hoffmancr's profile

Contributor

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25 Messages

Sun, May 9, 2021 5:04 PM

Pixelation and freezing daily on multiple channels - Paying for unwatchable TV

Paying for unwatchable TV. I have been experiencing this issue for months. Have have an X1 DVR. I had not gotten around to returning our old one, so we decided to switch it out to see if that was the issue - it was not, same blocking, pixelating. Someone came out in January and tested my equipment and signal into my house and it was fine, so it is not an issue inside my house or with the equipment inside my house. He said it was a problem outside and he replaced something and things were okay, not perfect, for a few days. I was charged $70 for this so-called service call. 

Since then every single day on various channels all over the spectrum, we have trouble with freezing and blocking; it even affects the sound. We record shows on the DVR only to find out the signal blocked and pixelated constantly, so we can't watch the program. The problem is so bad at times, it is impossible to watch anything. I will also point out that I only have 1 DVR and one television so the signal should not be weak.  

We have reset the system and refreshed the signal and nothing fixes this issue. Xfinity must have a deeper issue in this area. I am paying for this service, so it should be working properly or I shouldn't be paying for it. If this doesn't get taken care of, I'm going to pay the extra fee to get out of my contract and take my business elsewhere. 

Responses

CCAndrew

Gold Problem Solver

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25.9K Messages

4 m ago

You need another tech out, it's probable that what Tech 1 did wasn't the solution

Official Employee

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365 Messages

4 m ago

Hi, @. I am sorry to hear of the issues you're having. That sounds quite frustrating to be dealing with this for so long. I want to look into your account specifically and research that visit and what the technician stated. There's a chat icon on the top right hand corner of the screen, please click that and search Xfinity Support, from there we can continue privately. Please include your name and address in the message. 

Visitor

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2 Messages

1 m ago

We are having incredible pixelation as well.  Trying to watch the Olympics has been IMPOSSIBLE.  Watching on NBC, for crying out loud.  Sound stutters, picture pixelates, freezes and then finally snaps back for a bit.  All this for $220+ per month.

Two awesome tacos said the issue is out on the pole, but no one has been out to fix it.  It’s time to cut the cord.  I am beyond frustrated.

XfinityRay

Official Employee

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283 Messages

Hello, @user_0ba318. Thank you for reaching out about your TV service and explaining what you are experiencing as well as what has been done so far. I would be happy to further assist you so we can get to the bottom of this. I can look into your visits and find out more about the pole work to ensure things are moving forward.

 

Please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.
Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" 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 

I am an Official Xfinity Employee.
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Regular Visitor

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4 Messages

1 m ago

Watching the Olympics was a 'bust' because of prevailing pixelation issues including picture and audio freezing. Scheduled a service call and had a very polite and professional technician diagnose my home setup with X1 DVR plus 2 boxes. He determined the issue could be caused by bad wiring in my house. So scheduled an electrician who inspected my home yesterday; all ~50 outlets and found one outlet that wasn't grounded. Fixed that. So, last evening pixelation is back and on-going. Obviously frustrated so browsed this forum to see if others had the same issue. Looks like this is a trend.

Visitor

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1 Message

1 m ago

Also been experiencing increasingly worse  pixelated issues and freezes since spring 2021. Was initially only experiencing on sports channels and Comcast sports net, but has now spread to all channels. Also seems worse at night time. Called back then and they initially suggested new hardware like cords and such, but no luck. This has to change! So frustrating 

XfinityRay

Official Employee

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283 Messages

Hello, @allansommer. I apologize that the service has been working like that and appreciate you reaching out for assistance. With having a recent visit and still having issues I would like to take a look at your account. Please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.
Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" 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

 

 

Hi, @user_04da8c. Thank you for taking the steps of replacing the cords. I apologize that didn't do the trick and would be frustrated trying to watch too. We want your TV service running smoothly all of the time and will figure this out. Are you seeing any error codes or messages come up on the screen or does it just freeze and pixelate? 

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

Visitor

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2 Messages

19 d ago

We are new TV subscribers and are also experiencing heavy pixelation on multiple HD channels. This is frustrating and disappointing to say the least.

hoffmancr

Contributor

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25 Messages

13 d ago

So here I am again; the original poster of this particular thread which I started on Sun, May 9, 2021 1:04 PM. The reply from the Official Xfinity person had faulty instructions so I was never able to contact them. I continue to have problems with cable blocking/pixelating - ALL THE TIME. I've taken video of the pathetic reception I am getting. I have the triple play with the Gigabit internet plan. My bill is over $200 and I cannot enjoy the television programs we like to watch. Recently, the internet is getting slower and slower and messages pop up on my TV that it is having trouble connecting to the internet. A few months back I upgraded to the latest modem/router, so my equipment is not old. Download speed as tested tonight is 236.26 ON THE GIGABIT plan which is supposed to be Downloads as fast as 1200 Mbps - I'm not even getting 20% of this speed. My contract expires at the end of September 2021 and unless these issues are resolved without further cost to me, I will be switching to Verizon who has reps trolling my neighborhood weekly with quotes that are quite a bit less than Xfinity is charging me for TV I can't use and internet that is rapidly going downhill.

Visitor

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1 Message

12 d ago

I also have pixelating on several HD channels. It is very short but becoming more frequently on several channels. My prior provider Direct TV had the same pixelation and would freeze. I dealt with technical online, 2 visits and many hours on the phone including new boxes. I had enough so went to Xfinity, and here we go again.

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