Pixelation

This is the 4th time I have had to type this!

I have a problem with pixelation. I’ve had it for over a month. On all channels. I have done everything that is suggested to do to no avail. I’ve chatted with the robot who rebooted everything. I have a new TV and still have the problem. will someone pls help me?

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XfinityVianney

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2.4K Messages

2 months ago

mjofgreenbelt, thank you for reaching out. I hope you are doing well today. I know having pixelation/picture issues can be frustrating, and we can do everything possible to help. As we start, I'd like to learn more about the history of the issue and the troubleshooting steps you've taken so far. Is this affect all TVs? Live TV, On-Demand shows, or DVR recording?

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mjofgreenbelt

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8 Messages

It has been going on for over a month. It occurs on all channels. I don’t use on demand. It shows up in recordings. I only have cable on one TV. The pixelation shows up about every 10 to 15 minutes.

I have unplugged and replugged numerous times. Didn’t help.

I bought a new TV. Still happening. That is when I went on line and did the chat with AI.

I did what the chat AI told me to do as well. And the AI rebooted my cable box. Didn’t make any difference.

If it helps, the Comcast post/line access for my street is right in my front yard. And based on the advice some service person told me, I have NOT planted anything near it.

And Thank you for responding!

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2 months ago

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XfinityVianney

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2 months ago

mjofgreenbelt, I appreciate all the details. I am able to jump into the account on my end to help troubleshoot your post first. To clarify, is it only pixelation? Any issues like a grainy image, picture cutting in/out, all snow, the image freezing, or too zoomed in?

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mjofgreenbelt

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8 Messages

Once in awhile it freezes but quickly goes away. It mostly a pixelation thing when things get mushy in part of the picture.

And just FYI i am deaf so this is helping a lot.

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2 months ago

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XfinityVianney

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2.4K Messages

mjofgreenbelt, I'm glad to be of help. I also thank you for answering my questions along the way. The levels at the home do look solid, and I'm not getting any reported errors from your equipment. I sent a signal just now to help refresh the network. Let me know if you notice any immediate changes.

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2 months ago

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mjofgreenbelt

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8 Messages

Sorry I went to bed!

But watching Tv now and there have been no changes.

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2 months ago

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mjofgreenbelt

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8 Messages

Could it be the black box or the white tower thing?

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2 months ago

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XfinityGabriel

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2.6K Messages

mjofgreenbelt, Great question. In order to check if it is an internet service or equipment issue, I will just need to ensure I pull up the correct account. To pull up the account, would you mind sending over a direct message with your first/last name and full address? You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct 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. tick

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2 months ago

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mjofgreenbelt

Pixelation

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XfinityVianney

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