3 Messages
TV Picture screen freezes and goes black
All TV’s in my house have the same issue, so it’s not the TV’s or their black boxes. Has to do with the main router/modem (Xfinity). The picture sporadically freezes and and may, or may not, go to a black screen. Then in a few minutes it comes back on. We can go weeks with no issues the. All the sudden it will happen for a few days. It’s getting very frustrating. It’s been happening for over a year now.
XfinityDemitrius
Official Employee
•
1.3K Messages
3 months ago
Hey @user_eyyqsz , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the intermittent picture quality issues with the Xfinity Video services. I would be more than happy to offer my assistance looking into this further for you.
With the intermittent issues you're receiving with the Xfinity Video services, are you experiencing issues with only Live TV or also other services such as applications, OnDemand, and streaming? Do you experience any slowness with button presses on the remote to correspond on the television?
Some great things to check for issues like this are the following:
-> Check the coax cable going to the back of your set-top box to ensure there's a tight connection. Loose connections can cause signal loss or introduce noise into the line.
-> Check the connections of the coax cable to any splitters within your home. Like at the back of your box, loose connections here can cause signal loss or introduce noise into the line.
-> Check the coax cable to ensure it is in good quality such as no hard bends, kinks, bite marks, or cuts that could interfere with signal reaching the stet-top box.
-> Wireless signal strength if your set-top boxes are wireless and move objects that may interfere with signal reaching the equipment.
Please give these items a check and let us know if anything happened to be loose, not connected properly, or if you had to fix the cable line.
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user_e7ciyk
1 Message
2 months ago
Same problem is happening at my house. 3 technicians have come and said it’s fixed, but it is still happening. What’s the fix Xfinity?
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Safford1
1 Message
20 days ago
Comcast review 9/18/24
After fighting with a support rep over my Comcast customer viewing issue, I'm happy to say that an actual Comcast technician just left my house after replacing the entire incoming cable pathway, including the grounding. He saw evidence that a surge damaged the brackets and grounding. Remember, I had to fight the call center/tech support rep to get the on-site repair. The call center rep guaranteed that few changes they made and tested had fixed my problem. [Intermittently, the sound and picture stops for a few seconds when a retweet of a third party (twitter, X, or Truth) was cited on either MSNBC or CNN.] It was not fixed. All 5 TVs in my house present the same bad behavior.
Now that the on-site tech replaced all that hardware, the issue only occurs 3 or 4 times an hour: instead of 10 times an hour. I also saw a few error code 225 (signal strength) messages.
So all you folks that said they saw the same skipping/pixelating behavior should get a technician onsite soon. The tech said my signal strength was good throughout the house, including through the splitters.
I was not charged for the onsite visit.
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