pausing, pixelating, freezing, sound drops for several seconds

Thank you very much for your reply and I appriciate that you were able to forward along my concern.  I was contacted by a local rep today.

I wouldn't consider the issue I'm seeing as major, and I'm still trying to troubleshoot from my end to provide the best information to Comcast.  But hopefully any information I can provide may help to get to the root cause of the issue.

I can say that today is the 1st day in atleast a week that I haven't seeing the freezing issue occuring.  It could be a coicidence, but I'm wondering if it may have even been resolved today?  I'll continue to monitor to see if it comes back

Thanks again

@MakeESPNwork 

Sounds like in your case the issue may be outside of your home. There is no charge if the issue is determined to be with our equipment or originating outside your home.

Thanks for your patience. 

Comcast Gurus on this thread - is it possible this is a wide spread on the source end of things issue?   Not even Comcast but the feed they are seding you?  Several people on here have similar complaints, and a quick google search shows people on multiple cable and satellite providers with the same compliant.

And to be more accurate – I shouldn’t have said pixelating, the others are correct that it is really a freeze in picture and sound, then jump to a few seconds later.

Same problem here, also in Hermitage, TN.  Yesterday's football game was almost unwatchable and not only because the Titans played so poorly! Problem here is primarily with the local channels.  It has gotten worse since the last two "planned outtages" in this area.  We are also seeing very brief intermittant outtages of our internet connection.  When logging on to "my account" it will oftewn report cannot connect to yout device".  Refreshing the page usually results in "everything looks ok".

I am not sure where you are but we are having a bunch of pixelation and audio dropouts here in Hermitage, TN. I first talked to my neighbor across the street and he is also been having these issues for over a week now like me. Then someone started a thread on nextdoor and neighborhoods all around me are having the same issue. I am getting tired of the pad answer "An outage has been detected in your area" . I have signed up for the text for when the outage has been cleared. After I get that it still is not cleared. Very frustrating for me and everyone around here.

@GadgetBuilder 

Apologies for the issue and the experience that you described above.

Pixelation and audio-video dropout issues (freezing) are almost always related to local or individual signal or connection issues. The issue can occur on a single channel or multiple channels due to the frequency or frequency range that the channel is delivered on. Changes in temperatures can also aggravate the issue.

Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue.

I have asked that someone on our TN team review your account so that we can start the troubleshooting process and get this resolved.

Based on a cursory review of your account, there are some out of spec signal level issues impacting your service.

A technician visit may be required so that the signal levels can be reviewed and adjusted if necessary. There is no charge if the issue is determined to be with our equipment or originating outside your home.

Thanks for your patience.

@jandj 

Apologies for the issue and the experience that you described above.

Pixelation and audio-video dropout issues (freezing) are almost always related to local or individual signal or connection issues. The issue can occur on a single channel or multiple channels due to the frequency or frequency range that the channel is delivered on. Changes in temperatures can also aggravate the issue.

Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue.

I have asked that someone on our TN team review your account so that we can start the troubleshooting process and get this resolved.

A technician visit may be required so that the signal levels can be reviewed and adjusted if necessary. There is no charge if the issue is determined to be with our equipment or originating outside your home.

Thanks for your patience.

To get an idea of what signal levels my TVs would be getting I log into my model gateway at 10.0.0.1 and go to connections - Xfinity Network and look at the downstream SNR on all the channels.

Right now those are all around 40. The other day when my neighbor and I were having the really bad issues they were between 25 and 30. I am curious what they will be around 5PM today when the problem seems to be the worst each day.

same here!   was ok for a while, doing it last night and this morning

@ComcastTeds  - don't you think it is odd that different peol;el in differnt parts of the country are having the same issue at the same time?