U

Visitor

 • 

3 Messages

Thu, Sep 30, 2021 2:22 AM

Pixelmator and skipping audio

I’m having an issue (pixelated recordings, audio freezes, skips) with my 4K box. Just started a couple days ago. No issues prior. Have the black Xfinity Gateway router. Doing a System Refresh right now but I’m not confident this will do anything as it appears to be an issue with others too and may not be a box issue?

Official Employee

 • 

511 Messages

2 m ago

Hello, @user_710b95, I appreciate you taking the time to detail what you're experiencing and the proactive steps you've already taken to fix it. I usually watch a ton of recordings, so I can see how those types of issues you're getting would be super annoying. Let's roll up our sleeves and find a fix for you 😃. I'd like to ask a few more questions to make sure we're on the same page and understand the full scope. Are you only having these issues with recordings? Are there any error codes or messages that appear on the screen? Also, what type of connection are you using from your cable box to your tv? 

Visitor

 • 

3 Messages

@XfinityMarcos thanks for asking and understanding. I only get the poor quality when watching recordings. There are no error codes or messages. We lose a few words and sometimes full sentences. We use an hdmi connection and digital audio cable.

XfinityGina

Official Employee

 • 

365 Messages

@user_710b95 with it only happening on recorded shows, I am wondering if there is a difference watching those recordings via the Stream app or portal and not on the box? Right now, there are some issues with the Stream app that we are aware of, but there is a fix in progress. If you are able to access the app or portal, please let us know if you are seeing the same issues there. Another thing to check would be if there is a different box that the recordings can be viewed on, so we know if it's related to the device. Do you happen to have a spare HDMI and audio cable to check those as well? 

 

Thank you for being the eyes and ears there, we look forward to getting this figured out! 

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
BruceW

Gold Problem Solver

 • 

23.1K Messages

2 m ago

@user_710b95 wrote: "I’m having an issue (pixelated recordings, audio freezes, skips) with my 4K box. ..."

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. You might also try unplugging the cable box/DVR/digital adapter power cord for a minute or so.

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.

Visitor

 • 

3 Messages

2 m ago

Picture pixelated and audio lost. 

New to the Community?

Start Here