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user_9863a4
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Visitor

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3 Messages

Friday, October 15th, 2021 3:00 AM

Closed

TV keeps freezing randomly

It's very frustrating when watching sports, the game kept freezing randomly, I reset the box and it didn't solve the problem.

Question

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Updated 

3 years ago

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CCValerie

Official Employee

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974 Messages

3 years ago

Hi there, @user_9863a4, thank you for taking the time to reach out to us on our Xfinity Forums! I love watching sports and nothing drive me crazier than an interruption while that game is on! Please rest assured, you have reached the right team to assist you! Have you experienced the freezing of your picture since that game? Have you noticed the issue happen on other channels as well?

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user_9863a4

Visitor

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3 Messages

@XfinityValerie I haven’t been watching since the game. But that issue has been happening for awhile. 

3 years ago

0

CCValerie

Official Employee

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974 Messages

Thank you for getting back to me. Having the same issue for a while is definitely not the experience we want or expect you to have. Is the issue only happening on one channel or does it sporadically happen in different channels? I know you stated you reset the box during the time of the game, was any other troubleshooting completed on this day or other days?

I no longer work for Comcast.

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

user_9863a4

Visitor

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3 Messages

@XfinityValerie it has been good last couple nights. Have you guys done anything to fix the issue?

3 years ago

0

CCDaryl

Problem Solver

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828 Messages

@user_9863a4

 

Glad to hear you are not having any more issues with your TV freezing up during a game. Thank you for sharing this with us. Is there anything else I can help you with?

I no longer work for Comcast.

3 years ago

0

user_41a5a5

Visitor

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1 Message

3 years ago

Good afternoon.  I have been having this issue happening on several channels at different times every day.  The issue seems to be happening more frequently now though.  What can be done?  Resetting the box didn't help.

*Edited Personal Information*

(edited)

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MasterAce

New Poster

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4 Messages

3 years ago

I am having the same problem. Freezes with pixelation on all channels. Rebooting box does nothing. This same thing happen last year and talked to someone from Comcast for a good week. All they kept telling me to do was reboot. Finally just gave up and it seemed to solved itself. It only does this on the bedroom TV. Ready to get rid of Comcast.

3

XfinityDemitrius

Official Employee

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1.3K Messages

Hey! Thanks for reaching out to use via our Xfinity Community Forums. We would be more than happy to assist with any Xfinity Video issues that you may be encountering. Are you experiencing issues with any other Xfinity services or just issues with one particular set-top box?  We hope to hear from you soon. 

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

MasterAce

New Poster

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4 Messages

Just the one TV in bedroom. Phone and internet are good. Really get sick of this. Please advise. 

3 years ago

0

CCMartin

Gold Problem Solver

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2.9K Messages

@MasterAce

 

Can you please private chat our team with your full name and full service address? From here we will pull up your account and take a look at the signal levels. Thank you for your patience.
To send the requested information:
  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon 
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support"
      there. As you are typing a drop-down list appears.
  • Select "Xfinity Support" from that list. An "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 no longer work for Comcast.

3 years ago

0

user_9617f8

Visitor

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1 Message

3 years ago

My TV scrambles or freezes frequently on various channels at all times of the day. It is very annoying! We recently upgraded our router per your request and it has gotten worse.

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XfinitySara

Official Employee

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1.3K Messages

Hey there, @user_9617f8! Thanks for bringing your shared concerns to the community. We definitely want you to be able to enjoy your service(s) with as little issue as possible, so I'd be happy to see what can be done to resolve those reception concerns for you! Checking your connections is always a great place to start. All coaxial connections should be "finger tight", including the connection at the wall, at the splitter (if applicable), and at the TV Box itself. Have you recently checked these connections? Also, did we ever install an amplifier in the home? If so, you'll want to make sure that it's connected to power and reset if possible.

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

user_ca419f

Visitor

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3 Messages

3 years ago

My tv does the same thing upstairs in my bedroom with the xfinity Wi-Fi box and it only happens during the sports games ..fed up

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