Visitor
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1 Message
TV Keeps Pixelating or Glitching
Has anyone had an issue with their TV service pixelating or glitching? We had this issue last year where when watching TV the picture would suddenly pixelate or glitch with the sound messing up the picture looking horrible. It got so bad our internet was also disconnecting for several hours a few days a week before after I want to say 5 service appointments they determined that the line needed to be replaced. That seemed to fix the issue for a bit until a few weeks ago the same issue started happening and again as just gotten worse/more frequent as the weeks progressed. We also have the sound drop out when streaming for a few seconds every couple of minutes when streaming so it's infuriating to watch anything. I've reached out to customer service for 2 different appointments this week to just be ghosted with no communication so I'm not a loss of what to do besides canceling our service and looking for a new service provider.
Newmark
Visitor
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4 Messages
1 year ago
Internet and Picture interference is a sign that there is a problem with the Cable coming in to the home. Typically a technician will be required to measure the signal and to correct this problem. You will probably need to call tech support and request a tech to come out. Keep in mind, it is Comcast's responsibility to get the service to your home. If a tech has to come inside to fix "inside wiring", the customer will be charged $100.00 for the trouble call appointment.
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XfinityJustinC
Official Employee
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893 Messages
1 year ago
Hello, @user_1c3dc3. Thank you for reaching out to our Xfinity Forums, and I appreciate all the detailed information you have provided. I completely understand the frustration you have been experiencing, I know if I was in your shoes I would feel the same way.
For basic troubleshooting of TV and internet equipment you can log into your account online or through the Xfinity App to perform some basic signal refreshes. Based on what you're describing it sound like it may require more than just resetting the devices and signal.
I would be happy to investigate further for you, would you please send a DM with the follwing information:
To send a direct message:
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address alongside.
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user_lio69m
1 Message
1 year ago
We are having the same issue. Pixelating getting worse and internet offline for extended periods. First technician changed a splitter but it didn’t get better. Two xfinity trucks in the culdesac changed out something at the road but it didn’t resolve the issue. Second technician removed an amplifier and put in a new splitter and said the service to the road was good and we needed a new cable installed to the house. He put in an order to bury a new cable and laid one on the surface. That was 2 days ago and we are still having glitching and pixelating fairly frequently.
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OPDooper1
Contributor
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18 Messages
1 year ago
If you are using a surge protector, try it without the surge protector.
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