tourault's profile

New Poster

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7 Messages

Mon, Jan 27, 2020 9:00 PM

Picture tiling/pixelation/freezing/loss of sound at night

This problem which has been going on for years as seen on many posts and is absolutely maddening. For me it happens mostly at night and on ALL boxes except the DVR box. The problem got much worse when I was forced to change to the new small blue light X1 boxes. I've been told as others have that it is a problem with the box outside the house but no one has done anything to fix that. They should either fix the problem at the source or allow me to use only DVR boxes at no extra charge. Instead they tell me to check connections and reset boxes which just adds to the frustration.  

Responses

CCAndrew

Diamond Problem Solver

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25.9K Messages

1 y ago

Have you had a tech out lately? If it’s outside it would affect all of your equipment. You see it posted often because people don’t post how good their service is. The majority of times what you see is inside wiring related.

New Poster

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7 Messages

1 y ago

So go through the same process we have been through many times which has not fixed the problem but hope that this time it does, then continue paying $250/month to watch TV's freeze...and the cycle continues...

New Poster

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7 Messages

1 y ago

We have had many techs out but not lately. Nothing has changed inside, the house is 15 years old and were told very early on that there was a weak signal coming into the house. The problem was less frequent before the small blue light boxes but now happens all the time. I appreciate your reply however the DVR box works just fine no matter what TV I put it on. All the wiring in the house is fine, connectors and connections are fine, it is not within the house. There may be a reason people dont post about how great their service is. This is part of the problem is that every time we try to resolve this issue, we have to start from step 1 and ends with them saying "there is a weak signal coming into the house" and that's where it ends. We put up with it for a year then try again, it's a frustrating exercise in futility. Why can't they just fix whatever the issue is outside or just give me all DVR boxes for the price of the small ones.

New Poster

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7 Messages

1 y ago

Again this seems like a way to avoid addressing the problem, there have been at least 3 techs in the past who have stated that there is a weak signal coming into the house, instead of looking in the house for the 4th or 5th time then replacing the DVR box to no avail how do I get them to check the outside first. I appreciate your replies however gong through the same process over and over without getting different results is not an efficient method of solving the problem.

CCAndrew

Diamond Problem Solver

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25.9K Messages

1 y ago

how do I get them to check the outside first.
_________
Make an appointment. Be home so they can check both at the same time.
CCAndrew

Diamond Problem Solver

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25.9K Messages

1 y ago

The small boxes get their video from the dvr, if the dvr and those boxes can’t communicate properly, you get the pixelation. Just because you think nothing has changed in your house doesn’t mean something hasn’t changed. It could be cable or a splitter gone bad. Regardless, if it’s inside or outside you should still have a tech out.

New Poster

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7 Messages

1 y ago

Actually there is a way around it, give me DVR boxes to replace all the small boxes at no extra charge, problem solved...Easy!

CCAndrew

Diamond Problem Solver

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25.9K Messages

1 y ago

Sorry, that’s the process. There’s no way around it.

New Poster

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7 Messages

1 y ago

I know and I appreciate it, I'm sorry I'm just frustrated

Rustyben

Expert

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24K Messages

1 y ago


@tourault wrote:

Actually there is a way around it, give me DVR boxes to replace all the small boxes at no extra charge, problem solved...Easy!


the xg2 has its own tuner(s) and can loan out to 3 other companion devices (freeing up the tuners in the DVR). same price

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New Poster

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7 Messages

1 y ago

Thanks for the response, is that a new box that I can get at the XFinity Store?

CCAndrew

Diamond Problem Solver

 • 

25.9K Messages

1 y ago


Actually there is a way around it, give me DVR boxes to replace all the small boxes at no extra charge, problem solved...Easy!
___________
Sorry,I’m not an employee, just another customer trying to help you out and point you in the right direction.
Rustyben

Expert

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24K Messages

1 y ago


@tourault wrote:

Thanks for the response, is that a new box that I can get at the XFinity Store?


yes. tell them you want to stop using the tuners in your DVR and want to use the xg2's tuners instead.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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