GregAG's profile

New Poster

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2 Messages

Sun, Mar 15, 2020 8:00 AM

Pixelation Issues - only a couple of channels

Been having this problem for about a week. AMC HD & Comedy Central HD (that I am aware of) - are pixelating. At first, they would not even tune in - but after doing a complete system reset they now tune in but are pixelated. Every other HD channel seems fine. I have power cycled the main box to no avail. Any advice of additional troubleshooting  options?

Responses

Accepted Solution

CCAndrew

Diamond Problem Solver

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25.9K Messages

1 y ago

Check your cables are tight, remove any unnecessary splitters, and possibly have a tech out. Channels come in on different frequencies, there is something impeding the frequencies of the channels that you noted (maybe others you don’t watch or get). The signal levels are probably borderline and fluctuating from good to bad

Frequent Visitor

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7 Messages

1 y ago

The first answer to this type of problem is always "check your connections, remove unnecessary splitters, etc." but I've never seen this fix anything. When everything has been working fine and suddenly fails it's usually something on Xfinity's end.  I too am seeing a weak signal on just a few hd  channels (A&E, TNT, AMC, SYFY).  There may be more but I'm not interested in going through every channel to find out.  Most of my channels have excellent signal strength (98% or greater).  The ones that I see failing are around 68 to 71%.  I having checked SNR on other channels, but A&E is about 27 which is below minimum  requirement (which I think is 30 or 31 if I remember correctly).  In any event, I think the only way to get this resolved is to get a line tech out, but trying to get Xfinity to send one out without having them send an in-home tech out (which in my experience will be a waste of time since they always blame in-house wiring, etc.) will be next to impossible. For now I'm just watching the SD channels for the few failing channels.  If I really want to see something on those channels in HD I can always use my Roku. If it wasn't for my better half I'd cord cut and just stream. 

CCAndrew

Diamond Problem Solver

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25.9K Messages

1 y ago

The first answer to this type of problem is always "check your connections, remove unnecessary splitters, etc." but I've never seen this fix anything.
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It’s the first answer because it’s the troubleshooting that you can personally do before having a tech out. It’s a process, you’ll never get a line tech before an in-house tech, unless there’s an outage going on. SNR can be directly related to bad/loose cable or splitters.

New Poster

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2 Messages

1 y ago

The only solution was to bring a tech out. He changed the line in from the street and that fixed the issue. Why this all of a sudden was a problem years and years with no issue, I will not understand, but it is fixed for the time being.

Frequent Visitor

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7 Messages

1 y ago

Thanks for letting us know @GregAG  .   Like I said, it's always outside of the home.  You're lucky to have gotten someone to fix this.  I've had nothing but trouble with the in-home techs trying to blame inside wiring for problems in the past.  My local office has been good about getting line techs involved, but I'd have to go in to their office and I don't even know if they are open with the current lockdown's in place.  As I noted before, I have workarounds - especially using streaming when needed, so for now I'll probably just wait until the current health situation subsides. 

Visitor

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1 Message

2 m ago

Ive been having the same problem with A&E, so tired of the same old lines of check connections, reset box, call tech. If its one channel, if not anywhere on the customers side.

Visitor

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1 Message

2 m ago

Still having pixelation problems.  Xfinity’s default solution to this problem is to again send a technician to the home. If he/she is unable to fix the problem, they are supposed to request assistance from the line/system specialists. According to Xfinity that is their only method for referring issues to those specialists. I told them that many of us in the neighborhoods affected by this problem had already had home visits by technicians and the issue had not been fixed. In my case, the tech tried three times to sign off the job as completed but the system still showed a fault so he was unable to do so on his first two attempts. Before trying a third time, he had a long conversation with someone, probably his supervisor. By then the tech was way overdue on his schedule and I heard him say “What am I supposed to do?” At that point, I suspect the supervisor bypassed the system and allowed him to  sign out, even though they both knew the problem had not been fixed.As he was leaving, the tech said he hoped he had fixed the problem, but that maybe it was actually a system problem.

I spoke with an Xfinity technical supervisor and he couldn’t explain why Xfinity’s response to failure to fix a widespread problem was to send a technician for a home visit, when this process had already failed to correct the issue in several residences in the same general area (AL36695)

I was about to remind him of a common definition for insanity....however he had already scheduled me for a home visit tomorrow, which would focus on the effectiveness of the roadside connection . He promised that the tech would be instructed to immediately request assistance from Xfinity system engineers if he was unable to fix the problem.

It would be interesting to see if there would be a better response to this issue if each affected customer would call Xfinity in the next couple of days. Just say “cancellation” when asked the subject of your call. You will quickly be referred to one of their retention specialists. Tell them about the problem you’re having with Xfinity service and ask them to convince you as to why you should remain an Xfinity customer, when you are paying for a service that does not work. If they get a volume of calls with same dissatisfaction issue this may help to get Xfinity corporate to address it.

New Poster

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3 Messages

1 m ago

THANK YOU!!!!!!!!!  I've been having this issue with just 1 of my boxes - the main bedroom for quite awhile.  I have plugged / unplugged everything numerous times.  I have spoken with Xfinity on the phone several times.  I have replaced the box twice (BTW - I dislike the new voice remotes, but that's for another time).  I even went out and bought a new TV.  I tried finding the other non-HD channels and it took me a while to figure out how to turn off the default to HD.  Once I did that and went to the SD channels, IT WORK BEAUTIFULLY.  I can live with SD in the bedroom, which is important to have while I'm falling asleep (broken up voice doesn't allow one to fall asleep easily).  I just wish I got what I paid for (meaning the use of HD on all boxes).

THANK YOU.  THANK YOU.  THANK YOU.

Rustyben

Expert

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24K Messages

1 m ago

cable TV signal problem(s) that causes pixelation can be either/both inside or outside the home. There so far is no reliable way to determine without the tech gear scanning each of the channel frequencies that the set top boxes use for service. the tech can check outside of the home if you want to eliminate the change that the issue(s) is outside your home and fixable for free. for inside the home issues as determined by the technician, look at your current wire path including splitters and amplifiers and post that information here.

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Visitor

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1 Message

19 d ago

I had pixelation on ESPN and ESPN2 only, which is a recurring problem, every couple of years or so.  The solution for me in the past has been to replace the cable card in our Tivo box.

I picked up a card yesterday and installed it today.  The card would not pair through the Tivo app so I called Xfinity customer support.  After numerous attempts to send a signal, the first tech bumped up the food chain.  With the first tech, I had to find and read to him the Data ID and Host ID from the Tivo screen as he could not "see" the adapter or our service.

The second tech, after many more sent signals, recommended a service tech visit.  I asked why, as I removed a working adapter, it would require a technician to visit?  I told him I would re-install the old card and see if things worked again.

Things worked again just fine, and as an added bonus I now have a signal strength on ESP of 90 instead of 77, and no pixelation.

I wonder if "pinging" my Tivo box caused some sort of refresh to take place with the card?

The sales person in the store told me that Xfinity is trying to discourage people from using Tivo by adjusting signals to cable cards.  Hmm, I don't think so.  If they were doing this, which I believe would not be legal, why degrade just a couple of seeming random channels?

Visitor

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1 Message

13 d ago

Someone need to move Comcast's antenna. CBS really bad last few days. 

Rustyben

Expert

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24K Messages

@jkheydt the signals they get are by fiber end to end, no antennas are used. if you are having issues (not this weekend's sun corona burst related) call in or use app to set up a service call to check your signal outside your home.

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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.
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Official Employee

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161 Messages

Good morning @ and thank you for reaching out on our forums with you CBS channel issues! I'm sorry to hear you have been having trouble with your channel. Can you tell me a bit more about what is happening? Is the sound cutting in and out? Is the screen fuzzy or is the picture cutting in and out? Have you received any error codes or messages? 

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Regular Visitor

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3 Messages

I also started having the same issue with CBS channels starting a few days ago.

It is for my Tivo card TV. My other TV with a Comcast DVR works as expected.

The picture shows intermittent pixels where you can still make out some of the content, but it comes and goes. The sound also breaks up at times when the picture is at its worst. 

I am in a South suburb of St. Paul MN.

Official Employee

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129 Messages

Hi there! We would be happy to assist you. Can you initiate a chat and start with your full name and address? To start a chat, please click the chat icon in the top right of the page! Search for Xfinity Support, if needed. Talk to you there! 

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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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