Visitor
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1 Message
Pixelation
Whenever I try to watch a live sport, especially football or hockey, the feed is pixelated. This is really bad on NESN HD during Bruins games. It gets so pixelated that it becomes nauseating to watch. I have checked all my connections, have reset the set-top box numerous times, and have no issues with the stream through the Xfinity Stream app on Roku. I also have replaced the TV and the cable going from the TV down to the splitter in the basement where the cable comes into the house
BruceW
Gold Problem Solver
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26.3K 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, and is most likely due to a poor connection between the cable 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 ($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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XfinityEricB
Official Employee
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2.1K Messages
2 years ago
Hello @user_bc0dd1. Are you still experienceing the pixelation at this time, and require assistance?
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user_a7024e
Visitor
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1 Message
2 years ago
Same here. It only happens on nesn. Very frustrating. Yes. I've checked all the connections. Multiple times.
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