pixelization and sound drops

During the last month I have had pixelization and sound drops on several channels, including local NBC and CBS as well as Home Sports Network (Astros games). This happens on both recorded and live feeds. I did a system refresh, but it did not help. There have not been any error messages.

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XfinityMarcus

Official Employee

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1.8K Messages

2 months ago

user_eebf46 thank you for using the Xfinity Community Forums page to reach out and share your experience with pixelation and sound drops. Let's get your service addressed and restored to its former glory. Does this occur with all content on these Networks? Are you able to replicate the issue now?

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user_eebf46

Visitor

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9 Messages

I can't say it happens on ALL content, but it happens consistently on the channels I watch. The issue is continuing for all programs (recorded or live) on the channels indicated in my original post, but I cannot force it to happen at any given time.

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2 months ago

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user_eebf46

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9 Messages

@XfinityMarcus

I can't say it happens on ALL content, but it happens consistently on the channels I watch. The issue is continuing for all programs (recorded or live) on the channels indicated in my original post, but I cannot force it to happen at any given time.

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2 months ago

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XfinityThomasB

Official Employee

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2.3K Messages

user_eebf46 Appreciate the details! Have you tried to swap out the HDMI cable? You can get a free HDMI replacement at one of our Xfinity Stores.

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2 months ago

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user_eebf46

Visitor

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9 Messages

I had another hdmi and switched it out, but did not solve problem

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2 months ago

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XfinityJeniece

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3.4K Messages

@user_eebf46 thanks for confirming! Did you try switching the HDMI Input as well when you replaced the cable to see if that helped at all?

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2 months ago

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user_eebf46

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9 Messages

2 months ago

Changed HDMI input on the TV. It did not help

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XfinityBrianH

Official Employee

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1.6K Messages

user_eebf46 Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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2 months ago

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user_eebf46

pixelization and sound drops

XfinityMarcus

user_eebf46

user_eebf46

XfinityThomasB

user_eebf46

XfinityJeniece

user_eebf46

XfinityBrianH

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