Visitor
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5 Messages
Pixelation Problems, Xfinity HD channels inc, Discovery HD, 8-12 pm
I’ve tried all of the standard fixes... unplugged and restarted the box, checked and reconnected the cables, etc - no improvement. Between 8-12 pm (not normally at other times of the day), Discovery HD breaks up to the point that you can’t watch it. This happens with both the picture and the sound. Any suggestions? Some other HD channels are experiencing this as well but it seems most are not.
BruceW
Gold Problem Solver
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26.1K Messages
3 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.
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 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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CZ123
Visitor
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5 Messages
3 years ago
Does your system look like this constantly? We have worked with the phone support, replaced boxes AND had a technician at our house - he said everything was fine. After we refresh - things work for a little while and then this happens -
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user_644fa3
Visitor
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5 Messages
3 years ago
That’s exactly what it looks like CZ123!
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user_644fa3
Visitor
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5 Messages
3 years ago
Today it seems like Discovery HD is affected at all times of the day... picture and sound is so choppy and broken up that you can’t watch it. I called Xfinity... they did some troubleshooting and could not determine the cause, so a technician will be coming out tomorrow. Will post an update after that visit. Thanks!
(edited)
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user_2497cd
Visitor
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1 Message
3 years ago
I have had this same issue on NBC all throughout the olympics. It is only on my small box, as the main cable box appears to work just fine. I have replaced the box, not once, not twice but 3 times now. It is NOT the box at all. It is NOT the cable connections. It is NOT anything inside my house. It is the signal from Comcast. This is more than frustrating because it is a known issue, and even the staff at the Comcast stores don't acknowledge it. They try to tell you that the new box will fix it, and I think they know full well that they're just gambling it will help. We needed to watch via the NBC app on my Apple TV which is just stupid. No issues with that BTW, but Comcast can't seem to ensure that my signal is good enough to watch normally. Remind me why I paying for this service???
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CZ123
Visitor
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5 Messages
3 years ago
In addition to this issue (Comcast is sending their 2nd technician to evaluate things today) My internet connection drops 4 or 5 times per day as well. Has to be the signal coming from Comcast. We too have resorted to using Apple TV for any on-demand purchase, Netflix, Amazon etc as the signal is always clear - but when the internet drops so often - it is hard to even use those alternate viewing methods.
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user_9d2e56
Visitor
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6 Messages
3 years ago
Seeing pixelation issues for the past couple days, mostly in the afternoon - anyone find a workaround?
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CZ123
Visitor
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5 Messages
3 years ago
So I have to post this follow up - simply to be fair.
I think they finally fixed it.
The 2nd technician that came out to look into our issue actually identified and repaired a problem - our cable has been perfect and we have not lost our internet connection since.
The connector at the box on the street had apparently started to go bad. I'm not sure why it took so long for comcast to figure out what the problem was - but this guy isolated the issue after about 10 minutes. When he hooked his phone to the system he could see the data flowing into the house just fine - but, apparently, the data couldn't flow back out....??? I'm not a technical guy - but he fixed the problem and I have gone 2 days without an issue for the 1st time in months.
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user_644fa3
Visitor
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5 Messages
3 years ago
I thought the problem had been corrected so I canceled the appointment... not so! Tonight during a rain storm, the problem returned... just on Discovery HD. Has anyone else experienced a weather related issue with pixelation? What did it take to fix it?
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CZ123
Visitor
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5 Messages
3 years ago
Mine got worse when it was hot. As it turned out - it was a connector where the cable connected to the main connection at rhe street. The technician replaced the connector and i have not dropped a signal since Wednesday.
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user_33cc16
Visitor
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1 Message
3 years ago
Like many of you, I’ve been bothered by pixilation of my favorite Xfinity channels. The following solution works for me, and maybe it will help you too.
Since you’re more interested in my solution, and not how I arrived there, here’s what I did:
-> With your remote:
1. Select the Xfinity button
2. Scroll over and select the Cog (settings)
3. Select Preferences
4. Select General
5. Scroll down to “Prefer Best Available Resolution”
6. Select “Off”
7. Exit out
First, I have a normal TV set-up, a Vizio 42” screen. Nothing fancy, nothing expensive.
Next, my Xfinity set top box’s “Prefer Best Available Resolution” is usually set to On.
Accordingly, I only have access to the HD channels. Whenever I tried to select an SD channel, the selection defaulted to the partner HD channel. Many times my HD channels work, but sometimes not.
During trouble-shooting, I discovered that while my main living room TV channel was pixilated, the channel wasn’t while using the Xfinity streaming app through Firestick or my smart device.
To me, this indicated that the signal was good coming into my router, and hinted that something wasn’t right with the set top box.
Like many of you, restarting/refreshing my box momentarily worked. I last went through this process two days ago. But by evening, the pixilation on my living room TV had returned.
Yesterday I decided to refresh my 3yo box at my local Xfinity store. And when I first powered up, everything was fine. Yay!
But, by evening the pixilation was back.
This morning I continued to wonder why I have to use the HD-based high end channel numbers. Googled a few terms, tried turning off the Best Available Resolution, and voila, the problem is momentarily fixed. That was a couple of hours ago, and it’s still working.
Going back to trouble-shooting, and why am I having problems with HD channels while using a supposed HD TV?
Sorry, I don’t know. My working theory is that my TV isn’t high-tech enough to manage Xfinity’s signal. What brands/models are high-tech enough? I don’t have that answer either.
Fortunately, I’m not an audiophile/videophile, so, I’m not going to miss that amazing HD clarity. What I have currently works for me, and I hope it will work for you, too.
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Dhawks
Regular Visitor
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10 Messages
3 years ago
Why is it that the only or worst pixelation happens on recorded shows and not on commercials?
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Dhawks
Regular Visitor
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10 Messages
3 years ago
Why is it that the only or worst pixelation happens on recorded shows and not on commercials?
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