That usually happens when the signal for the channel you are trying to watch is too weak or has too much noise. This might be because of a bad cable box or a problem at Comcast (check https://www.xfinity.com/support/status/, 1-800-Comcast voice response, or the "Xfinity" app) but is most likely due to a poor connection between the box and Comcast's network, usually in or near your home.
Troubleshoot by checking all connectors for corrosion and tightness, and by looking for damaged coax cable. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power. You might also try unplugging the cable box/DVR/digital adapter power cord for a minute or so.
If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. Ask them to check the account setup and send a refresh signal to the box. If they can't fix the problem remotely, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx. $100) unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast cable box/DVR/digital adapter or anything outside your home, you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
user_s2dwrg Thanks for posting on our Community Forums. I'm sorry to hear about your TV freezing and skipping. That can be extremely frustrating. We'll do our best to troubleshoot and get to the bottom of this. Did you try rebooting the TV Box manually or through the Xfinity App?
I have had this problem since my install last october I have changed the modem had service calls but still happening
I have a service call scheduled for Oct 23 if it cannot be fixed I will ahve to change cable companies this is extremely frustrating for all the money I am paying each month.
Hi there, @user_chzd4n! We can check and see what is going on and follow up on the visit. We want to make sure this gets resolved! Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks!
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.
We have had the same issue since our install in early December. Xfinity has been to the house several times, switching out the set top box, etc. The issue will be resolved for a week or two and then starts freezing/buffering again. It only occurs when we are watching cable channels (live tv) not when we are streaming through Netflix, Prime, etc.
Greetings, user_1kv37m! I am glad that you reached out so we can further help with your TV service. I understand that would be frustrating to go through and want to get this resolved! @BruceW provided some great information above. This is usually due to noise or the signal being weak as they stated. I would like to take a look at your account so I can run a diagnostic report. That will show if there is noise or a weak signal.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Direct Message” icon (upper right corner of this page) • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message
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.
I have been experiencing the same kind of issue as well but it seems to be limited to channel 1115. It just happened again as I was typing this. The video and audio stops, and the recent channel button on the remote gets no response until the service starts working again. I have restarted the box and been through troubleshooting and had a service process done remotely by xfinity. The situation is slightly better but still remains. The issue used to occur on multiple channels but I haven’t seen it happening on others yet. The issue is random in occurrence and seems to happen at least once per hour.
Yesterday’s message from xfinity:
Our processes have completed and your Xfinity service should be restored. Please reply Y to confirm that your service is restored or N to proceed with scheduling a technician visit. Txt Help or Stop. Msg&DataRatesMayApply
Hey @user_krfcpc , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the freezing of channel 1115. I would be more than happy to offer my assistance looking into this further for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message": Click "Sign In" if necessary • Click the "Direct Message chat" 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 which appears. The "Xfinity Support" graphic replaces 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.
The issue where xfinity’s video/audio signal freezes multiple times per hour has returned and is as bad as previously reported. I no longer have confidence that xfinity knows what the problem is and am looking at changing my cable tv provider. I’ve been through their online and tech support troubleshooting but the problem remains. I now wonder why…
TV Freezes. Working with the local Xfinity store in Flemington, NJ starting on January 27, I have swapped out four set-top boxes in an attempt to solve the problem. On 3/22 was given a tech appointment for 3/26. Got that moved up to 3/25. I’ve had two tech visits up to 3/38. Problem still exists. The first tech swapped out the multiple channel box (XG1v4-A). The problem subsided for a day. Two days later the next tech removed the ‘central controlling box’ (a multi-channel box) installed by the first tech two days earlier and replaced it with an individual set-top box like the other three boxes I have so all of my 4 boxes would operate on their own and no longer be dependent on a central controlling box that if it failed, it took all the other boxes with it. This tech also checked the signal strength as OK, removed in inline MoCA Amplifier that was put in 3 years ago, and replaced it with two splitters – one 2-way and one 4-way. I have diagrams of the old and new hookups if needed.
All seemed OK for 24 hours then on Friday morning the picture froze for 70 seconds on Newsmax channel 1115. Five (5) minutes later the picture froze again for 15 seconds on Fox News on station 820. It’s now 48 hours after the last tech was here and we continue to experience freezes – one lasting over 2 minutes. The remote also froze in conjunction with the box on this last freeze. Also had no channel change or exit capabilities via the remote. We are totally frustrated as are other customers per this issue. BTW, there are no issues with the Internet performance or the phone service, just the TV service.
Hi there, @stevemcd44! Sorry to hear about the freezing issue! We would like to take a look and see what we can do to help! Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks!
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.
BruceW
Gold Problem Solver
•
26.6K Messages
11 months ago
That usually happens when the signal for the channel you are trying to watch is too weak or has too much noise. This might be because of a bad cable box or a problem at Comcast (check https://www.xfinity.com/support/status/, 1-800-Comcast voice response, or the "Xfinity" app) but is most likely due to a poor connection between the box and Comcast's network, usually in or near your home.
Troubleshoot by checking all connectors for corrosion and tightness, and by looking for damaged coax cable. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power. You might also try unplugging the cable box/DVR/digital adapter power cord for a minute or so.
If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. Ask them to check the account setup and send a refresh signal to the box. If they can't fix the problem remotely, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx. $100) unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast cable box/DVR/digital adapter or anything outside your home, you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
0
0
XfinityDilary
Official Employee
•
2.4K Messages
11 months ago
0
0
user_chzd4n
2 Messages
10 months ago
I have had this problem since my install last october I have changed the modem had service calls but still happening
I have a service call scheduled for Oct 23 if it cannot be fixed I will ahve to change cable companies this is extremely frustrating for all the money I am paying each month.
[EDITED: Personal Information]
(edited)
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user_1kv37m
1 Message
5 months ago
We have had the same issue since our install in early December. Xfinity has been to the house several times, switching out the set top box, etc. The issue will be resolved for a week or two and then starts freezing/buffering again. It only occurs when we are watching cable channels (live tv) not when we are streaming through Netflix, Prime, etc.
We are beyond frustrated at this point!!
1
0
user_krfcpc
3 Messages
5 months ago
I have been experiencing the same kind of issue as well but it seems to be limited to channel 1115. It just happened again as I was typing this. The video and audio stops, and the recent channel button on the remote gets no response until the service starts working again. I have restarted the box and been through troubleshooting and had a service process done remotely by xfinity. The situation is slightly better but still remains. The issue used to occur on multiple channels but I haven’t seen it happening on others yet. The issue is random in occurrence and seems to happen at least once per hour.
Yesterday’s message from xfinity:
Our processes have completed and your Xfinity service should be restored. Please reply Y to confirm that your service is restored or N to proceed with scheduling a technician visit.
Txt Help or Stop. Msg&DataRatesMayApply
2
0
stevemcd44
Visitor
•
2 Messages
4 months ago
TV Freezes. Working with the local Xfinity store in Flemington, NJ starting on January 27, I have swapped out four set-top boxes in an attempt to solve the problem. On 3/22 was given a tech appointment for 3/26. Got that moved up to 3/25. I’ve had two tech visits up to 3/38. Problem still exists. The first tech swapped out the multiple channel box (XG1v4-A). The problem subsided for a day. Two days later the next tech removed the ‘central controlling box’ (a multi-channel box) installed by the first tech two days earlier and replaced it with an individual set-top box like the other three boxes I have so all of my 4 boxes would operate on their own and no longer be dependent on a central controlling box that if it failed, it took all the other boxes with it. This tech also checked the signal strength as OK, removed in inline MoCA Amplifier that was put in 3 years ago, and replaced it with two splitters – one 2-way and one 4-way. I have diagrams of the old and new hookups if needed.
All seemed OK for 24 hours then on Friday morning the picture froze for 70 seconds on Newsmax channel 1115. Five (5) minutes later the picture froze again for 15 seconds on Fox News on station 820. It’s now 48 hours after the last tech was here and we continue to experience freezes – one lasting over 2 minutes. The remote also froze in conjunction with the box on this last freeze. Also had no channel change or exit capabilities via the remote. We are totally frustrated as are other customers per this issue. BTW, there are no issues with the Internet performance or the phone service, just the TV service.
Where do we go from here to solve this problem?
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