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user_kjh74
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Sunday, December 8th, 2024 6:09 PM

X1 Pixelation after system upgrade

Beginning 11/20/24 after several notifications on 11/18-19 of "no service" for system upgrades, we started getting heavy pixelation on all 4 TV's and all cable channels. But NOT on 3rd party apps (Netflix, Prime, Apple, etc). We've had 2 service calls: 1st technician said everything checks fine - good signal, etc. - and issue is on Xfinity's end. Seemed a bit better for a couple days, with occasional blipping. Then picked up again, had to watch NFL on Peacock app, as it was unwatchable on NBC cable channel. 2nd service call: technicians said they weren't quite done with system upgrades, trying to squeeze them in during non-prime hours, changed 3 of my boxes to wifi (instead of coax) to remove bad coax possibility, but still getting pixelation. 

So, if the problem is on Xfinity's end and it will be fixed "when" the network upgrade is complete, ok, but I still want to log my issue to keep it visible and unaddressed in the 'system', and would like some form of credit for poor cable service. Technicians were great, but the product they have to service is inferior, almost unwatchable at times. How do I log my complaint and request for credit? Thanks.

Question

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Updated 

8 days ago

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3

XfinityGabriel

Official Employee

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2.2K Messages

4 months ago

 

user_kjh74, Hi! Thanks for reaching out. I know it is important to get that pixelation fixed as I never experience issues when watching my favorite content too. I am sorry about this experience. We are a team of experts that can definitely look further into the upgrade concern. We can help. If you haven't signed up, we also have a great digital option where you can also receive updates on network enhancements easier at this link here. Please let me know if this helps.

 

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user_kjh74

3 Messages

Thanks, but that doesn't tell me how to request a credit for the poor, and at times, unusable, service. My neighbors are complaining of the same pixelation. We should not be paying for poor quality service.

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4 months ago

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XfinityBenny

Official Employee

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790 Messages

@user_kjh74  Thanks for adding to the thread. Credits for downtime can be requested right on our Status page. I found the link for you here https://www.xfinity.com/support/status. Sign in and scroll to the bottom for the form to submit for an adjustment. The Xfinity Assistant is also great to troubleshoot the TV service and ensure it is a clear image. It can also help schedule a tech if it is not resolved remotely. 

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4 months ago

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userz_Heather926

Visitor

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4 Messages

@user_kjh74​ I  received a credit for service interruption days while they were upgrading the system in my area on the Xfinity app. It will only credit for known service interruptions. I am, however, going to argue the pixelation issue with someone to get credit for that issue because it’s ridiculous!

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3 months ago

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XfinityDena

Official Employee

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3.1K Messages

@userz_heather926 I am sorry to hear of the issues you are having with your services. We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. Have you checked there yet? If no interruption, I want to make sure we are respecting your time and not repeat the steps you have taken previously. What troubleshooting steps have you taken? 

 

I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!

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.
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3 months ago

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userz_Heather926

Visitor

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4 Messages

3 months ago

Been dealing with the same issue. Apparently, recent system upgrades are causing it. As you stated, it doesn’t happen through the streaming apps which tells me I don’t have a connectivity issue. Secondly, I’m not the only one experiencing the issue in the area. It does make it near nearly impossible to watch television at times. Looks like it’s time for me to cut the cord to cable and go all in to streaming services. 

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user_kjh74

3 Messages

10 days ago

And the pixelation/dropout continues. Reseting the boxes does nothing. All the techs (3 people, 2 separate visits) said the problem is in the network, not my cable runs. Signal strength checks out fine. I have 3 wireless boxes and the "main" box is wired. All get the pixelation. This is really frustrating, to the point of looking into other options and dropping Xfinity. Please, FIX THE NETWORK! Sending another tech will do nothing other than take up everyone's time.

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XfinityAmandaB

Official Employee

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2K Messages

 

user_kjh74 Thank you so much for letting us know you have been having these issues. I do not see that we have assisted you directly recently, but for network issues that require repair, those requests are submitted by a field technician while on-site during a visit. Our maintenance team receives the request and then has to schedule time for repairs since most of the time, it involves taking the network in your area offline to complete.  We would be happy to any of those requests have been submitted for your issue. 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 chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

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.
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8 days ago

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