U

Visitor

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1 Message

Fri, Oct 22, 2021 1:32 AM

Pixelated picture on CBS and Fox

I am currently experiencing pixelated picture and choppy sound on CBS and Fox. This has been happening on and off for months. I’ve taken all the recommended step. The cables are secured, systems and boxes have been restarted, etc. This is unacceptable for how much you charge for your service. Please contact me to resolve ASAP. Thank you. 

BruceW

Gold Problem Solver

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23.1K Messages

2 m ago

Pixelation and sound problems happen when the signal for the channel you are trying to watch is too weak or has too much noise. This might be because of a bad cable box or a problem at Comcast (check https://www.xfinity.com/support/status/, 1-800-Comcast voice response, or the "My Account" app) but is most likely due to a poor connection between the box and Comcast's network, usually in or near your home.

If you can't find the problem call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. Ask them to check the account setup and send a refresh signal to the box. If they can't fix the problem remotely, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast cable box/DVR/digital adapter or anything outside your home, you shouldn't be charged.

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