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user_3f99d7
20th Anniversary celebration
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7 Messages

Saturday, May 20th, 2023 2:06 AM

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Pixelation Running Comcast Speed Test or Using Internet

Running XfInity assist speed test causes pixelation and audio blips on TV. Stops when test it done. I can go to Amazon.com or a webpage which has a lot to download using iphone, IPAD, PC, Wifi or connected directly to Router over ethernet and can make the issue happen simply by reloading webpage over and over. Comcast Tech came out, swapped cables to boxes, swapped out both the XB6 and the XG2V2 (replacing with another XB6 and XG2V2) and nothing resolved issue. All diagnostic pages show no issues. If I disconnect the XB6, there are no issues at all. It is like the XG2V2 is seeing "noise" or something on the line whenever data downloads over DOCSIS to the modem. 

I saw this thread about checking upstream levels in modem but I didn't see what the resolution was.

https://forums.xfinity.com/conversations/x1/tv-pixelation-when-running-internet-speed-test/602daf4bc5375f08cd07052a?page=2

All the Upsteam values I see under "Connection->Xfinity Network->Upstream Channel Bonding SNR values are right around 50dBmV.

Question

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Updated 

2 years ago

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CCAbbie

Problem Solver

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1.4K Messages

2 years ago

@user_3f99d7 Hello, I can help troubleshoot with you. 

 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.

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user_3f99d7

Visitor

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7 Messages

2 years ago

Thanks let me know what info to collect from the box or the network. Internet speed is excellent at 950 Mbps (118%-120% of plan), 

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CCAbbie

Problem Solver

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1.4K Messages

@user_3f99d7 Can you send us a private message, so we can check out your signal levels on our end?

 

To send the requested information:

  • Click "Sign In" if necessary
  • Click the "Direct Message" icon or https://forums.xfinity.com/peer-to-peer-chat
  • 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

I no longer work for Comcast.

2 years ago

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