Video and sound cutting out

Periodically sound and sometimes video cuts out. All tvs affected ...

That happens when the signal for the channel you are trying to watch is too weak or has too much noise. This might be because of a bad cable box or a problem at Comcast (check https://www.xfinity.com/support/status/, 1-800-Comcast voice response, or the "Xfinity" app) but is most likely due to a poor connection between the box and Comcast's network, usually in or near your home.

Troubleshoot by checking all connectors for corrosion and tightness, and by looking for damaged coax cable. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power. You might also try unplugging the cable box/DVR/digital adapter power cord for a minute or so.

If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. Ask them to check the account setup and send a refresh signal to the box. If they can't fix the problem remotely, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx. $100) unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast cable box/DVR/digital adapter or anything outside your home, you shouldn't be charged.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

@jellyjar1 Thank you for taking the time to reach out to us here on our Xfinity Forums. I can definitely appreciate how frustrating it is to have audio and sound cutting out. Can you tell me what type of troubleshooting steps you've already taken, such as checking that the coaxial lines are secure, (I know it's all TVs, but we still have to confirm the basic steps have been done.) making sure that the HDMI cables are secure at both cable box and TVs as well as using the Xfinity app to perform troubleshooting. The app will actually send signals to the box to diagnose and often this will resolve most issues.

Additionally, is this happening on specific channels or programs? Live TV, On Demand or DVR recordings? The more information you can provide the better we will be able to assist you with finding a lasting resolution. 

Xfinity cuts out every 30 seconds when you’re trying to stream radio station like WRT I Philly or WQXR New York. It doesn’t seem to matter what the station is if it’s a sound stream it cuts out. Video seems to work fine with the exception of FaceTime, which cuts out almost every 30 seconds.

My box is fine. My connection is fine. The speed of the stream is fine when it’s streaming it just keeps cutting out. I’m glad to know I’m not alone - it’s obviously a endemic Xfinity problem that really needs to be fixed.

Contacting customer service is a nightmare. It takes about 40 minutes to get to human and then they don’t know what to do so they transfer you and that happens multiple times and you have to start all over from the beginning with each person and then it’s not resolved it’s a nightmare.

So I’m posting here.

OMG now WHYY philly is cutting in and out about every few

sentences!!!!  I’m going to shop

for an old

school radio but I shouldn’t have to.

this does not happen when i use my cell as a hot spot -

it’s not

xfinity