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wmcombs
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10 Messages

Fri, Jan 22, 2021 4:00 PM

Pixelation and freezing every evening on multiple channels

Every evening for over the last month, we've had horrible pixelation and freezing on a number of our HD channels (ABC, TBS, Discovery, etc., about 15 channels total). During the day, all channels are fine and our internet signal is never affected. It starts each day around 5:30p and lasts until around 11p. Comcast Labs always says the signal is good and we've checked all of our connections inside and out. We've also resatrted all of our boxes to no avail. 

I have done a system refresh online and upon completion, it works cleanly for about 5 minutes before going back to the pixelation and freezing which leads me to believe its something outside of my house. No cables have been moved or changed in the time this has been happening.

What could be going on that can be temporarily fixed by a refresh but only affect our signals during the evening?

 

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Accepted Solution

wmcombs

Regular Visitor

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10 Messages

3 m ago

We finally got a tech to come out and he replaced our spiltter on our house and something else in the alley line behind our house. Something about the losing power from our signal during the busier evening hours. What ever he did, it's been working well since. 

wmcombs

Regular Visitor

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10 Messages

4 m ago

Forgot to add that sometimes when the pixelation get really bad, I can't even get the box to change channels. It's like it gets locked up or something. Then only a restart will get the guide back.

Rustyben

Expert

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24K Messages

4 m ago


@wmcombs wrote:

Forgot to add that sometimes when the pixelation get really bad, I can't even get the box to change channels. It's like it gets locked up or something. Then only a restart will get the guide back.


call 800-Comcast and ask for a tech to check your signal and noise at your outside demarcation point.

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wmcombs

Regular Visitor

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10 Messages

4 m ago

Thanks RustyBen.

I had called in the past and was told that they would monitor it on their end but couldn't send a tech because of COVID restrictions. I called again today and was told that they would continue to monitor my service but again couldn't send a tech to my address. I told them that they could at least check the service up to my house without ever needing to come inside or even see me and they still seemed to dismiss this. 

So I am right where I was before except that my service is "now being monitored at a higher level" whatever that means. I ceratinly felt like I got a brushoff and maybe even got a chuckle when I asked for a refund. It was especially bad last night with our TVs pixelating  twice an hour to the point of needing to reset the boxes inorder to regain any kind of control (guides, menus, etc.).  

On the bright side, it doesn't seem to interfere with our internet service so maybe this is the push we need to cut the digital tv portion of our cord for good. The price has become outrageous, especially for something that we can't even use after dark.

 

wmcombs

Regular Visitor

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10 Messages

4 m ago

I figured they couldn't monitor it but they told me repeatedly that's what was going to happen. It's useless to try and fight the nonsense you get from calling 1800comcast but what else can you do? It's simply the worst customer service and for a reason.
CCAndrew

Diamond Problem Solver

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25.9K Messages

4 m ago

@wmcombs
It’s been escalated to an Official Employee to help get a tech for you. There’s nothing for customer service to monitor, they can’t see what individual channels/frequencies are doing
wmcombs

Regular Visitor

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10 Messages

4 m ago

I'll add that soemtimes when it freezes up, I can get the guide up but I get an error message when I try to choose another channel - XRE-03062 "Sorry we're having some trouble. This program is not available at the moment. Please select another program and try this one a little later."

wmcombs

Regular Visitor

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10 Messages

4 m ago

CCAndrew, thanks for your help. Will Comcast/Xfinity be contacting me or do I need to call again to actually get the tech to come out?

wmcombs

Regular Visitor

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10 Messages

4 m ago

Just tonight I've gotten the following error codes while the pixelation & freezing had been going on:
XRE 00021
XRE 03121
XRE 03059
XRE 03062
Most of the text that comes with the codes says there is some problem on Comcast's end and to try again later.
I don't know what's going on but it's rendered my evening tv a complete waste, including any dvr recordings as they get recorded as trash too. Really wish I could get a tech out here.

Official Employee

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2.5K Messages

3 m ago

Good evening, wmcombs. I would be more than happy to help with scheduling a technician out. If you can please send me a PM with your first and last name, we can go from there.

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.  

 

Thanks!

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New Poster

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2 Messages

3 m ago

We just started to have this issue in Frederick MD. For us the problem with the audio and video freezing then jumping forward a few seconds is happening with On Demand shows the most. We have seen some pixelation as well. Was working fine a week or so ago.
Rustyben

Expert

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24K Messages

3 m ago


@stevep21 wrote:
We just started to have this issue in Frederick MD. For us the problem with the audio and video freezing then jumping forward a few seconds is happening with On Demand shows the most. We have seen some pixelation as well. Was working fine a week or so ago.

does this happen on all of your home's set top boxes?

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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New Poster

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2 Messages

3 m ago

I only have an X1 DVD, the rest of my boxes are streaming only.  Last night I did a System Refresh (restart) and today, the freezing an pixelation issues on On Demand seems to be fixed.

Visitor

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1 Message

23 d ago

Same issues, but only for CBS.  Channel 802 (New York), channel 903 (Philadelphia).  This also goes for these channel recordings on DVR.  Is CBS purposely degrading their signal at prime time so people will be steered toward a subscription access to CBS?

Rustyben

Expert

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24K Messages

no. you can test by watching same recording on a smart phone/tablet. Different regular cable channels arrive in your home on different frequencies and what you describe is poor signal and/or high noise on those channels. A technician can verify quality of signal outside of your home at the point it attaches to your home. 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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