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scotb
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Friday, January 26th, 2024 11:08 PM

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tv picture freezes

Xfinity recently did some upgrades to their infrastructure in the East Sacramento area... ever since, the TV picture is better, BUT...

primarily on one channel, but occasionally on others, the picture and sound will freeze for a second or two, then resume.

any ideas why this would happen?

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Updated 

10 months ago

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teachsac

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51 Messages

10 months ago

I've noticed it this week myself. My58CW is horrible to watch. Always skipping and freezing. DVR'd programs are often corrupted, freeze, and exit. It's impossible to talk to anyone local about it.

(edited)

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XfinityJamesC

Official Employee

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1.7K Messages

Greetings, @teachsac! 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 having these reception issues, but you have definitely come to the right place for assistance.

 

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.

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

10 months ago

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XfinityAlyssaA

Official Employee

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1.7K Messages

10 months ago

Good evening and thank you for reaching out on our Community Forums @scotb, we are glad to hear the TV picture is better but are sorry that you are still experiencing some freezing on some channels. To confirm, is this happening while watching live TV, streaming or DVR recordings? 

 

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scotb

New Poster

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6 Messages

@XfinityAlyssaA​    this is happening on live TV... never know when or on what channel or channels... seems to occur mostly on our CBS channel 713, but has occurred on other channels. channel 713 froze for a second or two this AM, at about 1030 AM our time.

last night channel 706 PBS froze twice between 800PM and 900 PM.

10 months ago

0

XfinityMartyR

Official Employee

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1.5K Messages

@scotb Thanks for the additional information. Let's take a look at your signal levels, and see if we can figure out why this is happening. Please send us a direct message. 

 

To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" 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.tick

10 months ago

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