Picture Freezes, and No Sound Intermittently

[harris213]

Already tried to address by powering off and on equipment, and sending "refresh" signal via Xfinity/Comcast website  We have 2 TV's that intermittently display frozen video with no sound for about 3-5 seconds at a time.  Issue on all channels that we watch, including CNN, MSNBC, CBS, ABC, NBC, etc.

[CCAndrew]

Generally, restarts/refreshes aren’t fixes for signal issues. Check that your cables are tight and in good repair, remove any extra splitters and possibly have a tech out there to troubleshoot further

[Jpolek]

I have similar issue with cnn freezing on and off at same time every night...around 8pm est on thru night

[tstack]

Had this X1 for about 2 weeks and last night (Thursday) had my first issue around 7:56 PM when changing channel using voice command screen got stuck with 3 dots but could still hear sound. Could not do anything with remote for resolving had to pull plug on xg1v4 to get back to normal.

[JohnM_NEPA]

Same here... has also been happening to me watching CNN for the past 10 days or so. The tv connected to the only X1 in my house does it. The other tv which is connected to a standard Xfinityi box, does not have the issue. It is annoying.

[ComcastChe]

Hi @Jpolek, 

Thank you for letting us know. If you've tried the steps provided by @ComcastAndrew, feel free to send me a private message with your first and last name and service address. I can check for premise signal issues, node issues and then work with the Advanced techs to report the issues regarding CNN for further investigation. To send me a private message, click on "ComcastChe," and then click send a message.

[ComcastAmira]

Hello @tstack, thanks for reaching out about this on our Forums page. I'm sorry to hear you experienced this but glad it corrected itself after the reboot. Have you experienced this again since rebooting the box? 

[tstack]

Hello, No but will monitor it and let you know. Thank you

[ComcastChe]

Thanks, @tstack! That works. Let us know if the issue returns, and we'd be happy to investigate further. We'll keep this post open and look out for updates. Stay safe and take care!