eosborne's profile

New Poster

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1 Message

Fri, Feb 26, 2021 12:00 PM

Pixilation and freezing

I am having issues with pixilation and freezing. I thought it was only at night, which is when the TV is used most. I called and got a new box. That hasnt helped at all. I turned the TV on today and ALL local channels were unwatchable. 

Responses

Accepted Solution

BruceW

Gold Problem Solver

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22.4K Messages

4 m ago

Pixelation happens when the signal for the channel you are trying to watch is too weak or has too much noise. This is most likely due to a poor connection between the cable 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.

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/. Chances are they can't fix the problem remotely, and if not, 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.

Official Employee

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118 Messages

4 m ago

Hi @eosborne, thank you for reaching out over Xfinity forums. What @BruceW has stated is correct. If you need additional assistance, please let our team know. If you have tried the troubleshooting steps above and would like to set an appointment, please send me a private message with your full name and service address. To send me a private message click my username "ComcastAnna" and select "Send Message".  

Visitor

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1 Message

2 m ago

Same issue here! Has been on and off for months I’m SO frustrated! All local channels the others seem fine! 

Official Employee

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94 Messages

Thank you for taking time to reach out to us here on our forums, @user_78d276! I love relaxing at the end of the day and watching TV so I'd be upset if I didn't have a clear picture. We'll stick with you here until we reach a resolution together. Please send a private message by clicking the Peer to Peer chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help. 

Visitor

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2 Messages

1 m ago

I am having the same issue as well.  Local channels pixelate as well.

Official Employee

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214 Messages

Good morning @btygielski and thank you for posting on our forums regarding your TV concerns. I'm sorry to hear you are also experiencing pixilation. Are you having any issues with the sound or receiving any error codes as well? What kind of cable box are you utilizing? What troubleshooting steps have you performed thus far? Rest assured, you've reached the right team to help get this resolved. 

Visitor

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2 Messages

i got an error message and using 2 x1 boxes (a primary and secondary).  I had a provisioning signal sent to reset the boxes; pixelation is still occurring.  All the connections are tight from the drop in the house and throughout the house.  New cables in the house, but don't know the age of the cables outside.  I think the next step is to have a tech out and rerun the cables outside.

Official Employee

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214 Messages

Good morning @btygielski and thank you so much for your response! I'd like to take a closer look at your account and equipment to help find a resolution. To get started,  please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

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