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Live TV keeps freezing and pixellating

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New Poster

Live TV keeps freezing and pixellating

I've been an Xfinity customer in Ponte Vedra Beach FL since September. I had Xfinity in other areas of the country previously and did not have this problem. For at least 3 weeks in October, I had to do a system refresh EVERY DAY (no exaggeration) due to the image for live TV (and occasionally DVR as well) getting really pixellated and freezing up, sometimes but not always generating an error and telling me the channel was not available. (I almost never had any problem with my wifi, just TV.) I contacted support many times through chat and on the phone and had a tech come out (who was totally useless: he proclaimed that a bad splitter was the problem, removed the splitter, and left; literally 12 minutes after he left, the video crapped out again). Tech support then recommended I switch out my cable box, which I did a couple of weeks ago. Since then, up until this weekend, it''s been OK, only pixellating or freezing for a few seconds here and there, but tonight it's really bad again. I asked my neighbors in our neighborhood app whether they're also experiencing problems, and at least 6 people responded yes, that they frequently have these problems, too. Clearly, there is a problem with Xfinity in the North A1A area of Ponte Vedra Beach. I want to know what Comcast is doing about this. 

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Expert

Re: Live TV keeps freezing and pixellating


@DG82 wrote:

I've been an Xfinity customer in Ponte Vedra Beach FL since September. I had Xfinity in other areas of the country previously and did not have this problem. For at least 3 weeks in October, I had to do a system refresh EVERY DAY (no exaggeration) due to the image for live TV (and occasionally DVR as well) getting really pixellated and freezing up, sometimes but not always generating an error and telling me the channel was not available. (I almost never had any problem with my wifi, just TV.) I contacted support many times through chat and on the phone and had a tech come out (who was totally useless: he proclaimed that a bad splitter was the problem, removed the splitter, and left; literally 12 minutes after he left, the video crapped out again). Tech support then recommended I switch out my cable box, which I did a couple of weeks ago. Since then, up until this weekend, it''s been OK, only pixellating or freezing for a few seconds here and there, but tonight it's really bad again. I asked my neighbors in our neighborhood app whether they're also experiencing problems, and at least 6 people responded yes, that they frequently have these problems, too. Clearly, there is a problem with Xfinity in the North A1A area of Ponte Vedra Beach. I want to know what Comcast is doing about this. 


call in for a service call and request an in-house Comcast technician. the tech will be able to determine where any problems are and if outside your home is the problem can request the line crew to fix the problem. 



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New Poster

Re: Live TV keeps freezing and pixellating

I already had a tech come over. He declared that the problem was with the splitter, which was obviously not the issue, since the video crapped out again 12 minutes after he left. I work full time and had to leave work early that day to get home for this totally useless visit. I'm not going to take time off from work for another visit unless Comcast can guarantee me that the tech will find the real root of the problem. As I said, I am not alone in having these problems: at least 6 other residents in the North A1A area of Ponte Vedra Beach are having the same problem, and Comcast needs to look for what's causing this problem for all of us instead of going into one home and declaring that the problem is with that individual home's splitter or cable box. 

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Diamond Problem Solver

Re: Live TV keeps freezing and pixellating

You still need a different tech out to get the issue into the hands of the maintenance team, if you think it’s a neighborhood issue, that’s the process.

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Re: Live TV keeps freezing and pixellating

I live in Brighton Colorado. We have had the same issue for the past two weeks. We have done system reset, and restarts everyday. I have contacted xfinity, they are all clueless. They keep trying a restart, the TV has never responded to the restart. The app shows its restarting but the TV never shuts off and restarts. I have told them this time after time but they insist that I am not watching TV during the restart. These boxes are only a few months old. We did go in to the local Xfinity store and schedule a technician. The next day we were out of the house, received a call from technical support stating he had fixed our issue. He wanted us to go back home and let him know if it was fixed. We had no issues the next day and then it went right back to freezing on every channel. Has been doing this ever since. Not sure who to contact anymore. Their Customer Service is worthless. $180.00 a month for a useless service.
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Expert

Re: Live TV keeps freezing and pixellating


@DAKL wrote:
I live in Brighton Colorado. We have had the same issue for the past two weeks. We have done system reset, and restarts everyday. I have contacted xfinity, they are all clueless. They keep trying a restart, the TV has never responded to the restart. The app shows its restarting but the TV never shuts off and restarts. I have told them this time after time but they insist that I am not watching TV during the restart. These boxes are only a few months old. We did go in to the local Xfinity store and schedule a technician. The next day we were out of the house, received a call from technical support stating he had fixed our issue. He wanted us to go back home and let him know if it was fixed. We had no issues the next day and then it went right back to freezing on every channel. Has been doing this ever since. Not sure who to contact anymore. Their Customer Service is worthless. $180.00 a month for a useless service.

not your box it is either outside or inside the home wiring or both. schedule a tech who can check your signals at the demarcation point at least (outside) and determine where the problem is. be sure to write down the channels involved with the issues. 



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We ask that you post publicly so people with similar questions may benefit from the conversation.
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