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Picture Freezes, and No Sound Intermittently

harris213
New Poster

Picture Freezes, and No Sound Intermittently

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
Diamond Problem Solver

Re: Picture Freezes, and No Sound Intermittently

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

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Jpolek
New Poster

Re: Picture Freezes, and No Sound Intermittently

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

tstack
Most Valued Poster

Re: Picture Freezes, and No Sound Intermittently

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
New Poster

Re: Picture Freezes, and No Sound Intermittently

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
Official Employee

Re: Picture Freezes, and No Sound Intermittently

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.


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ComcastAmira
Official Employee

Re: Picture Freezes, and No Sound Intermittently

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? 


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tstack
Most Valued Poster

Re: Picture Freezes, and No Sound Intermittently

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

Re: Picture Freezes, and No Sound Intermittently

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! 


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