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user_sztl99
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2 Messages

Sunday, October 8th, 2023 2:14 AM

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Pixelation problems on some HD channels

I received an email that we needed to swap out a box for an updated one to continue our service. Had no issues with the old box. Got the new one and immediately started having pixelation problems only on certain HD channels. Assumed the box was the problem. Took it in, swapped it out and this new box is doing the same thing. I’m tired of having to bring boxes back to solve the problem. 

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1 year ago

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XfinityAlyssaA

Official Employee

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1.7K Messages

1 year ago

Good evening @user_sztl99, and thank you for reaching out on our Community Forums regarding your pixelation issues. We are sorry to hear you are having pixelation problems and that swapping out your TV box did not solve it. Have you tried restarting the cable box? Can you also please confirm that all cable connections are secured tightly? May I also ask if you are experiencing any error codes or messages?

 

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user_sztl99

2 Messages

Yes I’ve restarted. If connection was the problem wouldn’t it be all channels?  This issue is only occurring on the sports Hd channels and the music choice channels. That’s what is confusing to me is it’s just select channels, not across all HD channels. 

1 year ago

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XfinityThomasB

Official Employee

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1.5K Messages

Gotcha! That is so strange, I was hoping to confirm if you have also rebooted the internet? Typically, a full refresh of the signal is good idea in these moments to ensure there is a clear line of communication on premises for coax flow. 

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1 year ago

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user_u12cdd

3 Messages

1 year ago

I am also having this problem with WITF  which is a PBS station.  It happens mostly when broadcasting BBC News, terrible pixelation and audio stuttering.

I have contacted Comcast technical support but no resolution of this problem.  HELP!

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