U

Visitor

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5 Messages

Fri, Apr 22, 2022 12:20 PM

TV Pixelating for Over a Month

I been having pixelating issues with my tvs since March 24, 2022.  As of today, April 22, 2022, I am still having issues with the pixelating.  I have text messages going as far back as April 8, starting at 11:17 am,  I have spoken with someone over 21 times and each time I get a text saying "Thank you for being a valued Comcast customer.  We will proactively follow up to confirm resolution of  your issue and offer additional assistance if needed.  Then, I get one stating our processes have completed and your Xfinity service should be restored.  Please reply Y to confirm that your service is restored or N to proceed with scheduling a technician visit.  I reply N, a representative calls and asked me what issues am I having today. and the same process starts all over again with the same text.  They have had three technicians come out, one on April 11, April 14, and April 16 and each time they stated that my service was corrected, which it has not been.  One Xfinity Rep stated that since this was an ongoing issue she was going to put in the notes on my account that a box truck should be sent out to check the wiring on the poles.  Never happened.  After the 22 time a Xfinity Rep called me and asked me what issues was a having with my service.  After  speaking with someone 21 times with the same issue, the rep should have know what my issue is.  I was so frustrated, I just hung up the phone.

It seems to me that if we are paying all this money to have service, the service should be working correctly.  You should not have to keep calling and repeating your self regarding the same issue because the issue should be notated in your account.

Oh, I did respond to someone who was having the same issue with their tv in the forum and it seems like it was deleted.  I wonder if this one will be.

XfinityNico

Official Employee

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382 Messages

5 m ago

Hello @user_a795bb, thanks for reaching out for help on our forums! I understand how concerning it must be to experience this same pixilation problem so frequently. We'd be happy to help with finding a proper resolution for you. In order to get started can you please send us a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? 

 

Visitor

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5 Messages

5 m ago

Just want to say that Xfinity contacted me regarding the issue that I was having with the pixelation and they went way and beyond to resolve my issue.  They did not stop until my issue was resolved.  I just want to say THANK YOU, to James, Tim, and Doug.  I really do appreciate your taking the time to make sure that my problem was corrected.  Job well done!

(edited)

Official Employee

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278 Messages

@user_a795bb I am super happy to hear that we were able to get things resolved! I know it can be a pain when issues are happening, but we always want to do everything we can to help! Everything is still running fine to this day? Did you have any other questions that we may possibly be able to help with? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

@user_a795bb​ 

I want to know how to avoid going through the same nightmare experiences that I have read about regarding pixelation problems. Comcast should not be allowed to put people through this when the problem is clearly widespread. We have had the problem come and go on certain channels and it coincides with digging that was done by AT&T when they were installing their services in our neighborhood

Visitor

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7 Messages

5 m ago

My husband is experiencing this same random pixelation on his LG tv across all the stations he watches.  This pixelation issue began the day after an upgrade interruption that lasted through an entire day.  The messaging from Xfinity was that the upgrade would improve services. My husband is livid.

Today I began troubleshooting. Logged into the account and used the tool to restart the signal. I'm having my husband monitor the issue as he watches today.

Visitor

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7 Messages

@user_9fdc7f​ 

After shutting down the equipment, restarting the signal, and turning the equipment back on, the pixelation resumed on channel HLN648 at 12:55pm, again at 1:02, again at 1:30. The pixelation issue is not resolved. Thank you, Convertible1, for sharing your experience and opinion. It will save me investing $$ on the issue. Now to document this issue with an Xfinity human.

Visitor

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7 Messages

Thank you, usera795bb!

   I'll share this information in my formal support request. Hopefully, this can get fixed before my husband breaks something!

Visitor

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2 Messages

5 m ago

I have had ongoing pixelation issues since January. I have had six different technicians in the house and two maintenance employees outside at various times and every time they claim there are no issues which is an absolute lie. They ran a new service drop and told me I need to run a new connection to replace an existing one and that would resolve the problem. $350 later and still the same pixelation issues on every channel on every television in the house. Xfinity is the absolute worse company I have ever dealt with. Monday I am cancelling my service and going to streaming only. I would never recommend this company to anyone.

Official Employee

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292 Messages

Hello, @Convertible1, thanks for reaching out to us today! That is definitely not the experience that we want you to have! We would be happy to look into not only the service issue but getting the account credited for time out of service as well. Since this will require we discuss detailed account information, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

Please let me know if you have any questions or run into any problems

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

Visitor

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2 Messages

Service is simply unacceptable. Tried doing what you requested to no avail. I will be a former customer tomorrow.

Official Employee

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292 Messages

@Convertible1, we would absolutely hate to lose you as a customer, and we would love to turn this experience around for you and make sure that we do all we can to help with the service issues. Did you have an issue accessing the private messaging system? If so, what was the error/issue you ran into? 

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

Visitor

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5 Messages

5 m ago

In the beginning they were saying the same thing, but finally did see issues. They changed the amp in the main box down the street from my house and that corrected the pixelating. 

Visitor

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2 Messages

4 m ago

I am having the same issue! Replaced all cables underground to house to box and to house. All new HDMI cables! WiFi extremely fast, box says connection good, yet pixelates in early morning, late afternoon, late evening. Today I’m taking HD box back for a new one. WiFi programs come in great no buffering no problems!

Comcast guy came out said something was a little low. He couldn’t find it. He called it in.  
They told him it was the area and he was chasing a ghost! 
 If my new box won’t fix the problem I will cancel cable and look for something else!

 The cost of cable is $$$ for things I watch that I used to get for free on my antenna that I took down because it looked prehistoric on my home!

Visitor

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7 Messages

@edvillarreal080​ 

Xfinity technician, John, came out to our apartment. He provided a very thorough explanation of all the variables that might be interrupting or lowering our signal to produce the pixelation. After lots of testing, he disconnected an old Verizon cable in a bedroom we never knew existed -- apparently wiring inside the walls is a variable , installed an upgrade modem, and boosted the signal in some box outside of the apartment in the complex.  I'm uncertain which of these factors produced the issue, but the pixelation is GONE! PTL!  We are very thankful that John came -- a 20 year veteran with Xfinity.

Official Employee

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763 Messages

@user_9fdc7f, that's awesome to hear 🙌. We have really amazing techs who bring experience and all the right tools to tackle these types of concerns, so you were definitely in great hands. Did you have any questions regarding the tech visit or any other service issues that I can help with? 

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

Visitor

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2 Messages

@user_9fdc7f​ 

I am very happy it all worked out fantastic for in your apartment where all wires are concealed. Unfortunately/fortunately my home was built with cable wires on outside of home and are accessible and are pretty new along with underground cable to their box which is on my property. As far as I know they say I have the updated modem, because I do have pretty fast wifi. 
I just went out and purchased $178.00 in new HDMI cables. So I do not skimp on quality, but, in return I do expect quality in what I purchase! 

New Poster

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5 Messages

@user_9fdc7f​ 

i have the exact same problem.  I have chatted online with 10-12 support people.  Have had 2 technicians out to house.  Just received a brand new tv box that xfinity mailed to me.  STILL SAME ISSUE.  TV picture randomly pixelates and sound randomly goes off for 3-5 seconds.  I have been a customer for over 20 years.  Very polite and nice support people but fact is the picture is unsatisfactory.  I’m worn out and guess I need to change providers.  

Visitor

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2 Messages

2 m ago

I am so glad to find that I am not alone in habing this terribly frustrating issue. Especially the part where you spend countless hours of your time trying to resolve an issue the the support team says doesn't exist. I dont pay pro-rated service fees for television, so I dont expect pro-rated service. I have been tolerating this pixeling issue for months and have been repeatedly told that everything is testing out just fine. It started out with only local broadcast channels, and has now escalated to all channels and so severely thatbI cannot watch any live television at all. I hate to call customer service anymore because even after being told multiple times that my issue is being escalated and hours later getting a txt msg that the issue is resolved when it isnt is beyond frustrating. 😕

Visitor

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1 Message

1 m ago

I've been having the same issue, Comcast came out, still the same issue after that, pixeling,  skipping and freezing.  I have chatted, called, restarted, system refresh and now they are sending me a new dvr,  so beyond frustrated!!!! Does anyone know how to fix this?

Official Employee

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304 Messages

Oh no! Extremely sorry for any issues with the services @USER_57A786. Please allow us to investigate and get this figured out.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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

 

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

Visitor

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1 Message

1 m ago

Having the same issue with both streaming and live TV. Have reset and refreshed the system several times a day and swapped out the system. Neighbor has had the same issues. Poor quality. Service is hit or miss and very frustrating. Was told to turn on the signal to monitor. It is just a reminder that the signal is low or non existent. Hoping it would clear up, but no such luck. Tired of wasting my $$$. 

Official Employee

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227 Messages

@user_0475e0 Thanks so much for taking the time to reach out to Xfinity here on our Community Forum.  We want to make sure that we get this taken care of for you. We fully understand the need for services that are reliable and working at all times. To get started, can you please send us a private message, including your full name, and your full address? You can do so, by clicking on the chat icon, in the top right-hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then give you the ability to send us a message. Thank you in advance, and I look forward to speaking with you! 

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

Visitor

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2 Messages

3 d ago

Did anyone with all these issues of pixilations, freezing, blacking out, flashing on and off change their tv or hook the box up to another tv and see if it was the actual tv? I’m having all these same issues and they started with an upgraded new X1 box so I took it in and exchanged it. Same thing was happening with the new box so I went back for yet another box and they said to have a tech come out, so I did. He ran diagnostics and found nothing. We hooked the box up to another tv and had no problems and realized it was the tv that was having problems, not the box. We paid the have the original tv looked at and repaired. We were told it was the HDMI board or something like that. Got it home and the dang thing kept on with the same issues. I dont Know if the box is too advanced for the original tv we have or what, but the two are just not compatible and it’s pissing me off. My parents recently upgraded their X1 box as well and their tv and box are doing the same exact things. I don’t get it. 

Visitor

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1 Message

2 d ago

I'm having the same problem and it's with ALL channels. When I just had someone here last month for something else, it took hours on the phone and multiple calls. No one should dread having to call their cable company, but it also shouldn't be this difficult. Clearly there's a problem if this many people are having it for 9 months now from what I can see. Has anyone found a resolution? My box and cable are brand new.

Visitor

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2 Messages

@user_8e2c22​ I took my box back to the Xfinity store today and spoke with an amazing rep who said the newest X1 box I had was the most advanced box and too much for my old tv after I told her all the things I had tried. I told her I kinda had that feeling myself. She gave me an older box and I’ll be dang if I hooked that box up and haven’t had a single problem tonight. (Knock in wood LOL) I dont have a super old tv or anything, but it probably is about 6 or 7 years old. So if you don’t have a fairly new tv, like a year or two old, I would Take the box to the store and ask for an older model. 

Official Employee

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373 Messages

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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
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