Intermittent Video Issues Affecting Some Customers

Has this been resolved?  I am still getting sound drop-off, picture turning black for a second or two and pixelating.  My X-1 box was swapped out three years ago, so is it time to swap again or will the firmware update solve the problems?

Phone support was of no help.  Lots of, "gee, I don't know" and "I guess that might work" answers.

My problem was finally fixed by a technician visting my house. I availed myself of all the remote options, but no solution.  My problem was the line from to my house from the street box. I'll be getting another visit by the crew that can thread it though the underground pipe. It's temporarily above ground. 

Mine was an amplifier problem at the street.  It was fixed the day the tech came out.  He did have to call out the other techs that handle that part but they had it fixed within an hour.

Hello jscamp. Thanks for visiting and posting on our Forum. I can assist with further troubleshooting your intermittent video issues. To get started, please send me a private message and include your full name and service address so I can assist you.

Ok, lots of moving pieces, so I'm not sure just exactly which one worked or whether all of them needed to be done to solve my intermittent outage issues.  I scheduled a line tech to come out to check the outside wiring.  The tech found no squirrel feasting signs and received acceptable signals both at the pole and at the junction box outside my house.  Thus, the outages were not squirrel, vole, or worm related.  (Remember buried line.)

The tech then checked the connections inside my house and swapped out the amplifier for a current model.  He noticed that I had more than four TVs in the house but only had one DVR box.  He stated that I might have an issue with that many TVs and not enough tuners for viewing or recording so he swapped out a small HD box for a DVR-ish box that has four tuners inside but does not have the clock on the outside.   We then had 8 tuners total - four in each box. Thinking all would be good, he left.

About an hour or so into test viewing on various channels, the problem was still there.  I disconnected the HD box that was attached to the TV we watch the most and went to an Xfinity store and asked for a replacement.  I installed the replacement HD box and power supply and it slowed the problem but we still had the black-outs and sound drops. 

On a whim, since it came with the new HD box anyway, I swapped out the HDMI cable with the new one even though it looked like it had less shielding than the casing of the one we were using.  The wire gauging was the same, so I felt it should be OK.  Low and behold, the problem became resolved and now two days later, we have yet to have any blips or sound drop outs.  Crossing fingers, toes, eyes, and whatever else, we hope the problem is now premanently resolved.

Soooo, was it the amplifier?  Not enough tuners?  Bad HD box?  Bad HDMI cable?  Who knows?  All I know is that the problem has gone away for now.

That's our litany.  I hope yours ends as well.

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@jewelsrewels wrote:
This thread says the box issue creating black screen resolved however I upgraded to a new box in August and encountered this issue. Just shelled out $65 to TV repair guy only to be told the TV is working just fine when off the box. Should I swap to another box? Thx.

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the normal fix is to pull out the HDMI cord end and reinsert feeling and hearing the 'click' as it locks in. do this on both ends. 

The "official" resolution does everything but tell us to put rabbit ears back on our TV. I have a 4k UHD tv. I pay for an Xi6 (and an Xi4) to go wireless. The picture freezes and the surround sound channels cut in and out. It is NOT my surround system so don't blame them. My speeds, at times, are 1Mb/sec download! 

Xfinity's data speeds may be to blame for the problem. 

We still are not able to start our Vizio Smart TV (4 or 5 month old) on its highesrt resolution. We've turned off the "best available resolution" option. We are now starting up in 1080p60 HD. If we start in a higher resolution, the tv picture flashes on and off, sometimes for 15 minutes. We can shift to higher resolution after starting in 1080p60, but that's a pain.

Any idea when ther will be a patch so that we can start in 2160p60 4K UHD?

Our x1 box is an Xi6-A  modelAX061AEI

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@BeesCatDog wrote:

We still are not able to start our Vizio Smart TV (4 or 5 month old) on its highesrt resolution. We've turned off the "best available resolution" option. We are now starting up in 1080p60 HD. If we start in a higher resolution, the tv picture flashes on and off, sometimes for 15 minutes. We can shift to higher resolution after starting in 1080p60, but that's a pain.

Any idea when ther will be a patch so that we can start in 2160p60 4K UHD?

Our x1 box is an Xi6-A  modelAX061AEI

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do you have the set top box's HDMI connected directly to the TV's HDMI1 or HDMI2 port (see TV manual for correct port)? do you have power save turned off on the set top box? do you have CEC turned off for the set top box? 

Thank you RustBen!

That seems to have worked!

Thanks awesome, BeesCatDog! Thank you for letting us know that it worked for you.