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user_nqe3y6
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Friday, April 5th, 2024 1:11 PM

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RE: Pixelation issue is STILL ongoing

We've been having the same problem with pixelation for OVER A YEAR!!!  Wires from outside have been checked and some have been replaced.  In addition, the cable box is new.  The techs have even told us that they don't have an explanation for the problem!  We are expected to pay exhorbitant fees for less than acceptable service and I am beyond frustrated!!!!! Might I add, the countless wasted time waiting on the phone and dealing with numerous restarts of the system that NEVER work.  I am close to leaving Xfinity completely and will be researching alternative cable and internet services.

Frustrated in Atlanta, GA

Question

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Updated 

5 months ago

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This post was created from this comment on different post

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XfinitySara

Official Employee

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1.3K Messages

8 months ago

Hello, @user_nqe3y6! Thank you for leaving a comment with your shared concerns on another user's post. We've converted your comment to its own post to make sure we address it properly and efficiently. I'm sorry to hear about the trouble you've had with your Video service, and I'd love to see what our Digital Care Team can do to help! Since you've already gone through troubleshooting, checking/replacing wires, and having technicians out, we may need to escalate this on your behalf. Could you please send our team a direct message to get started?

 

To send a direct message: 

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging 
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'. 
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond. 

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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user_2p867a

Contributor

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17 Messages

5 months ago

We have the same issue with our Vizio Smartcast QLED TV.  Technician came out and changed the splitter, installed new cable lines, tested everything but we're still having distortion/tiling/flickering/pixilation/interference issues.  He believes we'll need to upgrade to a new DVR box (current version). Awaiting to hear back from Xfinity Support. 

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