The picture on my TV keeps pixelating and breaking up.
Pixelation happens 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 "My Account" 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, 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 ($70-$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.
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@user_c466b0 Thank you for reaching out through our forum. I'm sorry to hear that you are having pixelation problems. I apologize for the inconvenience this is causing. Can you please tell me what troubleshooting steps have you already completed? I don't want to make repeat a step you have already done.
I have been having the same problem for about a week on all of my TVs. I have reset all devices and do a System Refresh daily. Sometimes the System Refresh works, but only for a day. I have rechecked and tightened all connectors. The pixelization is is so bad that sometimes you can’t even tell what is on the screen.
Hello, @user_d3d13e. Thank you for reaching out for assistance with the TVs pixelating. Those were all great steps to take to try and fix the problem. Do you have any splitters on the coax line between the wall outlet and the main cable box or is it directly connected to the outlet?
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.
This is a Comcast issue. I visited 3 different homes on Thanksgiving, 3 different towns and everyone had the same issue. My husband brought it up at work and other people mentioned having the same problem. Stop telling customers it's an issue on their end. It's primarily on channels 803 and 805.
Happening to me too. Only local channels are affected with pixelation. Xfinity has been out and changed all the outside cables and it’s better but still not completely fixed. He says it’s a low signal at cable outlet and we need to have the cable in the attic changed which we would be responsible for. Unacceptable. If it’s only local channels affected, and if it’s our cable line, wouldn’t all the channels be affected? Makes no sense. The tech also promised to put an order in to change the underground cable, we found out today the tech that came out did not even order construction to come as he promised in 2 -3 days, of course this never happened. Having another tech come out tomorrow. We will see what this tech will come up with. Totally frustrated with Xfinity, I don’t know what’s has happened with them .
Thanks for taking the time to let us know about your recent visits. We'd be more than happy to take a closer look into this for you. Would you be willing to send us a private message with your full name and address?
To send a "Peer to peer" ("Private") message:
Click "Sign in" if necessary
-Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
-Click the "New message" (pencil and paper) icon
-Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears, and the "Xfinity Support" graphic will replace the "To:" line
-Type your message in the text area near the bottom of the window
I have a similar issue. Pixelation usually occurs at night and makes TV unwatchable. Internet connection is operating at 120% of expected service according to Xfinity testing. However, as the TV pixilates and is unwatchable, I can switch to Hulu app or Disney+ on the same Tv and watch without difficulty. How is that possible? Xfinity doesn’t work at the same time that streaming services come through without any difficulty?
@Brian7708 . The Tv signal is separate from the internet signal. I checked out the Tv signal and you will need a technician out to resolve the issue. Please direct message us your name and address to get that done.
Make sure you are signed in to forums
1. In the top right corner, you'll see a little chat icon(direct message) near the bell icon. 2. Click the "New message" (pencil and paper) icon
2. Hit the compose button to the right of "conversations"
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
I no longer work for Comcast.
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.
I too have been having issues with the pixels. It's terrible. I had a tech come out and change all the connections changed out a box switched boxes, and it's still doing it. Late afternoon and evening are the worse. The tech it was a maintenance issue and someone should be out in a few days. It's been 4 days and its no better. This is a lot of money not to be able to watch. It's just started 2 weeks ago.
Hi there, @user_43ddad. Thanks for letting us know that you are having pixelation issues and for being so thorough with where things are at currently. We can check on the Maintenance ticket and go from there. We certainly don't want it working like that and will continue to move things forward. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Direct Message” 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. 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.
I have been having the same issues for a few months now. Xfinity did a 2 hour update remotely with my cable box and it did not fix it. We had the cable box switched out at the Xfinity store and they provided all new coax, hdmi and switch and still not fixed. We restarted all of the machines and tv and still no fix. I am convinced that the issue is outside the house but it will cost me $100 for someone to come out. I am afraid to pay this and it still not get fixed. Streaming works just fine so I know it is not an internet issue but a cable issue. Any help or suggestions would be great!
@user_b3c89a Xfinity/Comcast does not charge for service appointments to repair Comcast-owned facilities or equipment rented to you by Comcast. However, charges may apply for service appointments when the source of your service problem is not Comcast-owned facilities or equipment rented to you by Comcast. With all the steps mentioned that you have already taken then you do need to have a technician come out to find the issue onsite. If you need help getting that appointment set up please let me know, and I would be happy to help make sure you get an appointment as soon as possible.
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.
I have been having pixelation issues for 3 weeks now. Comcast has sent techs to my home twice and BOTH claimed to have put in a ticket to have someone with the right tools needed to come and check the weak signal issues coming into my box. BOTH said I will receive a call within 24-48 to confirm this even though I won't have to be home. Never received the call and I still pixelate, mostly during peak hours. Everything was checked inside my home twice. It's an outside issue. Can a rep from here PLEASE follow up with me?
@user_89bef5 I am sorry to hear that you have had on going pixelation issues even after the two tech visits. I would like to take a closer look at your account to see what exactly was done.
Could you please send our team a direct message with your full name and full address?
• Click "Sign In" if necessary
• Click the "Direct Message” 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
BruceW
Gold Problem Solver
•
26K Messages
2 years ago
Pixelation happens 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 "My Account" 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, 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 ($70-$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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CCStephanieT
Contributor
•
342 Messages
2 years ago
@user_c466b0 Thank you for reaching out through our forum. I'm sorry to hear that you are having pixelation problems. I apologize for the inconvenience this is causing. Can you please tell me what troubleshooting steps have you already completed? I don't want to make repeat a step you have already done.
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user_d3d13e
Visitor
•
3 Messages
2 years ago
I have been having the same problem for about a week on all of my TVs. I have reset all devices and do a System Refresh daily. Sometimes the System Refresh works, but only for a day. I have rechecked and tightened all connectors. The pixelization is is so bad that sometimes you can’t even tell what is on the screen.
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user_358052
Visitor
•
1 Message
2 years ago
This is a Comcast issue. I visited 3 different homes on Thanksgiving, 3 different towns and everyone had the same issue. My husband brought it up at work and other people mentioned having the same problem. Stop telling customers it's an issue on their end. It's primarily on channels 803 and 805.
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Kolbykakes
New Poster
•
3 Messages
2 years ago
Happening to me too. Only local channels are affected with pixelation. Xfinity has been out and changed all the outside cables and it’s better but still not completely fixed. He says it’s a low signal at cable outlet and we need to have the cable in the attic changed which we would be responsible for. Unacceptable. If it’s only local channels affected, and if it’s our cable line, wouldn’t all the channels be affected? Makes no sense. The tech also promised to put an order in to change the underground cable, we found out today the tech that came out did not even order construction to come as he promised in 2 -3 days, of course this never happened. Having another tech come out tomorrow. We will see what this tech will come up with. Totally frustrated with Xfinity, I don’t know what’s has happened with them .
1
0
Brian7708
Visitor
•
3 Messages
2 years ago
I have a similar issue. Pixelation usually occurs at night and makes TV unwatchable. Internet connection is operating at 120% of expected service according to Xfinity testing. However, as the TV pixilates and is unwatchable, I can switch to Hulu app or Disney+ on the same Tv and watch without difficulty. How is that possible? Xfinity doesn’t work at the same time that streaming services come through without any difficulty?
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user_43ddad
Visitor
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1 Message
2 years ago
I too have been having issues with the pixels. It's terrible. I had a tech come out and change all the connections changed out a box switched boxes, and it's still doing it. Late afternoon and evening are the worse. The tech it was a maintenance issue and someone should be out in a few days. It's been 4 days and its no better. This is a lot of money not to be able to watch. It's just started 2 weeks ago.
1
0
user_b3c89a
Visitor
•
1 Message
2 years ago
I have been having the same issues for a few months now. Xfinity did a 2 hour update remotely with my cable box and it did not fix it. We had the cable box switched out at the Xfinity store and they provided all new coax, hdmi and switch and still not fixed. We restarted all of the machines and tv and still no fix. I am convinced that the issue is outside the house but it will cost me $100 for someone to come out. I am afraid to pay this and it still not get fixed. Streaming works just fine so I know it is not an internet issue but a cable issue. Any help or suggestions would be great!
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0
user_89bef5
Visitor
•
1 Message
2 years ago
I have been having pixelation issues for 3 weeks now. Comcast has sent techs to my home twice and BOTH claimed to have put in a ticket to have someone with the right tools needed to come and check the weak signal issues coming into my box. BOTH said I will receive a call within 24-48 to confirm this even though I won't have to be home. Never received the call and I still pixelate, mostly during peak hours. Everything was checked inside my home twice. It's an outside issue. Can a rep from here PLEASE follow up with me?
Thank you
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