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user_o5gj29d
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Saturday, December 11th, 2021 12:05 AM

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XG1v4 Pixelation

I have had Xfinity X1 service in the same location for 8 years.

Two days ago I replaced my older XG1 box with the new XG1v4.  I do not have a 4K TV, but wanted access to some apps that my old box did not support.

Since I have had the XG1v4 I have had issues with pixelation.  It happens during watching live TV and happens during watching recordings from the DVR.  Things will be fine for hours, but once it starts it happens every 2-5 minutes.

When I check Signal Strength through the Comcast Labs section of the UI I am getting 5 green bars and it reports Signal Strength as Good.

I do like the new box, and can now access ESPN+ on my TV - but I am wondering if there is a way to stop this pixelation.

Any thoughts on how to fix this?

Thank you!

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4 years ago

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Andyross

Gold Problem Solver

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8K Messages

4 years ago

Double-check the RF cable is properly tightened at both ends and not damaged.

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user_o5gj29d

Contributor

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22 Messages

@andyross I appreciate the suggestion.  I had tried that and in fact, also replaced the RF cable just in case that was the issue.

Thanks for your reply.

4 years ago

0

CC_Tony

Retired Employee

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1.4K Messages

@user_o5gj29d hello! I am sorry to hear that you are continuing to have issues with your reception. We would love to take a look at it to see what is going on. Please, send us a DM with your name and address so we can look things over from our end. 

 

Here's 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

4 years ago

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user_o5gj29d

Contributor

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22 Messages

I left a similar message on the Xfinity Reddit group.  I have been exchanging messages with the moderators and have a tech coming on Monday to check things out.

Thanks

4 years ago

0

CCStephanieK

Problem Solver

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909 Messages

How did the appointment go today, @user_o5gj29d? 

I no longer work for Comcast.

4 years ago

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