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Continuing Comcast X1 TV pixilation problems and screen freezing

Frequent Visitor

Continuing Comcast X1 TV pixilation problems and screen freezing

I am having continual problems with X1 TV picture pixilating and freezing.  This occurs on ESPN channels, NESN, NBCSN, etc. and I am sure on others that I don't watch.  Probelm is worse in the evenings but can happen anytime. Problem started about a year ago and I had a service technician visit.  He confirmed signals were low but all he did was swap out the cable box and that did not solve the problem.  Problem was not so bad in the fall but then this winter it started back up again.  Called customer support and they sent a technician to check outside connections and scheduled a followed up home service visit.  When technican arrived at my house he immediately said this was a known problem and he could not fix it.  He said outside connections looked good.  Said they knew about it last summer and then it went away so they hoped it was gone but now it had come back and they were getting a lot of complaints.  He confirmed signals were low and swapped cable box and said when it gets real bad to watch in standard defintion.  NOT what I am paying over $250/month for!  Problem occurs on 2 different TVs with different cable boxes.  I can't understand why this has not been fixed when it is a known problem that has existed for over a year.  I responded to the recent survey that specifically asked about pixilation problems, etc. which further confirms this is a known problem and is not something to do with connections, etc. in my house.  Please help.  I have never seriously considered switching to FIOS but if this problem is not fixed soon I may have to.

 

I seem to have some erratic internet issues too where I will briefly lose internet.  Did a spped check and download rate is in the 50's and upload rate in the 5's.

Expert

Re: Continuing Comcast X1 TV pixilation problems and screen freezing


@ddshepard wrote:

I am having continual problems with X1 TV picture pixilating and freezing.  This occurs on ESPN channels, NESN, NBCSN, etc. and I am sure on others that I don't watch.  Probelm is worse in the evenings but can happen anytime. Problem started about a year ago and I had a service technician visit.  He confirmed signals were low but all he did was swap out the cable box and that did not solve the problem.  Problem was not so bad in the fall but then this winter it started back up again.  Called customer support and they sent a technician to check outside connections and scheduled a followed up home service visit.  When technican arrived at my house he immediately said this was a known problem and he could not fix it.  He said outside connections looked good.  Said they knew about it last summer and then it went away so they hoped it was gone but now it had come back and they were getting a lot of complaints.  He confirmed signals were low and swapped cable box and said when it gets real bad to watch in standard defintion.  NOT what I am paying over $250/month for!  Problem occurs on 2 different TVs with different cable boxes.  I can't understand why this has not been fixed when it is a known problem that has existed for over a year.  I responded to the recent survey that specifically asked about pixilation problems, etc. which further confirms this is a known problem and is not something to do with connections, etc. in my house.  Please help.  I have never seriously considered switching to FIOS but if this problem is not fixed soon I may have to.

 

I seem to have some erratic internet issues too where I will briefly lose internet.  Did a spped check and download rate is in the 50's and upload rate in the 5's.


what you describe is not what I've seen when an in-house technician arrives. they come in with their 'box' and connect to the outlets and the box scans each television frequency looking for issues that for example will cause pixelation. there is no 'known' problem unless perhaps it is a note (your area connected to the same Comcast external (to your home) equipment. If that doesn't sound like the type of tech you have had in your home you might call in to 800-Comcast and ask for an in-house Comcast technician.



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Frequent Visitor

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

I did have an in-house technician at my house.  But right away he said the problem was not on my end that he could not fix and that many other people are having the same problem and complaining.   He did evaluate my signals and confirmed they were faulty. That is why I (and the techician) say it is a problem that Comcast is aware of and has not yet fixed.  

Expert

Re: Continuing Comcast X1 TV pixilation problems and screen freezing


@ddshepard wrote:

I did have an in-house technician at my house.  But right away he said the problem was not on my end that he could not fix and that many other people are having the same problem and complaining.   He did evaluate my signals and confirmed they were faulty. That is why I (and the techician) say it is a problem that Comcast is aware of and has not yet fixed.  


I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.



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Frequent Visitor

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

Thank You!

Official Employee

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

ddshepard, let's check out the root issue that causes the pixelation. Please send me a private message with your full name, address and phone number tied to your residential services for help. Just click my name and then click private message me.


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New Poster

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

Has there been a fix for this problem yet? I’m watching red sox on NESN and it is happing all of the time.

Expert

Re: Continuing Comcast X1 TV pixilation problems and screen freezing


@Jolilabr wrote:

Has there been a fix for this problem yet? I’m watching red sox on NESN and it is happing all of the time.


does a smart device or desk/laptop play the channel normally? what you describe is low signal levels or high noise levels or both (check connections,). if you can't find the problem a home visit may be necessary to fix the problem. it could be on the cable before it enters your home. 



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Frequent Visitor

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

The problem was the cable between street and my house.  It took 4 visits going back over a year before a technician decided to take a look at it.

Highlighted
Frequent Visitor

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

That was my problem.

Frequent Visitor

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

I have the same problems with the pixilation and freezing. A tech acme 3 times and finally replace the underground cable from the pole to the house. Still the same. Another tech came and said he would put in a work request to find and fix the problem coming to the pole. 3 months gone by and nothing but runarounds from comcast. So far everything has been replaced from the poll to the tv. And It's still  the same.

Frequent Visitor

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

I think I will be moving on to another company. 


@lpiere wrote:

I have the same problems with the pixilation and freezing. A tech acme 3 times and finally replace the underground cable from the pole to the house. Still the same. Another tech came and said he would put in a work request to find and fix the problem coming to the pole. 3 months gone by and nothing but runarounds from comcast. So far everything has been replaced from the poll to the tv. And It's still  the same.


 

New Poster

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

We live and Maryland and have the same problem. It’s most noticeable on the HD channels – TLC, Food Network, HGTV, and the Travel channel. We had several technicians come out and they confirmed that it is not our house wiring. The problem is at the junction box in our neighborhood. The local line supervisor and local Xfinity store manager are aware of it but, won't give me a status update. It's very frustrating!

Frequent Visitor

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

I live on Cape Cod, Mass. I have spoken to people in my area (not all in my neighborhood) with the same problem with no help from comcast. One of the customer service persons I spoke to has the same problem (this person is about 50 mile from me) I am frustrated as is everyone else I spoke to. I was starting to think that because I can't get results, I should live with it. But for more than $200 a month, I should be getting more. My next move is to change cable suppliers.

Frequent Visitor

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

I also think that the design of the DVR might be some of the problem. I notice the bigest distortions on recorded or paused and restarted programs. I have replaced the box twice and did many restarts. All programming goes through it. Could this be the problem and not all this other try this and try that stuff? I wish someone at Comcast would look at this.

New Poster

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

Has anyone found out a fix for this? ive been dealing with this for over 2 months and 2 tech visits.. they replace the underground line which did nothing. my house is only 1 year old. i have only 3 tvs and it happens on everyone of them. this is getting extremely frustrating.

Silver Problem Solver

Re: Continuing Comcast X1 TV pixilation problems and screen freezing


@jcan2020 wrote:

Has anyone found out a fix for this? ive been dealing with this for over 2 months and 2 tech visits.. they replace the underground line which did nothing. my house is only 1 year old. i have only 3 tvs and it happens on everyone of them. this is getting extremely frustrating.


Are you in a service outage??

https://www.xfinity.com/support/status-map/

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New Poster

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

no i am not.. they replaced the underground wire outside and something else outside and im still having the issues, ive already swapped out my main box, still nothing. 

Frequent Visitor

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

I had this problem for months. Lots of service calls. Finally they sent a senior tech. Here replaced the underground cable and all of the connectors out on the pole. Then came in and replace the connectors on the splice connector in the basement. He then replaced the DVR with a different type (it has no clock). No clock is not a problem, but he original problem has been gone since then. I hope this helps.

New Poster

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

I have the same problem at my apartment and have had 2 techs out and say they can't fix it and there is nothing wrong with the connections, I think there is a problem and that Comcast should make an effort to fix this issue asap,  because it sounds like there is quite a few customers experiencing this issue .

Frequent Visitor

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

The senior tech said that the problem (in his opinion) was not in my home. It was with the input to the home. Just a side note... We were a bit worried the other day when we had the high winds because we saw some pixilation in a couple show we were watching, But the wind went down to less than 70 MPH and we haven't had a problem since. Also that same night, the wind caused all of the shows that were to be recorded to have a problem and we had to watch them on demand. So this tells me the tech was right and the reception is the problem. Keep after them and maybe you will be lucky enough to get a tech with experience enough to find the problem.

New Poster

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

Having constant problems with pixilation and intermittent slow or dropped internet. Techs have been out twice and are coming back a third time. I never had a problem until about 6 weeks ago - mybe because I was a new customer. This is rediculous - I am paying over $100 a month - not getting what I pay for and only receive insulting $10 or $20 credits? That means comcast is netting the difference yet not providing adequate service. Would you allow constant failures from someone working on your car? Apparently I'm not supposed to get upset if the internet drops once or twice a day or if I cant watch TV? This is a cronic problem being expressed by many consumers accross the web. Where are the watchdogs  and regulatory agencies Why is this allowed to continue? 

Official Employee

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

CjF1234 thanks for posting about your reception and service issues. Appreciate you taking the time to keep us up to date on what's going on. It sounds to me you are experiencing some signal issues probably from signal leakage or egress on the line outside your home. I'd be happy to take a closer look and follow up with you after your appointment. Please send me a private message with your full name for assistance. 

 

Ken


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New Poster

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

I’m having the same issue too. In Maryland also. Tech said it’s my box changed the box and still the same
Official Employee

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

I’m having the same issue too. In Maryland also. Tech said it’s my box changed the box and still the same

Rapidcruzer, thanks for taking the time out of your busy schedule to let us know about your reception concerns. Did the tech check out the line outside of your house during the visit as well? Are you seeing screen freezing and pixelation on select channels? 

 

Ken


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Re: Continuing Comcast X1 TV pixilation problems and screen freezing

I am another Maryland customer with the pixellation issue.  I have been through countless technicians at different times over the last 19 years.  Former problems involved losses across splitters and other problems induced by the former homeowner.  Later, there were various connector and cable issues (RF leakage induced noise)  and ultimately major issues were traced back to the local feed at the pedestal involving a failing RF amplifier.  As the service went to higher frequency for my Internet service and HDTV support, the problems became and are much worse in recent months, particularly for HDTV channels like Food Network, HGTV, and others.  I am sure there are others.  When I monitor the Internet speeds, I see that it is often throttled back, too.  I have seen 400 Mbps  down to 50 Mbps.  In the past, they have resolved the problem after several visits involving technicians with successively better troubleshooting, analysis, and solution skills.  However, problems inevitably recur, typically within a few months.  It seems to get progressively worse in the evening hours and the HD channels are particularly sensitive.

   FIOS is finally in the area and is a very tempting option, but I am hearing mixed reviews on their support.  I have to have Internet access for my job.  Lately, I have just been ignoring the problem because I hate dealing with Comcast support.  Their answer is always the same - reset the box, refresh it, check cable connections, and other standard nonsense.  I call support after I have exhausted those options and they want to waste time repeating the steps l’ve already taken. 

 

Now they want to charge $79.99 to send someone out to fail to fix problems of their creation.  Any ideas or good contacts?  I am basically toast.

Frequent Visitor

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

After going through all of the usless things that you went through, I finally got a senior tech to come out. He replaced the underground cable from the pole to the house. Also replaced all of the connectors inside and out. When he tested it, he found there was still a leakage. He replaced the box with another that doesn't have a clock on it after asking if I need it. I cab do without a clock if the pixalation goes away. I haven't had a problem since. 

It seems that getting a different box, after replacing the original type 3 or 4 times, did the trick. But what do I know.

Maybe the type of box? Maybe old cable and connections? Good luck.

Official Employee

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

badpentium, Appreciate you taking the time to let us know of your experience! It sounds like a lot of the issues you're seeing are pointing to outside line damage and possible egress. If the issue is on our end, we will not charge you for a tech visit! I'd really love the opportunity to turn this experience around for you. I'll check your signals at the premise and confirm any work going on in your area so we can get to the bottom of this. A lot of time pixelation comes from water damage on the line outside, so we can also get a tech out there to address that as well as necessary. 

 

Please send me a private message with your full name for help. Just click my name and then on the next page, you'll see an option to send me a private message on the top right hand side.  

 

 

lpiere, glad your issues have resolved with the tech visit and the replacement of your box. It sounds like you got the xg1v4 4K DVR box? It doesn't have a clock on its face and is the only box of 2 that we provide that is 4K ready. 

 

Ken


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Frequent Visitor

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

Yes Ken,

That's the box. Also, like you had said, the tech sealed up all places that water could get into the line to the house. I think he nailed it.  It took many calls and box changes and tech visits but it is great not to have to think about it anymore.

Official Employee

Re: Continuing Comcast X1 TV pixilation problems and screen freezing

@lpiere

 

We're happy you don't have to think about it anymore as well. If you should happen to run into any more problems, let us know. We'd be happy to help however we can. 


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