HaloBall's profile

New Poster

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5 Messages

Tue, Apr 30, 2019 5:00 PM

Terrible glitching/pixelation

For the past few weeks, we’ve been experiencing terrible glitching (video and audio) through Xfinity. Live TV and recorded shows on our DVR seem fine. It seems to be only OnDemand shows, some worse than others. It’s to the point where we just don’t want things OnDemand anymore, and I figured it was time to ask about it. What could be causing this?

 

Here’s a picture from a Harry Potter movie to show what happens.

4557E54C-AC9E-4646-9BBC-287AC0A86358.jpeg

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Accepted Solution

CCAndrew

Diamond Problem Solver

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25.9K Messages

2 y ago

That’s kind of what bad cable does. Every channel comes in on different frequencies, those frequencies have signal levels, those levels need to be in a certain range for channels to come in properly. Bad cable can intermittently fluctuate between good or bad. A different box may be reading those levels a bit differently.
If you have multiple boxes and internet, you have a splitter.
Exterior issues can’t be ruled out, that’s why I gave you ideas to try to fix things before having a tech out for a normally $70 service call

New Poster

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5 Messages

2 y ago

Would it be a signal problem even if live TV and DVR are working fine, though? I’ll have the husband check the connections anyway. 

Rustyben

Expert

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24K Messages

2 y ago


@HaloBall wrote:

Would it be a signal problem even if live TV and DVR are working fine, though? I’ll have the husband check the connections anyway. 


you can verify the channel is ok by using a desk/laptop or a smart phone/tablet and view the same channel via the stream site/app. 

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New Poster

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5 Messages

2 y ago

Hello, I have this problem on only one channel, live, on dvr, and on demand. Do you have any idea what would cause it?
Rustyben

Expert

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24K Messages

2 y ago


@Hilbrebecca wrote:
Hello, I have this problem on only one channel, live, on dvr, and on demand. Do you have any idea what would cause it?

it can be a kink in the inside line, outside line, moisture in the line, bad (low ohm) connection between a cable end and the connector it is screwed into. there can be egress from outside your premise or egress interference inside your premise. the tech has tools to check this. is the issue on all of your set top boxes?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!tick

New Poster

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1 Message

2 y ago

I am experiencing glitching usually during sports and my son lives in another house abd he said he's experiencing glitching as well so I doubt it's receiving problem. Xfinity was in our neighborhood few weeks ago changing lines on utility poles ever since then glitches
CCAndrew

Diamond Problem Solver

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25.9K Messages

2 y ago

Have a tech out to check on it
CCAndrew

Diamond Problem Solver

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25.9K Messages

2 y ago

If it’s something fixed inside your house, charge. If it’s outside, no charge. If it’s been going on for 3-4 years, it’s hard to call it faulty install.

New Poster

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5 Messages

2 y ago

I’ve been told I would be charged for having a tech come out, though it’s no fault of mine. They said to say something like defective install to avoid a charge?

Do you know? This had literally been going on for 3-4 years on Fox News only. I’ve already replaced the DVR which was recommended at the Xfinity store. It improved about 50%.

New Poster

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5 Messages

2 y ago

They’re saying a faulty install of the newer DVR. I mean what could it be inside the house? And if a new DVR improved it, what does that indicate to you? Oftentimes I can watch the recorded show, but not the live one as the channel is so compromised i get error messages and it flips back to previous channel.

New Poster

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5 Messages

2 y ago

No it’s only on the main tv with the DVR.
CCAndrew

Diamond Problem Solver

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25.9K Messages

2 y ago

If it’s only on one box it generally means somethings up with that cable outlet, it could be equipment related but better chance of interior cable. That can also mean bad cable, bad splitter, too many splitters, loose connections, etc. Make sure everything is tight, remove any extra/unnecessary splitters and have a tech out if you need to
lesmikesell

Valued Contributor

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527 Messages

2 y ago

I always blame the squirrels.  Bad connections, running near other cables,  moisture in the cable,  etc. can affect some frequencies more than others.   Some tuners can be better at handling bad signals than others.

 

There are lots of ways things can be wrong, but only one way to be right.  Could be inside or outside and only an on-site tech with test equipment can track it down.  If you have already checked the connections and splitters you can access you don't have much choice.   And even then it can be hard to catch intermittent problems.

New Poster

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5 Messages

2 y ago

Can you tell me if it’s bad cable, why it would be intermittent? Also I have no splitters. Everything is definitely tight. Does the fact that it’s only one box rule out an exterior problem? Lastly, why would Comcast recommend changing DVRs, and why did that help? If it’s a bad outlet, would I be required to pay? Do you know approximate cost?

Regular Visitor

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2 Messages

1 y ago

The community outside comcast "box" is in my neighbors yard. Can Xfinity/Comcast access those boxes to see traffic?

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