New Poster
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2 Messages
TV Freezing & pixilation constantly
TV & sound freezing, pixilation constantly, and out of synch with programming once it returns. Issue started in late March when Xfinity started extending in the area and adding new cable lines. Problem is intermittent on ALL cable stations, on all channels, all times of the day. Reported the issue in April and each time, the customer/tech support rep would send refresh signals to the box with no resolution. Since April, five techs were sent out to identify the root cause and correct it. The following work has occurred: modem was replaced; all three of the boxes/DVRs were replaced twice, and coaxial cables to each box were replaced. It was identified that I had too many splitters in the attic. Thus, the white box/amplifier was replaced. The coaxial cable wall socket/jacks were replaced on three ports. The cable line from the house to the pedestal/tab/green box was replaced and buried. Issue still exists poor connection between the box and Comcast's network which is housed in the pedestal/tab/green box directly located in my backyard. As a loyal customer for over 20 years, paying approximately $200 per month, with a company who has declining stock and pay-TV subscribers’ on a decline, my question now is … what’s next?
XfinityJamesC
Official Employee
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1.7K Messages
1 year ago
Greetings, @Komei245! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're still having these reception issues, but you have definitely come to the right place for assistance.
It sounds like you have already gone through a good amount of effort to get this resolved. Under normal circumstances, if a technician is unable to correct the issue by repairing or replacing equipment, cable lines, connections, etc., they will submit a referral to have our maintenance team check the neighborhood equipment. With the amount of visits you've had since April, it's possible that step has already been taken, but we should probably start by looking there.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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mougeymmc
Visitor
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1 Message
1 year ago
Xfinity log in on my iPhone has become problematic. The sign in screen freezes or just doesn’t allow me to continue after I have entered name and password. What’s up?
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OPDooper1
Contributor
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18 Messages
1 year ago
Disconnecting the surge protector fixed the problem for me.
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user_auqjyt
1 Message
11 months ago
I have been having the same problem and have had no help from xfinity. I'm about to switch to another company.
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slippen
Visitor
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1 Message
10 months ago
I'm having the same issues and it's not just me. I posted on a community facebook page asking if others are seeing the same problem. All but one answered yes. I'm with the other posters on here, I pay over $300 a month is this is not resolved soon I'm going to look at other options. FYI, streaming television using your website through my computer has no issues.
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BRENDAI
Visitor
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1 Message
10 months ago
Having the same problems here with our TV's doing the same thing
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user_61g4xb
1 Message
10 months ago
We have the exact same problem only when a tech is scheduled to come they cancel! I’m about to cancel everything because I’m tired of wasting my money.
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Viper122
Contributor
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157 Messages
10 months ago
Same here with random pixelation going on for month's now. $325.00 a month and ready to stop service too.
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