Visitor
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2 Messages
Pixelating Picture
I got a new cable modem, Arris G36, which xfinity says it is compatible. Installed it and the picture started pixelating bad, and woudl actually go back for a few seconds. Updated connecting cables and splitter. Same issue. Changed to new x1 box today and same issue. Finally, disconnected the modem from the splitter and picture works. Through all of this, the internet was throught he new modem was fine, no issues. Need some help.
XfinityRay
Official Employee
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3.2K Messages
5 days ago
Hello, @user_eghzo9! Congratulations on your new Arris G35 modem! We appreciate the troubleshooting steps you have done from changing the cables and the splitter. With the service working fine with the modem unhooked, it sounds like there is a problem with the power level coming through the coaxial line into your home. I can run some tests to check the signals. If that is out of range and the troubleshooting does not fix it, we would set up a visit to have a technician adjust it.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
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EG
Expert
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113.3K Messages
4 days ago
@user_eghzo9 @XfinityRay
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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