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Garble on television screen but not on streaming shows

JohnMatteson
Frequent Visitor

Garble on television screen but not on streaming shows

For nearly a month now I have been having interruptions on my regular television service. Screens pixelating (Garble), dropping to black. On shows recorded on the DVR they pixelate in the same place, if I backup and replay a show segment. On streaming to the computer, this does not happen.

X1 tech came out and replaced the X1 box and the coax from the wall to the box. Somewhat better quality picture, but it still pixelated. Called COMCAST tech support, the know nothing script reader told me to change out the HDMI cable. So I did, as suggested, with no change in results. 

I can't get past the IVR without having the X1 box rebooted, and then the phone tech (script reader) start a "troubleshooting session" that does nothing when he determines that the cable box is fine. I do not want to get into and endless cycle of troubleshooting visits, box replacements with each visit costing me 149 USD for the equipment and visit.

WHO CAN I CALL THAT WILL LISTEN TO ME, DO SOMETHING MORE THAN PUSH A 'REFRESH' BUTTON ON THEIR COMPUTER SCREEN, THROW UP THEIR HAND AND TELL ME THAT'S ALL THEY CAN DO?

Rustyben
Expert

Re: Garble on television screen but not on streaming shows

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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JohnMatteson
Frequent Visitor

Re: Garble on television screen but not on streaming shows

Thanks. I would have thought that the phone support would have had an escelation feature, but that does not seem to be the case.

ComcastMacey
Official Employee

Re: Garble on television screen but not on streaming shows

Good morning, and thank you for taking time to reach out through our Communities Forum page for assistance with your TV concerns! You've reached the right team to help get this resolved with you today. 

 

To get started, please send me a private message with your first and last name and service address so I can assist you. To send me a Private Message, please click my name “ComcastMacey” and click “Send a message”.


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!