Visitor
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3 Messages
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?
XfinityMarcos
Official Employee
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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?
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BruceW
Gold Problem Solver
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23.1K Messages
2 m ago
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.
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user_710b95
Visitor
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3 Messages
2 m ago
Picture pixelated and audio lost.
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