "To Be Announced" until, in a day or so, the 

picture freezes again and the whole process starts again.

When I call customer service, all that happens is the phone employee gets extraordinarily excited, 

shouting that this is very, very good news for me! 

Because I can get internet service for just (insert some amount of money I'm not interested in giving

a company that already isn't delivering one service reliably).

If we can get my TV working reliably, I'm more than willing to have a conversation about additional

services, but I will not invest $0.01 more in a company that isn't delivering what I'm paying for already

and demonstrates little interest in fixing that.

Please help me get in touch with an employee who can help to fix this issue.

Thank you.

Question

 • 

Updated 

2 years ago

8.7K

7

Was this helpful?

CCLayla

Gold Problem Solver

 • 

259 Messages

3 years ago

Hi, @user_cf227a, thank you so very much for taking time out of your day to share this post here in the forums. 

I truly apologize for all the difficulty you've experienced with the TV box freezing so frequently, and for the lack of a solution when you did finally reach us. 

Please rest assured, you have come to just the right team for help to correct the problem once and for all. 

It sounds like there may be an equipment issue, but may I know about how long you've had this particular box in use? 

 

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user_cf227a

Visitor

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2 Messages

@XfinityLayla​ Thank you for reaching out.

I'm not certain how old the cable box is, but my best guess is that I've had it for about 

ten years.

3 years ago

0

user_a795bb

Visitor

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5 Messages

3 years ago

This has also been an ongoing issue with me since March 24th.   I have spoken to Xfinity representatives 21 times as of yesterday and my issues is still ongoing.. They have sent three (3) technicians out to my house and the issue is still happening. When you finally get to speak with someone, they have you repeat the same information to them that you have previously give them.  Each rep says that they will notate my account so that I wont have to go through the same thing.  They tell you that they will escalate to a higher tech and will run test and contact you via text within two to three hours.  They send you a text stating our processes have completed and your Xfinity service should be restored.  Please reply Y to confirm that your service is restored or N to proceed with scheduling a technician visit..  I send a N response.  They call and repeat the same process over again.  The last call I received from them was yesterday morning stating that they see I was having issues with my tv and wanted to know what the issue was that I was having.  I just hung up the phone.  You would think speaking with someone 21 times, they should know what the issue is. I am so frustrated with Xfinity.  I am at the point where I want to look into other service providers.

0

user_348c71

Visitor

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1 Message

2 years ago

I am having this same problem!  They had me bring in  the  box and replaced it with  a new one.  It is happening with the new box also.   When I call, they try the same fix tht I have done in the Xfinity app already, send a signal to the box.  This only fixes the problem unitl I turn the tv off.  The next time I turn it on, the picture  freezes again.  I am sofrstrated, I dread calling them again, I need  technician to come out and fix this. 

7

XfinityVianney

Official Employee

 • 

1.7K Messages

Hi, @user_348c71. I see you are having similar issues, and we will be glad to help. The issue in this post first occurred nearly 5 months ago, so this may be separate issue entirely. I would recommend creating your own post regarding the situation, so we can provide more individual help as it pertains to your specific situation. Thanks. 

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

2 years ago

0

XfinityVianney

Official Employee

 • 

1.7K Messages

@user_04730d If you still see the same issues, we can also help. We know everyone's situation is different and equipment can vary. Please let us know what specific issues you see on your end. Like I posted above, I would recommend creating a post if you're having problems with your set-up as well. It's best to add what equipment is affected, any error codes or messages your see, what channels or networks that may be having the problems, or even if you have this problem with your Stream App on the same feeds. Once we have the overall picture, we can certainly do our best to help. 

(edited)

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

2 years ago

0

user_79f1f9

Visitor

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1 Message

My TV box freezes everyday , Im so over it, I call on the phone for 1 hour stating the same things. all they want to do is reboot the [Edited: "Language"] box

(edited)

2 years ago

XfinityAngie

Official Employee

 • 

1.4K Messages

@user_79f1f9, Let us know if you are still having issues with your box freezing. We want to help. 

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

2 years ago

0

CCFelicia

Problem Solver

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311 Messages

Hello @Really_great_service, we do apologize you continue to experience the freezing with your cable services, my team would certainly like to assist.

 

Can you please send our team a direct message [private message]:

   Click "Sign In" if necessary
   Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
   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 no longer work for Comcast.

2 years ago

0

user_b9b737

Visitor

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1 Message

2 years ago

We are having the same problem. Initially, it only happened occasionally; now it happens multiple times a day.

1

CCTimothy

Valued Contributor

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406 Messages

Thank you for reaching out on the forum, @user_b9b737! Please let us know if you're still having this issue with your box freezing up, as we would be glad to assist! 

I no longer work for Comcast.

2 years ago

0

user_38ee78

Visitor

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1 Message

2 years ago

This is the same issue I have been having for months with the TV freezing then finally going black. I go through the reboot at the TV first and then the entire system at the modem/router.  Over the Thanksgiving holiday I had family here from all over the state and they are all having the same issue. At this point this needs to be looked at by the consumer commission and huge credits giving back to comcast customers. 

4

Really_great_service

Visitor

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3 Messages

We're having the same problem everyone else is.  I expect someday Comcast will fix this, then increase rates to cover the cost; no chance [Edited: "Language"] they're giving credits to anyone for their [Edited: "Language"] service.

I can't wait to get my cut&paste Xfinity response hoping to help, it'll make me feel so much better.

(edited)

2 years ago

Really_great_service

Visitor

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3 Messages

To keep everyone up to date, we're stilling having the same freezing and black screen problems.  No sign of Comcast fixing anything.

2 years ago

CCLamont

Problem Solver

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519 Messages

Hey @Really_great_service I would love to investigate the ongoing service troubles together. Could you please send our team a direct message with your full name and full address?

 Our team can most definitely take a further look at this issue.

 To send a "Direct Message" to Xfinity Support:

 Click "Sign In" if necessary

 Click the "Direct Messaging" icon or https://comca.st/3EqVMu7 

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

 See https://comca.st/3KQF8q9r for an example.

 

I no longer work for Comcast.

2 years ago

0

user_5b405a

Visitor

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4 Messages

@user_38ee78​ I agree!  Instead of upping the cost Xfinity needs to be refunding.  This issue has been happening to me for several months now.  Also, the remote unpairs, the tv gets stuck on the welcome screen but won’t go any further.  I call and they want me to unplug for 30 seconds and plug back in.  As if I haven’t already done that before calling.  I’m to the point now that I’m ready to cut the cord with cable.  But I know they’ll just Jack the price of internet up when I do.  It’s so frustrating to come home from work or get up on the weekends and can’t enjoy my time for having to move my tv away from the wall and constantly be unplugging, counting 30 mississippis, and plugging back in, moving tv back into place, and maybe it will work.  But if it does actually come on, it just freezes up.  I can’t watch one whole show without it freezing up and I miss part of the show.  Definitely not worth what I’m paying.  And here I am, back at it again.  I feel I should be getting paid a salary because I spend so much time working on my cable. 

2 years ago

0

Drummer71

Visitor

 • 

1 Message

2 years ago

I’ve been having the issue on and off since I bought my home in Denver in February of 2017. Have had techs out, boxes replaced, cables re run. Neighbors complain of same issues and they re ran the line from the hub in my back yard sometime in 2019 to the neighbors house and said they would come back and hurry the cable, it’s almost 2023 and the cable is still above ground and run along the fence. I never had theses issues when I lived in Northglenn.

Here is one of many workarounds - absolutely not a solution - use a laptop and stream Xfinity Live TV and connect it to your TV with an HDMI cable.

(edited)

1

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CCJennifer

Problem Solver

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743 Messages

Hello @Drummer71! Thank you for reaching out on our community forum. We hate to hear you're experiencing these issues with your service. Could you please send our team a direct message with your full name and full address?

 

• 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 no longer work for Comcast.

2 years ago

0

Moonltnite

New Poster

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5 Messages

2 years ago

We’ve had channels freezing or giving errors randomly starting this past week. Today, 171 (AMC) froze for a few minutes.  This seems to be a new problem and happens on all our boxes - different channels. It started doing this about a week ago. So my gut says Xfinity did something. My husband did see an Xfinity vehicle about a block from here around when it started happening. Could be a coincidence- or not!  Our boxes refresh overnight - so that isn’t the problem. 

1

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CCBrian1

Contributor

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367 Messages

@Moonltnite Thank you for reaching out to us through our Xfinity Forums Community, and thank you for your patience while awaiting our response. I understand that you've been experiencing some TV issues with channels freezing or randomly seeing errors. I can understand the concern with this, rest assured we are here to help. I will do all I can to help. Can you let me know update at this time? 

I no longer work for Comcast.

2 years ago

0

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