Pixelated, garbled picture

@BruceW​ why are we only having pixelation on the large networks (NBC, ABC, CBS, and FOX) and no other channels?

Me as well only in the major networks 

@user_7e8d77​ I have a Comcast guy coming to try and fix it in about an hour. I don't have a lot of confidence that it will be fixed, but I guess we'll see. 

Hi there @user_7e8d77. Thanks for taking the time out of your day to reach out to us here on Forums! We are sorry that you are having these issues and would love to help get this resolved. 

Could you please send our team a direct message with your full name and full address?

To send a "Direct Message" message:

• Click "Sign In" if necessary
• Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

@RacetrackRick How did the appointment go? Was the technician able to resolve the issue?

Same issue - did all the resets, refreshes, cable checks from the roof of the house to the boxes and TVs.  Nothing helps.  At least an hour on chat with CS agent, no solution and it cut off without an appointment.  Terrible customer service experience.  It's been happening a week plus.  Same deal -- $292/mo = $3500/year and it's this hard to get a problem dealt with?!  98% of the time, XF / Comcast has provided good services with tedious customer service for the 2% issues (most are just outages that are easy to see on the app - which is good).  Because of the customer service new focusing on chat based / AI based troubleshooting, I too am looking at the other options for internet, streaming, etc.  Numerous friends are happy with other options ... Fiber is available too.  I generally have time to deal with tech issues at night and can't seem to get a human to help solve problems like I can with say Verizon who will quickly send the customer to the tech people to solve issues... and their customer service is just much much better.  By the time I'm contacting XF support, I've already done all the basics yet they repeat the same stuff... very inefficient.  And it's making me waste more time writing this to complain about how bad the customer service experience is.  The people are nice, the process is bad.

[Edited: "Inflammatory"]

Hello @DP2022 , thank you for posting in our Xfinity Community Forums and your patience in our response. I'm bummed to hear you are having issues with some of your channels. I know I would be reaching out as well to find out what is going on. To clarify, is this only happening on the new box or others as well? 

@DP2022​ ESPN FS1 and TBS haven't worked for almost a week 

Hi there! Thank you so much for reaching your Digital Care team. Thank you for your patience while you waited to connect with me. I'm very sorry for the trouble you are having with your ABC channel. I truly understand how frustrating this service issue can be. Please be assured you reached the right person to assist you. Can you please DM me your first and last name along with your full-service address so that I can assist you further?

To send a direct message [private message]:

•   Click "Sign In" if necessary
•   Click the "Direct Message" 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

Hey there, @user_520e4f. We appreciate you providing your input and certainly understand how frustrating it can be to try and enjoy a show/movie and get pixelation issues. We appreciate you letting us know the steps you've attempted to try and resolve the issue. Do you happen to experience this on multiple boxes or just a single box?

Multiple boxes (replacement box in 2023 same issue). Like stated above, if I actually want to watch something, I just watch through the Stream app. I've gotten very good at FF through commercials by counting the seconds. Wife is amazed by this "new skill". Thanks for that?

We have been experiencing the same issue for months. We're on our third box and the issue is no better. It affects all channels and the DVR recordings have the pixelation recorded on the shows we want to watch as well. I've done all the checks listed and the issue persists. It is very annoying that we cannot speak too a human regarding this and other issues. Bots save Comcast money but it pisses off your customers.

@user_520e4f Thank you for letting us know. If you would like to troubleshoot further, we are happy to. Please let us know! 

Hello @John11831, thanks for reaching out for help with your video serviecs. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address. Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

Please let me know if you have any questions or run into any problems. 

Hello, @user_8llixr We would like the opportunity to correct this pixelation issue. Could you please send our team a direct message with your full name and full address? To send a direct message: 

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

Following I’m having the same problem watching NFL

Hello @user_w4794m thank you for bringing this to our attention so that we can assist you with this! To confirm, are you experiencing pixelation / signal issues while watching the NFL network? Do you have issues with any other channels? Have you tried any troubleshooting on your end, and if so, what steps have you taken?

we have been dealing with this for more than a year. Watching live sports -- which is the only reason we've been keeping Comcast -- is impossible.  This pixellating/smearing thing doesn't happen on the 3rd-party apps that we use (e.g. Hulu, AppleTV, etc), so it is bizarre to me why Comcast native signal is so bad.  It affects things we have on DVR, and most broadcast channels. We've tried just about everything, nothing helps.  Planning to switch.

Hello, @user_x90ox4. I am sorry that you haven't been able to enjoy the games and understand how frustrating that would be to go through. We never want that and are glad to assist you further with your service. Our team is very tenacious, has all the needed tools to get to the root cause of a problem, and wants to help. There can be a number of causes of this issue so I have some questions. What troubleshooting steps have been done so far? I know you said you have done a lot. Have you had a visit for this in the past? 

Good evening @user_5aawwt, and thank you for reaching out on our Community Forums regarding your pixelation concerns. Are you experiencing pixelation on all channels or a few in particular? May I also ask what troubleshooting steps you have tried such as restarting your cable box?

Pixelation here as well.  We are being ripped off for the price we pay.  Mine started randomly this month.  Funny how the tech reps always act like they are shocked by the issue.  From the sounds of it Comcast knows there is an issue and they are hiding it from the public.  Paying $250 and up for this poor service is terrible.  

@user_5aawwt​ UPDATE - A tech came after I posted this (although they called me 4 days in a row prior to the appointment telling me that they don’t see there is any problem and I should cancel the appointment). I told him this has happened before when water got into the lines outside. He checked the fittings coming to the house and I was right, they were saturated with sitting water. He removed the water and applied silicone to the fittings to prevent this from happening again. No issues since. 

Hello @Smcfamily thanks so much for reaching out and contributing to the conversation here. Are these issues present on every recording, or only on channels with 4K availability?  Does this also affect live chanels? 

That did not work for me

Hello, @89741. Thank you for reaching out over Xfinity Forums for support, you have contacted the right place in regard to TV pixelation issue. I appreciate you taking the time to provide all the detailed information, and know it is frustrating when service isn't working and to get charged for a service visit with the issue still not fixed. 

I would like to investigate further, and can look to reach out to our local area technician leadership for your area to have this looked into further. Working with our awesome technician leadership teams in the past they have been helpful with similar situations, and can help loop in other teams like our maintenance or engineer experts. 

Since I will need to gather some information to locate and authenticate your account, I would need for you to send a direct message.

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble  

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.

After Comcast did work in our neighborhood, pixelation issue is gone. The issue isn’t with the box but with infrastructure.

So have I. Only on live tv. They tell me go check my cable connections. i say bull. It is on their end not mine. Want to send tech out to look at me and say i have no idea $100.00 please. I understand they did an update in the Hockessin area. My problem started right after it. Any one out there get any answers except the same things to check. What is written for the person on the other side to ask. 

@89741 It looks like our last interaction was us asking for a direct message. If you're ready to continue we'll be here waiting and I'll include the directions to send that message as well.

Here's the detailed steps to direct message us:

• 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

Hello @user_zcax8d, thank you for taking the time to reach out on social media.  I understand your concern with the pixelation, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• 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