U

Visitor

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1 Message

Thu, Nov 24, 2022 12:34 AM

Xfinity Support

I'm having Pixelation problems. 

BruceW

Gold Problem Solver

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24.2K Messages

6 days ago

I'm having Pixelation problems. 

Pixelation 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 "My Account" 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, 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 ($70-$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.
XfinityJorge

Official Employee

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531 Messages

5 days ago

Hello @user_30fc70 thank you so much for contacting our Xfinity Support Team over our Forums. We are happy to take a look into this for you to have your TV working without the Pixelation. Is this happening on all channels or just certain ones? 

Visitor

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1 Message

@XfinityJorge​ I had a technician to the house today to repair the cable to the house. It was unrelated to the pixelation problem, but he told me that the pixellation is a known issue and that it is being worked on, and that we should see improvement soon. I have a concern related to this. Try as I might, I could not find a way to report this issue by calling or onlne. It was agravating to try to navigate to automated call system and the chat bot. 

Official Employee

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608 Messages

Our Digital Care Team is available at any time, day or night, to answer any questions or concerns regarding your account. If you would like to take a look at the pixelation issue now, I will be more than happy to look at everything here for you. Will you please send our team a direct message with your full name and full address?
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