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user_09842a
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2 Messages

Wednesday, March 23rd, 2022 3:14 PM

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Sound dropping out on Xfinity cable and picture freezing

So following all the user issues with sound dropping out and picture freezing for a few seconds.  Happens all the time now.  I replaced my older xfinity boxes (that were working well and had no issues other than I could not stream Peacock which is why I upgraded) with the newer smaller boxes and immediately I had this problem.  All the usual rebooting of everything did not fix the issue.  Internet modem works great,  no issues with streaming content from my smart TV.  I believe the issue is the smaller boxes cannot process the signals coming in from outside quickly enough, especially with sports, as they are probably cheap processors.  If the issue was coming from outside why did the older boxes work great?  Xfinity needs to replace all of these boxes with upgrading processors and the issue will probably resolve.  Personally I am going to drop their cable TV service as soon as I figure out which streaming services are best.  290 a month for [Edited: "Language"] TV service is not acceptable.  

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Updated 

2 years ago

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Accepted Solution

Jenniferrrr

Contributor

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51 Messages

3 years ago

Same issue here, and I’ve had the same equipment for a while now. I think it’s a software bug, not the equipment. Xfinity needs to confirm this theory.

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CCDaryl

Problem Solver

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828 Messages

3 years ago

Thank you for sharing your experience with the community, and I am sorry you are having these issues. How often is this happening? Also, can you tell me if your set top boxes are connected wirelessly or if they are connected using a coax cable?

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user_09842a

Visitor

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2 Messages

@XfinityDaryl​ My setup boxes are connected via coax cable.  

3 years ago

0

CCBrandon1

Problem Solver

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770 Messages

@user_09842a, thank you for those additional details. I know you mentioned rebooting, and the usual troubleshooting steps, knowing this did not help, can you please tell me if you have a splitter splitting any connections, notice any kinks in the lines? You can also check the HDMI cables, and ensure they are snug. Let us know if that changes anything for you. 

I no longer work for Comcast.

3 years ago

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Jenniferrrr

Contributor

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51 Messages

I’ve done all of these steps, but for me, this is happening both in my primary X1 and the secondary dvr box as well, so loose connections at both tvs is unlikely, but they were checked. The issue keeps getting worse, on two boxes. 

3 years ago

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XfinityMichaelC

Official Employee

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4.1K Messages

Hey @Jenniferrrr. Thanks for letting us know you tried the steps and that you are having an issue with more than one box. This sounds like in your case, we need to take a closer look into your signal. Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first/last name and full address so we may further assist you?

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

3 years ago

0

Jenniferrrr

Contributor

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51 Messages

@XfinityMichaelC​ I’m unable to type a direct message after selecting Xfinity Support in the To field. Please provide another method or contact me

3 years ago

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user_e6e79b

Visitor

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1 Message

3 years ago

We have same types of problems video only no audio, or intermittent audio...  tried system refresh, system restart  unplug etc.  coax connected no kinks.  Had new x1 box installed recently, it is now behaving the same way as old box.  what do we do? 

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CCAlisha

Problem Solver

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571 Messages

Hello! @user_e6e79b Thank you for participating here our community. I apologize that you are having audio issues! Is your box connected directly into the coaxial outlet or connected using a splitter? Also, are you experiencing audio lost on all channels? 

I no longer work for Comcast.

3 years ago

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user_569814

Visitor

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1 Message

3 years ago

I am having the same problem in 21228.  Sound and picture are lost and replaced with a static sound ... like an interrupted signal.  This started two weeks ago, and tonight between 5:10 pm and 7:20 pm, this happened seven times!  You can't enjoy a program when it cuts out at 5:10 pm, 5:14, 6:02, 6:15, 6:28, 7:14 and 7:20 pm!  I would like this problem solved - 

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XfinityDilary

Official Employee

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1.8K Messages

Hello, @user_569814! Thanks for your comment letting us know of the issue. I am sorry to hear you are experiencing a similar concern. What troubleshooting steps have you taken so far? Have you tried rebooting the box manually or through our Xfinity My Account App? 

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

3 years ago

0

danwilk

Regular Visitor

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4 Messages

2 years ago

This same thing is happening on my service. It happens through my X1 box as well as when I'm watching on my iPad using the Stream app. It has to be something in their service and not the equipment we are using. 

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