Regular Visitor
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5 Messages
Poor HD Picture Quality
I've been having problems ever since I opened a cable/internet package with Comcast a week ago. My main problem is the poor HD picture quality. I have one DVR Box and one TV adapter for my apartment. Both have a fuzzy/blurry image, especially for sports. I've called Comcast customer service almost everyday and they did their reset and nothing worked. I went to the Xfinity Store and switched set-top boxes and that didn't improve the picture quality. I had 2 technicians and a supervisor technician come to my apartment on 3 seperate occasions. They took the wall cover off and fiddled around with the wiring in the wall, switced the coax cable, changed DVR boxes and the picture was still the same. The supervisor went to the cable room in my apartment and "tested" the signal and said everything was normal. The best part about it is they acknowledged the picture wasn't clear and still didnt/couldnt fix it. I have 3 TVs that worked perfectly fine in my previous house (which had Xfinity/Comcast) that show a fuzzy picture in my apartment. I even returned one of my brand new TVs to Best Buy because I thought it was the TV that was the problem. I've tried everything with my TV settings to make the picture clearer and nothing worked. When I stream Netflix or Hulu through my Smart TV the picture quality is crystal clear since it's not going through Comcast. Im 100% confident it has something to do with the obselete wiring that is in my apartment building, but Comcast doesnt seem to care since no one else is complaining. I suppose they need a certain number of people to complain for them to care or do anything about it. It's unacceptable for me to be paying a premium price for a substandard service. Its unfortunate since I've had Xfinity/Comcast at a number of previous locations throughout my life and never had this problem with HD picture quality. I'm highly considering cancelling my Cable since I dont know what else to do. I have a couple of weeks to make that decision in order to not get charged a cancellation fee.
If anyone has any advice or experience in this matter please let me know.
Responses
Rustyben
Expert
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24K Messages
3 y ago
you could try it out. note that the only announced 4k box is a DVR version 4.
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jonboy2
Regular Visitor
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5 Messages
3 y ago
Would a 4k box make any difference? Both technicians recommended trying it, but to my knowledge nothing runs in 4k except some streaming content like Netflix. I'm not sure if it would make the 720p/1080p any clearer.
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jonboy2
Regular Visitor
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5 Messages
3 y ago
Thank you RobertWy. Any help is much appreciated!
The TV Adapter is for the TV in one of the bedrooms.
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CCShane
Bronze Problem Solver
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5K Messages
3 y ago
Good evening, I can investigate this for you going forward. Would you like me to check your account from here? To protect the privacy of your account, please send me a private message verifying your full name, street address including city, state, and zip code (and apartment number if one is associated), and the full account number or phone number associated with your services. To send a private message click on my name, then click private message me.
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dan_f
New Poster
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1 Message
3 y ago
Did you receive a solution to the issue? Please share so maybe I can try it out.
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asharma96
New Poster
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1 Message
3 y ago
Had the ditto same problem with my large screen UHD . They gave me a new 4K box, a technician visited my home and tweaked a few settings. They ran several tests and finally said that even though the quality may not be great, it passes their minimum standards. That's it. I had earlier had Verizon FIOS on the same TV and the quality was exceptional. But they jacked up the prices and so I thought I would switch to Xfinity. I could not imagine that xfinity could survive let alone be #1 with such mediocre picture quality in this day and age but here we are.
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Rustyben
Expert
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24K Messages
3 y ago
do you have netfilx with 4k/UHD option? If so, try playing a 4k UHD movie with the app. does the image look great? the local channels are in 1080i and 720p mpeg2 while cable channels (HD) are in 720p60. for non-netflix, what output resolution did you set your xg1v4? is it best available?
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Flossregularly
New Poster
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1 Message
3 y ago
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Rustyben
Expert
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24K Messages
3 y ago
hi, what set top box model number? how is it connected to your TV? what is the screen resolution set to in the x1 device setting's video Display?
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ComcastTambrey
Official Employee
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2.7K Messages
3 y ago
Hello, Flossregularly. Welcome to the Xfinity Forums!
Rustyben asked some great questions. When you get a chance, let us know how your cable is connected, and what video settings you have.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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inhypnosis
New Poster
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1 Message
3 y ago
Hi, I just bought a TV and upgraded my box to a 4K box. I was having the same bad picture problem where all the xfinity channels were not as clear as Apple TV or Netflicks or Amazon. The faces on people were very plastic looking and color seemed off. When I tested my TV, the colors were perfect. Finally, I stumbled on to a setting by pushing the "Xfinity" button on my channel controller. Scroll to the far right to "Settings" on the bar (to the far right of the "On Demand" button and find "settings icon". Push on that button and then scroll down to "Video Display". Click on "Video Output Resolution" . There it will give you options as to which type of TV you are using and click on the correct one for your TV. I have 4K UHD (Best Available) now as my Video Output Resolution and my new TV looks as beautiful as the TV's displayed at Best Buy! Simple fix and I wish this information was posted on the kit when I recieved it, because I spent way too many hours fiddling with the TV picture settings and was very close to going back to use my old TV and return the new one! Hope this works for you!
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