Pixelation and audio issues

Hi, @user_548aba Thanks for contacting XFINITY for help with the video and audio service issues. As someone who has been in your shoes before, I can understand the inconvenience that this can cause. I am sorry to learn about this experience. You've come to an awesome support channel over social media for help. Thank you so much for your patience with us through this. To get started, would you mind sending us a direct message with your full name and address so we can ensure we pull up the correct account to take a look at what's going on? You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

Yes, I don't know where you live but I live in the NE area of Olympia Washington called Boston Harbor.  We also and several neighbors have had the same problem.  I am also fed up have had the same experience as you with box replacements, all HDMI cables replaced, cables, splitters you name it even the drop line from the pole replaced as well as the underground feed line replaced.  With only a slight change for a few days then back to the pixelating.  We are paying $250. monthly for a service that we are not receiving so I contacted the FCC (comcasts regulator) and filed a complaint on-line.  I received a response within days from the FCC assigned a Ticket/complaint number and within a couple of days I received a response from Comcast Corporate "Elite Customer" service.  I discuss the problem they are still working on the problem, it isn't resolved yet but,  I to believe that it is an issue of infrastructure because most of our cables still run overhead and are not underground and I believe it is an issue of capacity and deteriorated cables. The least that will happen is refunds will be issued [Edited: "Solicitation"]

YES, and we're growing very weary of it. We've tried every troubleshooting recommendation and nothing works. In fact, it's getting worse. Comcast did some work in our neighborhood a few weeks ago, (Alameda) and that's when the issue began. We're actively looking for another provider.

Yeah, recent work here too, now constant intermittent pixelization.  Signal strength reports good, probably always does. Kills sports coverage.  Was looking at switching cell from AT&T, we'll now consider cable also.

Same here. Been happening for a couple of years on both TV's in the house.  A comcast tech came out and said the signal was strong. He suggested changing out the cable boxes but the ones I have are not that old.

Comcast is very aware of this systemic problem with their service it is all over the internet. They will give you the canned  - check your cables and HDMI  - and then eventfully send a tech if you complain enough......but they don't fix the problem. They are very aware of it. I'm probably going to have to cut the comcast cord and go to ziply, etc.

Same problem here in Lacey,NJ.  Reboots don't do anything. Glad to find that you tried replacing the box. I didn't think that would solve the problem. Some channels seem to be worse than others.  

I wish Xfinity would at least put out a statement that they are working on a problem.  Are they listening?

We are having the same problems. Pixelation on local channels. ABC is worst. We had the problem, have had multiple boxes replaced, reboots, cable changes, filters, signal boosters, new box put in at your box, buried cables, etc. 

Instead of saying it is our in house equipment and everything else, why don’t you upgrade your infrastructure and neighborhoods structures, without raising the prices for the n-tenth time. 
I don’t need to talk to one of your people again, just fix the problems that it looks like so many people are having all over the United States. 

Same issue for the last year, everything has been replaced. At least 4-5 for boxes for both upstairs and down.  Modem upgrade, tightened connections. Even replaced one of the 2 coaxial cables.  Latest issue along with pixelation, audio cutting out etc. Now I have had to unplug my upstairs box 6 times in the last 2 weeks. Just to start my tv.  Had technician again today, he undid a couple of connections checked them, then tightened again.  He said everything is fine, but its a common problem...i have been a comcast customer for 40 plus years.  They have gone from one of my most infrequent calls to my most in the last 2 years.  By the way my bill increased $34 this last bill.  No additional services were added. I tried calling to speak with someone, but that '"awesome" robot would not put me through.  They hung up on me. Thanks Comcast!

I am going through this same issue like so many others for years. They fix for a week & it starts up all over again! Watching Lifetime right now with pixeling & sound drops continually.  I am so tired of calling them!! Why does Comcast get away with this?? They are a monopoly here in Barnegat. Something really needs to be done about them.

Having same problem with pixelation, freezing and dropped audio. So tired of this! Looking forward to the day I can cut the cord with Comcast/Xfinity.  Just hanging on right now for the internet service - As soon as I can find a viable Internet provider I'm dropping all the Xfinity services!

Same issue in Texas. 

I’ve had online trouble shooting, phone troubleshooting and 3 different techs out to the house who told me 3 different things. Modem swapped out.  No resolution.  We did a system refresh tonight and it helped a little.  Monday Night Football on ABC and ESPN was unwatchable.  after we refreshed it is a little better. 

We are in the Kansas City area and have had this same problem for months. Modem replaced, TV boxes replaced, multiple resets. Absolutely nothing works. We have had two techs tell us it's the because of old lines on our old neighborhood. The old lines are not meant to handle all the high speed tech we have now. The techs also said, unfortunately, even if they put in a trouble ticket, it is unlikely anything will be done about it. Every time I call support, they only want to do a reset, I have to beg to get a tech out to the house. We have had Comcast (Xfinity) for 25 years, and the last 5 or 6 years have been horrible. I am now looking for a different company to use for cable and internet.  I am tired of paying for channels I can't watch.

After having pixilation issues on basketball and football games for about the last month, I tried someone’s suggestion from this forum to disconnect the surge protector.  Tried it and haven’t  seen a pixel in the last 3 days after many football games.  Don’t know why, but it worked.  

I had the same problem with all my xfinity tvs. I replaced hdmi cables, xfinity replaced an out dated powered splitter, all to no avail. Finally I went up into the attic to trace where the cable came into my house. To my surprise I found where comcast, years ago had to splice my main lead cable by inserting a cable with barrel connectors. They were loose and old, so I replaced the barrel connectors and super tighten down everything and to my surprise, that was the problem. Now all is working perfectly, knock on wood😊 So if you replaced boxes hdmi cables and tighten everything you can see, then start at where the cable enters your home and follow it to its first splitter. Good luck, hope this info helps. I wish I read this week's ago. 

Same here - I've unplugged, rebooted, refreshed so many times - it's still the same issue MOSTLY (not always, but about 90% of the time) on DVR recordings on the main box. It pixelates, cuts out the audio, then "skips" forward anywhere from 2-20 seconds in the program. It's terrible, and all Xfinity's bot tells me do is "refresh", and if that doesn't work, "unplug the main box and reboot it".  Yeh, that's getting old, and it only fixes the issue for a few minutes. The main box is several years old - maybe it's worn out?  We've been through several boxes over the years...but you can't talk to a real person anymore to find out. Guess I'll have to trek down to the store, box in hand?