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Heavy Pixelation

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Contributor

Heavy Pixelation

Cable television has very heavy pixelation.  Seems to be on the higher-numbered channels (local channels with lower numbers aren't as bad).  Have tried all of the suggested self-fixes listed (checking connections, system restart, system reboot) but problem has not been corrected.  I was previously using a CableCard with a TiVo, and the pixelation was not nearly as bad.  Upon switching to an X1 box, it seems like the pixelation has gotten worse.  The box on the outside of my house (where the cable comes off the telephone pole to my house) has "SUSCOM" on it and Suscom was bought out by Comcast at least 15 years ago.  I believe the issue is with the wiring coming to the house, which is something that I can't fix.  Is there any way to schedule a technician to check on this?

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Expert

Re: Heavy Pixelation


@Baundy wrote:

Cable television has very heavy pixelation.  Seems to be on the higher-numbered channels (local channels with lower numbers aren't as bad).  Have tried all of the suggested self-fixes listed (checking connections, system restart, system reboot) but problem has not been corrected.  I was previously using a CableCard with a TiVo, and the pixelation was not nearly as bad.  Upon switching to an X1 box, it seems like the pixelation has gotten worse.  The box on the outside of my house (where the cable comes off the telephone pole to my house) has "SUSCOM" on it and Suscom was bought out by Comcast at least 15 years ago.  I believe the issue is with the wiring coming to the house, which is something that I can't fix.  Is there any way to schedule a technician to check on this?


pixelation issues: first check your cable box coax connectons to see if tight and properly attached. (moved equipment lately?) If all seems ok a tech will need to check out the signal coming to your home. there may be bad signal or high noise or both.



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Official Employee

Re: Heavy Pixelation

Greetings, @Baundy! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day. I apologize to hear you are having issues with the higher number of channels. I would like to look into this for you and we need to, get a tech out there. Can you please send me a PM with your first and last name so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.


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Contributor

Re: Heavy Pixelation

Comcast tech came to the house yesterday and fixed the issue.  The heavy pixelation was occurring on the channels that had  a low frequency (TLC, Food Network, etc.) NOT on all of the channels.  After some troubleshooting, he was able to determine that the line going from the box on the outside of my house into the home was not the correct cable.  Looks like when the cable was originally installed (many, many years ago), they just used the wire from the old TV antenna instead of installing a proper coaxial cable.  Once the correct cable was installed, all channels started working properly.  Greatly appreciate the quick response time!

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Official Employee

Re: Heavy Pixelation

I'm glad I was able to assist you, Baundy. If you ever need further assistance don't hesitate to reach out to us.


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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.
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