U

Visitor

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4 Messages

Sunday, January 1st, 2023 3:43 PM

tv freeing

For about the last 6-8 weeks, my tv freezes, then goes gray and program resumes. Whatever happened and was said during the freeze is lost. Upon checking with neighbors, their tv's are freezing at the exact same time. Comcast has been at my one neighbors house 5 times, running new lines, new box etc., saying that should fix it but we all are still having the same problem. Comcast was at my house, touting the same solutions. The issue still exists. Why doesn't Comcast admit there is a bigger problem on their main lines or boxes?

Accepted Solution

Visitor

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1 Message

28 days ago

Same thing is happening to us and our neighbors.  Can't be a cord or router issue in one's home when it's happening to multiple people in a neighborhood or even across the country. 

Official Employee

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925 Messages

1 month ago

@user_ed998a

Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and would love to investigate this for you! There is a process to finding an exact resolution. Sometimes this can take multiple steps and replacing equipment around the residence(s). Please send us a PM with your first and last name, as well as house numbers to your service address. To send us a direct message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

Visitor

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4 Messages

@XfinityHeather​ Thank you for your response. I reached out to Xfinity again today through the support chat. The agent said the technician that came to my house never reported the issue to the maintenance technicians so said I needed to have another technician come to the house to start the "paper trail" process all over again. The tech was here within 2 hours, (I commend their response) and he readily admitted there is a main line issue. He personally, along with his supervisor, has been to a neighboring house several times. So, the issue is well documented, but doesn't seem to get taken care of. One would wonder where the ball gets dropped. Unfortunately, Xfinity is about to lose some customers over this issue, as well as one neighbor is seeking legal advise and plans to escrow his monthly payments until the issue is resolved. All of this didn't stop Xfinity from just increasing my bill by $11/month. When you expect payment on time, you should fix issues when they are presented to you.

XfinityRuben

Official Employee

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183 Messages

Please send us a direct message, we will be happy to take a look. Thanks! 

I am an Official Xfinity Employee.
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Visitor

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4 Messages

29 days ago

The saga continues. the technician said to give it 48 hours for the line maintenance team to correct the issue. We're way past that and the TV is still freezing. I also mentioned to the tech that at about the same time the TV freezing issue began, I noticed that the blue light on the cable box is no longer continuously on. It will come on when I turn the TV on and goes off when I turn the TV off. He said he could take care of that and got a different box from his truck. He hooked it up and the blue light was on, only to go off in a few hours. Upon closer inspection, I noticed the box was all marred up and the crack where the top sets into the box is full of someone else's "crud". So, he swapped out my box for someone else's reject. Now I have to try and get them back out here to put a NEW box in. In addition, he screwed up the remote and all it would do was turn the TV on/off and adjust the volume. It would do nothing else!! Thank God I was able to find the tutorial on the website and figure out how to repair it with the TV. My frustration over this whole mess is growing by leaps and bounds!!!

Official Employee

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461 Messages

Thanks for taking the time to keep us in the loop! We don't want this to continue. We're here to help in the forums if you'd like us to take a closer look at things. To get started, please send us a private message with your full name and address!

 

To send a "Peer to peer" ("Private") message:

Click "Sign in" if necessary

-Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)

-Click the "New message" (pencil and paper) icon

-Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears, and the "Xfinity Support" graphic will replace the "To:" line

-Type your message in the text area near the bottom of the window

-Press Enter to send it

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

Visitor

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4 Messages

14 days ago

The freezing issue continues for me and my neighbors. The 3rd. tech came to the house and gave me a new cable box for the "reject" the previous guy had left. The tech checked the signal on the tv and internet and said they were acceptable. He said his supervisor was aware of the neighborhood issue and would be passing it along the the line maintenance department. The next day, two line maintenance were here to talk to me, then did some checking at various nodes on the line. They said they found no issues and wanted to check the signal at my tv again. The guy said it was an extremely poor signal and that I needed a new line. I told him 3 techs had already been here and said the signal was fine and he simply said he didn't believe it. He said they didn't see how it was anything on their side, that he would have the supervisor of the installation crews contact me about putting in a new line. I pressed him about the fact that my neighbor whom I check with a lot, has the same issue at the same time I do so how can it be lines/equipment at just my house. Hers has been all replaced to "solve" the issue but it has done no good. He simply said it was related to something else. That was two weeks ago, I have heard nothing from the supervisor, so it looks like everyone has just washed their hands of the issue. (Got my bill right on time though!!!) I need to have a lengthy conversation with the supervisor as putting in a new line is not a simple process under some unique conditions that I have.

On an additional note, I have a very tech savvy son. He showed me how to test the signal strength coming in on my line, which comes to a splitter before branching to the computer and tv cable box. The signal is exceptionally strong, and I test it 2-3 times a day. I have no idea where to proceed from here but am mulling it over for sure.

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