video disruption

Hello All,

I have a very annoying issue that I hope someone can help with. Seems to happen mostly at night, but can happen during the day as well. On our local channels, ABC,CBS,NBC,FOX,the video will be disruptive and distorted so bad that you can't watch. This only happens on the channels I've listed. All other channels don't have any issues. This doesn't happen all the time either. So trying to figure out what is happening is very frustrating. Audio is fine, just the video has the issue(s).

I don't know if this is caused by the WIFI signal or not. Speed on computer is 300Mbps and showing excellent signal strength. Cables on equipment are all tight and secure. Restarting/rebooting the equipment has no affect. I can provide additional information if I know what to look for! Maybe a setting on the modem needs changing?

Please Help

Responses

XfinityRoberto

Official Employee

•

1.7K Messages

2 years ago

Hi there @lovemypets and welcome to Comcast. Thank you so much for reaching out to us today about your service issues. You are in the right place and we are happy to assist you today. Are you having this issue on our Xfinity Stream App our do you have our X1 TV box?

2

0

lovemypets

Regular Visitor

•

10 Messages

@XfinityRoberto This is on our X1 TV system

2 years ago

0

XfinityArmand

Official Employee

•

2.1K Messages

Thanks so much for the clarification @lovemypets. We are glad to take a closer look at what is going on for you. In order to do so, we are going to need to access your account in order to get to work. Please feel free to shoot us a private message with your full name and service address so that we can get started.

To send a "direct message" / "private message" message to Xfinity Support:

• Click "Sign In" if necessary

• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging

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

• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

• - An "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

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2 years ago

0

X1

lovemypets

video disruption

XfinityRoberto

lovemypets

XfinityArmand

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