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user_wmc121
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15 Messages

Friday, January 22nd, 2021 4:00 PM

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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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3 years ago

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user_wmc121

Contributor

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15 Messages

4 years 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. 

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user_wmc121

Contributor

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15 Messages

4 years 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.

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Rustyben

Expert

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24.6K Messages

4 years 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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user_wmc121

Contributor

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15 Messages

4 years 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.

 

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user_wmc121

Contributor

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15 Messages

4 years 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.

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CCAndrew

Gold Problem Solver

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25.9K Messages

4 years 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

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user_wmc121

Contributor

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15 Messages

4 years 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."

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user_wmc121

Contributor

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15 Messages

4 years 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?

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user_wmc121

Contributor

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15 Messages

4 years 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.

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CCMorgan

Gold Problem Solver

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3.3K Messages

4 years 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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stevep21

New Poster

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2 Messages

4 years 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.

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Rustyben

Expert

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24.6K Messages

4 years 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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stevep21

New Poster

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2 Messages

4 years 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.

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user_8db802

Visitor

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1 Message

4 years 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?

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Rustyben

Expert

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24.6K 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? Please mark an Accepted Answer!tick

4 years ago

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littleerik

Visitor

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3 Messages

I am also experiencing frequent pixelation on my cable broadcast.  The box tells me the wifi signal could be stronger.  We've moved the router to within 7 feet of the cable box but it hasn't changed the poor quality of the signal.  Comcast has replaced the box, but that hasn't solved the fact that many channels get so glitchy and pixelated they become unwatchable.  It's very frustrating considering how much I am paying for the service.

4 years ago

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user_b91e76

Visitor

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3 Messages

4 years ago

Same problem here, pixelation starts in the evening, only on certain channels. Checked connections, used different ports and hdmi cables, done so many system refreshes Comcast should be sending me a check.

ive been on the phone so many times asking them to send a tech out, but the won’t do it. 

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user_2cae2e

Visitor

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1 Message

@user_b91e76 

Did you ever learn anything more on your issue?  We have same here, every night during the summer we have picture problems, the warmer it is the worse the problem. We know if over 80 degrees, nearly a 100% guarantee HD channels will pixilate. Been this way for about last 8-9 years. We’ve tried so many times, get nowhere. All fall, winter, spring we’re fine, so heat is definitely the culprit. 

Hope you post your findings and solution. Thx. 

4 years ago

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XfinityBrie

Administrator

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665 Messages

@user_2cae2e   what you're describing sounds like it could be a result of suckout, a common industry cable term, given the issue appears directly related to temperature. Suckout generally occurs during cold temperatures, when suspended cables shrink resulting in signal loss due to the cable connections being partially or completely pulled out of their sockets (thus the term suckout). As the temperature rises, the cable expands again, and the connections may not be connected properly -- this could be at the premise, at the pole, etc. 

 

An Xfinity technician (electrician or other certified contractor) can check your cable fittings inside and outside the home for this sort of damage, including oxidation within the fitting and cables. Xfinity technicians cannot run lines inside customer homes behind walls (wall fishing) or other customer jobs, but they can run drops from the premise to the pole if needed.

 

Have you had anyone out to the premise in the last 6 months by chance?

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

4 years ago

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