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Intermittent Video Issues Affecting Some Customers

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Frequent Visitor

Re: Intermittent Video Issues Affecting Some Customers

Have they checked your outside line yet?

Please update the rest of us on ANYTHING that helps!

Thank you. Many of us are in the same boat

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Frequent Visitor

Re: Intermittent Video Issues Affecting Some Customers

Does this solution also work for the following issue: I recently upgraded my DVR box to the 4k version, and just today found that it has an auto-reboot that occurs every night. For the past couple of weeks, every morning when I turn on the TV (which is 1080p), the channel video is shoved off to the right. I can see the channel video, but it is just shoved off to the right, a little less than halfway across the screen, with a black area filling the remaining area on the left of the screen. If I change the channel, to any other channel, the picture resets and fills the screen like it's supposed to. But every morning, the same thing happens, and every morning, I have to change the channel just to make the picture fill the screen again. This has been extremely annoying!

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New Poster

Re: Intermittent Video Issues Affecting Some Customers

I'm new to Xfininty. I had Direct TV for the last 14 years. My first 2 months with Xfininty have been nothing but intermittent black screens. It doesn't matter if it's DVR, netflix or live TV. Anythiing through the cable box has this problem.

WHEN IS THIS GETTING FIXED??? I'm ready to pay the early cancelation fee and go back to DirectTV

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Expert

Re: Intermittent Video Issues Affecting Some Customers


@scirocco78 wrote:

I'm new to Xfininty. I had Direct TV for the last 14 years. My first 2 months with Xfininty have been nothing but intermittent black screens. It doesn't matter if it's DVR, netflix or live TV. Anythiing through the cable box has this problem.

WHEN IS THIS GETTING FIXED??? I'm ready to pay the early cancelation fee and go back to DirectTV


describe your wiring? is the x1 connected directly to your TV? to HDMI 1 or HDMI 2? have you unplugged the HDMI connector ends and press in again feeling and hearing the 'click' as it locks into place?



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Regular Visitor

Re: Intermittent Video Issues Affecting Some Customers

Was the fix deployed?

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New Poster

Re: Intermittent Video Issues Affecting Some Customers

Mine shows 117.1.1
I did notice that I set the box to 4K the other day and today when I check again it defaulted to 1080p
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Regular Visitor

Re: Intermittent Video Issues Affecting Some Customers

My XG1v4 4K box took the new update to 117.1.1 dated August 6 and I still have the same problems of the box defaulting to 1080p each time I shut the tv off for a period ranging from 15 minutes to overnight.

 

Leaving my 4K capable TV at 1080p still continues to  start with a tv screen that slowly begins with 1-2  flashing thin horizontal line(s) and the longer TV is on, moves into a flashing partial screen, and the longer I watch, the worse it becomes until the flashing is so frequent(sometimes more than once a second)

 

This eventually leaves the TV unwatchable in the default 1080p as ever larger portions of the screen intermittantly flashes. 

 

Changing the resolution to 2160p 4K clears up this issue,  the X1Gv4's menu shows TV is 4K capable and the resolution is available.  It's not an HDMI cable, as using 4K clears up the issue, seems more like HDCP issue. I was running this exact system prior to the June update without this problem.

 

I read on another posting, that since these recent updates, older X1 boxes that supported component video out have been broken as well by recent updates, with a black screen being displayed, and only sound.

 

 

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New Poster

Re: Intermittent Video Issues Affecting Some Customers

I've tried this and it's still pixelating.  I've tried to contact Xfinity and all I get is the stupid troubleshooting, I run through troubleshooting and it doesn't fix it and I can't get a person or appointment.  What's the secret?  My nextdoor neighbor is having the same problem!

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New Poster

Re: Intermittent Video Issues Affecting Some Customers

Mine is exactly the same CBS is the worst.  Doesn't do it at all on Netflix or Amazon Prime

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Regular Visitor

Re: Intermittent Video Issues Affecting Some Customers

I have the problem mentioned at the end of your post, after a firmware update, I can no longer watch on demand or DVR recorded content over coax out. All live channel content works. Had Xfinity tech out, replaced with brand new HD receiver (same model I had), and no difference. He called manager and I was told to switch my receiver to 720 before watching, tried, it works. Well, it worked... tonight wife tried to watch an on demand and picture disappeared.
I checked and verified box set to 720, then tried watching a weather channel recording from recent hurricane... Black screen. Even at 720p now locks receiver with no output, have to restart it to get anything on my remote 6yo 50" Sony Bravia.... Not acceptable to try watching a recording I recently made and be forced to restart Xfinity new model Arris HD box. 2160p 4K is beautiful. My box worked perfectly a month ago, only possible change is a firmware update now messing up the coax out for any playback of streaming content... Afraid someone decided to block on purpose like I am some bar running movies on boxes all over my bar... wrong, been a residential Xfinity customer as far back as 2013.
Hope they fix soon.
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New Poster

Re: Intermittent Video Issues Affecting Some Customers

I had a tech come out to fix my intermittent video issues.  He came in and showed him and alos told him my neighbor had the same issue which never happens on Netflix.  He went out to the street and said we were on the same port but the amplifier was making a noise it shouldn't.  He called out the crew that works on that and it was fixed with in an hour.  The only way I got help was calling 1-800-266-2278 and I had to google to get the numer.  I told them I have been through all of their  troubleshooting and wasn't going to do it again.

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Regular Visitor

Re: 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.

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New Poster

Re: Intermittent Video Issues Affecting Some Customers

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.

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Contributor

Re: Intermittent Video Issues Affecting Some Customers

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. 

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Regular Visitor

Re: Intermittent Video Issues Affecting Some Customers

I have a buried line, so any problem would be at the top of the pole. I guess the squirrels could have been hungry and decided to feed up there, but I have not called for an inspection. Perhaps I will.
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Official Employee

Re: Intermittent Video Issues Affecting Some Customers

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.


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Regular Visitor

Re: Intermittent Video Issues Affecting Some Customers

Could you please share this info in the public forum as these complaints have been going on for months
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Regular Visitor

Re: Intermittent Video Issues Affecting Some Customers

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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New Poster

Re: Intermittent Video Issues Affecting Some Customers

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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Expert

Re: Intermittent Video Issues Affecting Some Customers


@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.

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. 



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New Poster

Re: Intermittent Video Issues Affecting Some Customers

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. 

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New Poster

Re: Intermittent Video Issues Affecting Some Customers

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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Expert

Re: Intermittent Video Issues Affecting Some Customers


@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


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? 



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New Poster

Re: Intermittent Video Issues Affecting Some Customers

If it makes anyone feel better I’ve been fighting with this for 7 years
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New Poster

Re: Intermittent Video Issues Affecting Some Customers

Thank you RustBen!

That seems to have worked!

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Official Employee

Re: Intermittent Video Issues Affecting Some Customers

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

 


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New Poster

Re: Intermittent Video Issues Affecting Some Customers

i pay a lot of money each month for you toprovide a service.  should be no excuses, get it fixed or its over to fiber optic for me

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Official Employee

Re: Intermittent Video Issues Affecting Some Customers

Hi @navy97

We appreciate your feedback. We'd hate to see you go. I'd be happy to investigate your issues and see if there are any offers that would help lower your rate for the services you want. Can you send a private message? To send a private message, click on my name, "ComcastChe," and then click send a message. Please include your first and last name and address. 


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Frequent Visitor

Re: Intermittent Video Issues Affecting Some Customers

UPDATE...
1)  Per our bill, we DO have X1
2)  Last week hubby got a new box just for the non-DVR set in the living room. Although our tv is newer, box connection always been the old way with multi-colored cables. HDMI setup is so much easier!
3)  Alas, worse than ever - NO channels at all.
At least we could watch, just no ON DEMAND or SEARCH available.
4)  FINALLY, Xfinity said it was on their end.
5)  Made a service appointment, but is not until Wed, 18th. (I was waiting to post then, but saw a new post and decided to update so far)
6)  WOW, I did not realize how much I watch or at least listen to tv while doing things around the house. Almost a week and I am still having severe withdrawal!
Hubby hogs the still-working DVR set. (Yes, I let him. He WOULD let me watch if I asked. But he is so FANATIC about sports and news)
Sorry for TMI.
Keeping fingers crossed this week.

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Expert

Re: Intermittent Video Issues Affecting Some Customers


@franceshd wrote:

UPDATE...
1)  Per our bill, we DO have X1
2)  Last week hubby got a new box just for the non-DVR set in the living room. Although our tv is newer, box connection always been the old way with multi-colored cables. HDMI setup is so much easier!
3)  Alas, worse than ever - NO channels at all.
At least we could watch, just no ON DEMAND or SEARCH available.
4)  FINALLY, Xfinity said it was on their end.
5)  Made a service appointment, but is not until Wed, 18th. (I was waiting to post then, but saw a new post and decided to update so far)
6)  WOW, I did not realize how much I watch or at least listen to tv while doing things around the house. Almost a week and I am still having severe withdrawal!
Hubby hogs the still-working DVR set. (Yes, I let him. He WOULD let me watch if I asked. But he is so FANATIC about sports and news)
Sorry for TMI.
Keeping fingers crossed this week.


do you see error messages or error numbers? is the non-working box connected to a coax from the wall? is the coax connected to the 'in' and not the 'to TV' coax connector? 



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New Poster

Re: Intermittent Video Issues Affecting Some Customers

We are now in Nov 2020 - I don't see any update to this thread yet I do continue to have black outs intermittantly.  I've noticed that it happens to me most of the time when I'm watching somthing on the DVR.  I've also noticed that if I hit the pause button and then play again - the picture comes back.  Sometimes for just a few seconds and I have to keep doing it - and sometimes for longer.  Pretty aggravating - especially given the amount of money everyone pays for service.  Would like to see an update posted. Well, better yet - would like to see it fixed.

 

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New Poster

Re: Intermittent Video Issues Affecting Some Customers

Nov. 17. 2020

This issue has been going on for weeks. The suggested fix has no effect. My menu shows no icon for setup or any way to change resolution on my tv. There is apparently no way to contact a human being other than get a high pressured agent trying to sell protection coverage which is disgusting. 

From reading this thread the issue goes back almost 6 months and no resolution to the problem.  All the xfinity storefronts have been closed in my area, nearest is now 27 miles away. 

If I can't get a time line on when this will be resolved or an answer how to fix the problem we will be closing our account and going to satellite.  So tired of no customer service, no way to resolve a problem. No possible way to talk to a human being, can't tell you how awful your digital assistant is and completely useless. The remote reboot is a joke, never works. All this aggravation which costs me several thousand a year is ridiculous.

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Official Employee

Re: Intermittent Video Issues Affecting Some Customers

@apalmer1 

Apologies for the issue and the experience that you described.

 

In reviewing your account, I can see some marginal signal level issues that need our attention. Looks like there is a technician appointment scheduled for next Tuesday 11/22 to check things out.  Please let me know how the technician visit goes. Apologies again. 

 

Pixilation and audio-video dropout issues 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. Check to be sure that all of your cable connections are snug.

 

Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue. There is no charge if the issue is determined to be with our equipment or originating outside your home.

 

Thanks for your patience.


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Official Employee

Re: Intermittent Video Issues Affecting Some Customers

@SWyatt502 

 

Apologies for the issue and the experience that you described.

 

In reviewing your account, I can see some marginal signal level issues that need our attention (upstream TX power is out of spec). Apologies again. 

 

Pixilation and audio-video dropout issues 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. Check to be sure that all of your cable connections are snug.

 

Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue.  I've asked a colleague to review your account and work with you directly to get a technician scheduled

 

There is no charge if the issue is determined to be with our equipment or originating outside your home.

 

Thanks for your patience.


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