Picture Freezes, can change channels!

Andrew, did you run a test on my line or are you just speculating based on my description?  Should I call my local Comcast and tell them what you identified?  I'm reluctant to have yet at third service person come to no avail unless you've spotted something that they didnt.  The last time someone came, he ran some tests from his truck.

Thanks,

Art

Thanks.  If I can find out when they tweak things, I'll keep you posted on the results.   Art

Hello artseattle, I can assist you with getting a tech out to take care of this issue for you. Can you please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me"?

I continue to have the problem with my picture freezing. I can change channels and hear the audio of the selected channel or even Netflix.   I've needed to "restart" the system about once per day.

Since my last post, I tried connecting the X1 to my TV directly using the RCA jacks.  I can watch an SD version of the box using this input.  However, if the X1 freezes, the RCA connection goes black and the audio continues to be changeable.  I already swapped out all of my HDMI cables.  Unplugging the HDMI cables and then re-plugging does nothing.  Only "refresh" or "restart" work.  Also, my DTA box, phone, internet are not affected.  Entire community and house are only ten years old so I suspect good cabling.

Are there any other things I can try?  So far:  Had two techs come.  Signal is fine, swapped X1 box, changed Coax cables.

The last time the tech came, he told me there would be no charge.  However, I was charged $70.  When I called Comcast, they told me they would waive the fee as a courtesy but that I would be charged if they sent another person for this same issue.

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@artseattle wrote:

I continue to have the problem with my picture freezing. I can change channels and hear the audio of the selected channel or even Netflix.   I've needed to "restart" the system about once per day.

 

Since my last post, I tried connecting the X1 to my TV directly using the RCA jacks.  I can watch an SD version of the box using this input.  However, if the X1 freezes, the RCA connection goes black and the audio continues to be changeable.  I already swapped out all of my HDMI cables.  Unplugging the HDMI cables and then re-plugging does nothing.  Only "refresh" or "restart" work.  Also, my DTA box, phone, internet are not affected.  Entire community and house are only ten years old so I suspect good cabling.

 

Are there any other things I can try?  So far:  Had two techs come.  Signal is fine, swapped X1 box, changed Coax cables.

 

The last time the tech came, he told me there would be no charge.  However, I was charged $70.  When I called Comcast, they told me they would waive the fee as a courtesy but that I would be charged if they sent another person for this same issue.

 

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locate either end of your HDMI cable (one easiest to get to). next time it freezes, pull that end from the HDMI port (remember which one it was). after 20-30 seconds plug back in. did picture unfreeze?

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@artseattle wrote:

Thanks.  I've tried that several times.   When I unplug the HDMI from either end, and wait 30+ seconds, the picture stays frozen.   If I unplug from AC the X1 box, it reboots and then everything is fine.   

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ok next test, leave everything connected but unplug the TV for 30 seconds or so then plug back in and turn on. results?

Thanks.  I've tried that several times.   When I unplug the HDMI from either end, and wait 30+ seconds, the picture stays frozen.   If I unplug from AC the X1 box, it reboots and then everything is fine.   

That's definitely a new one.  I'm assuming unplug, not turn off?!   I'll try it as long as the next test isn't "Stand on one leg and rub my stomach!"

the last tech told me that all signals were fine.  As I mentioned before, the Xfinity service representative told me that the next time I needed someone to come to my house, I would be charged $70.  Does that seem right to you?  What should by my next step.   Also, I did try unplugging the TV.  When I replugged picture was still stuck.   I'm seeing many messages complaining about this same problem.  I haven't seen any solutions or patterns yet.   Thanks.

Art