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user_ro4cgl
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Monday, November 3rd, 2025 7:48 PM

pixeling and audio problems

Over the past month I have had constant problems with pixeling, audio cutting in and out and the picture freezing.  I have been through your customer support automated system and talked to a representative, as well as having three technicians out here.  But the problem continues.  I have replaced the original dvr box and one other box but still the problem persists.  The last technician installed a "screen filter" of some kind and that worked for a couple of days.  But the problem came back.  I don't understand why nobody can locate the problem and fix the issue.  At this point if I can't get any assistance, I'm looking at cancelling my xfinity and going to FIOS.  

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23 days ago

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user_3ggne5

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25 days ago

Same here, I went to Best Buy thinking my TV was the problem. They say the underground cable system is old, and most likely failing at some point. Sounds like a massive fix is needed in our area (Wood Hollow area in Novato CA). I may just switch services. Lookin into it now.

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XfinityDilary

Official Employee

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2.8K Messages

Thanks for your comment, user_3ggne5. I'm sorry to hear you're experiencing a similar issue. This is not the experience we would like you to have, and we'd like to help troubleshoot. What steps have you taken so far? Did you try rebooting the TV box manually or through the Xfinity App? Did you check the coaxial connection on both ends to make sure it's tight and there's no damage to it? 

 

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23 days ago

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XfinityGabriel

Official Employee

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2.8K Messages

23 days ago

 

user_ro4cgl, Hi there! Thanks for reaching out for support. As a consumer myself, I can understand the inconvenience caused by constant picture and audio issues. I am sorry to learn about this experience still happening after a technician visit and replacing the box. You've reached the right place. We are a team of experts who specialize in resolving service issues such as this over social media. Let's get this fixed. To get started, please send us 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.

 

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