R

Visitor

 • 

2 Messages

Wednesday, April 5th, 2023 7:49 AM

Closed

Pixelated, garbled picture

For the past month or so, we've had problems with experiencing pixelated, garbled pictures on several  TV channels. I've tried resetting our X1 box, but it doesn't help. This problem seems to have been getting worse the past few days. It's easy to see on the pictures I took last night how bad it's gotten.

New Poster

 • 

8 Messages

1 year ago

Same thing happening over a year now. It is not issue with cables or cable box. It is definitely an issue with Xfinity infrastructure and they need to address this. 
Every time I report this to support, they suggest the same; reboot, tighten cables, plug the power into wall socket, etc. and then they want to send a technician. What is the point when the issue is intermittent and by the time technician arrives few days later, the issue is gone and they charge you for the visit. 
Not sure what monitoring tools they are using, but they need better telemetry to troubleshoot and fix these issues; like ThousandEyes for networking. 

2 Messages

1 year ago

just stop paying for dvr and hd service , thats what im going to do , if everybody started doing it see how fast it would be fixed

1 Message

1 year ago

Started getting pixelation just as the weather started turning bad (winds and rain). Was in the process of upgrading from the ADR box to an X1 box, so all new coax, HDMI, all tight fittings and the rest of the basics. Internet works with no issue. Rebooting from app keeps erroring out (XRE-03134). If this is another "water in the connections" issue, why is there no preventative maintenance plan (can't be more expensive than all the service calls) or redo the architecture to be more environmentally resistant. We get winds, rain, snow, earthquakes and the occasional tornado. It infuriates me that the "preservation of profit outweighs the satisfaction of the customer" is still the MO after decades of experience proving otherwise.

Official Employee

 • 

1K Messages

Hey @user_8jtv3f sorry to hear you are having this issue. I would be happy to look into this and see how I can resolve it for you. Please send a DM to XFINITY SUPPORT with your name and address to get started. 

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 Messages

1 year ago

the problem is the cables cant handle the new 10 g , thats the proble, reset your tv to a lower setting and see what happens , 

1 Message

1 year ago

We have intermittent  pixelation problems on some channels, never on others. And it happens during the program, not the commercials!

Contributor

 • 

19 Messages

1 year ago

Disconnect your surge protector.  This worked on our x1.

Official Employee

 • 

2.3K Messages

A very good point, @OPDooper1. Thank you for bringing this detail to attention because it may help other users impacted, and, is a step which may be easily overlooked.

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 Messages

1 year ago

Just to follow up, after switching 2 boxes and removing a MOCA adapter/filter (I think it is) it got better and then it came back. For some reason the problem comes and goes, always coming during football- a peak time for viewers. I finally called a tech. He came and I insisted that before I move my entertainment center he start with checking the outside first (I live in a condo). I told him that if the signal is not strong coming in from the outside then there's no point checking inside my unit. He agreed on checking the outside he came back and said that I was right. This was a subcontracted employee by Xfinity. He said that and 1 to 2 weeks and actual Xfinity tech would be out to fix the problem from the outside and then I would notice that the problem stops. So far he was correct. While the problem comes and goes, this last weekend I watched a couple football games and did not see any of the pixelation.. fingers crossed it's fixed once and for all. My suggestion to anybody else having this problem is to have the technician test the outside of the house or condo first. If the signal is weak at the starting point there's no point in trying to rip everything apart inside. It seems that they always work backwards when the initial point of entry should be tested first. 

(edited)

2 Messages

COMCAST CHARGES FEES FOR EVERYTHING WHEN THE  PROBLEM IS OBVIOUS WITH THE PROVIDED SERVICE!

Official Employee

 • 

2.2K Messages

Hi, @user_y8mtj7! Thanks for reaching out over our forums page and leaving a comment about the fees. From time to time, we may adjust service prices and fees. These increases help us consistently improve our network, products and services, as well as cover the rising costs to our business. One of the great things is we do not charge additional fees for internet service. To learn more about the taxes, fees and other charges on your bill, please feel free to visit this link. How are you services currently working for you?

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 Messages

1 year ago

you have noise in your signal, caused by bad connectors, spliiters or ground block.

Visitor

 • 

6 Messages

@user_c7h052​ The problem usually is Comcast transmitting weak signals. If it is happening to elated channels (ESPN ESPN+ FS1 etc.) They are pushing the signals they are fed. We used to have similar problem in radio receiving weak signals from ABC and ESPN. I was Class1 engineer and the problem was the feed not our equipment.

1 Message

1 year ago

I have noticed when I watch a particular movie, in this case. Flash of Genius with Greg Kinnear the actual movie is garbled and pixelated in many many parts of the movie.

Official Employee

 • 

2.3K Messages

Hello @user_i3pqsn, those kinds of picture and sound issues would be super annoying to me, so I can only imagine how you're feeling. I'd love a chance to work with you to get this resolved. Can you please create your own post in the appropriate board to start? This post will be closed due to age. 

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
forum icon

New to the Community?

Start Here