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Pixelation and audio issues
For several months I've had pixalation and audio issues with all channels and recorded programs. After reading that there are over 800 posts about this issue, I hope you can guide me to the fix. We have had numerous Comcast trucks and workers in our neighborhood over the past several months, which may or may not be relevant. Is there a fix?
user_98ae79
5 Messages
2 years ago
Notified:
My Comcast hasn't been the same since they advertised they were upgrading my service for 10G experience starting 8/25/23.
So far, upgrade has resulted in experiencing constant pixelation problems live and DVR, swapped both boxes, little difference.
Please be advised I only have a few months patience for this, and I'm a month in on this, before I consider alternatives.
Enhancing our Xfinity 10G Network for faster, more reliable speeds
Bringing customers like you the ultimate internet experience is our number one priority. That's why, in the coming days, we'll be making improvements to the Xfinity network in your neighborhood. The goal of the work is to enhance our network to ultimately allow us to deliver multigigabit upload and download speeds. This is just one example of how our next-generation Xfinity 10G Network is evolving to get smarter, faster, and more reliable.
Our most current information has us starting work on 08/25, affecting service at ***********. While we will make our best effort to stick to that date, sometimes factors beyond our control – like weather – may cause us to shift the schedule.
How this work will affect you
As our teams work to make these enhancements, you can expect service outages. This downtime will affect all of your Xfinity services, and if you are an Xfinity Voice customer, you will not be able to call 911 from your wired phone line. Please know our teams will work as efficiently as possible to limit the duration of these outages. We anticipate completing our work within the day. Continue reading to learn the best way to stay up to date.
Thank you for your patience
While these outages are only temporary, we know they can be frustrating. We appreciate your patience as we continue to evolve our network so you can work, stream, and play even better than ever before.
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BruceW
Gold Problem Solver
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26.3K Messages
2 years ago
Pixelation and audio dropout 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 "Xfinity" app) but is most likely due to a poor connection between the box and Comcast's network, usually in or near your home.
Troubleshoot by checking all connectors for corrosion and tightness, and by looking for damaged coax cable. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power. You might also try unplugging the cable box/DVR/digital adapter power cord for a minute or so.
If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, 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 (approx. $100) 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.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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