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Poor HD Picture Quality

Regular Visitor

Poor HD Picture Quality

I've been having problems ever since I opened a cable/internet package with Comcast a week ago. My main problem is the poor HD picture quality. I have one DVR Box and one TV adapter for my apartment. Both have a fuzzy/blurry image, especially for sports. I've called Comcast customer service almost everyday and they did their reset and nothing worked. I went to the Xfinity Store and switched set-top boxes and that didn't improve the picture quality. I had 2 technicians and a supervisor technician come to my apartment on 3 seperate occasions. They took the wall cover off and fiddled around with the wiring in the wall, switced the coax cable, changed DVR boxes and the picture was still the same. The supervisor went to the cable room in my apartment and "tested" the signal and said everything was normal.  The best part about it is they acknowledged the picture wasn't clear and still didnt/couldnt fix it. I have 3 TVs that worked perfectly fine in my previous house (which had Xfinity/Comcast) that show a fuzzy picture in my apartment. I even returned one of my brand new TVs to Best Buy because I thought it was the TV that was the problem. I've tried everything with my TV settings to make the picture clearer and nothing worked. When I stream Netflix or Hulu through my Smart TV the picture quality is crystal clear since it's not going through Comcast. Im 100% confident it has something to do with the obselete wiring that is in my apartment building, but Comcast doesnt seem to care since no one else is complaining. I suppose they need a certain number of people to complain for them to care or do anything about it. It's unacceptable for me to be paying a premium price for a substandard service. Its unfortunate since I've had Xfinity/Comcast at a number of previous locations throughout my life and never had this problem with HD picture quality. I'm highly considering cancelling my Cable since I dont know what else to do. I have a couple of weeks to make that decision in order to not get charged a cancellation fee. 

 

If anyone has any advice or experience in this matter please let me know. 

Silver Problem Solver

Re: Poor HD Picture Quality

What are the model numbers of your X1 boxes?

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Regular Visitor

Re: Poor HD Picture Quality

IMG_0817 (1).jpgX1 DVR BoxIMG_0818 (1).jpgTV Adapter


@RobertWy wrote:

What are the model numbers of your X1 boxes?


Would a 4k box make any difference? Both technicians recommended trying it, but to my knowledge nothing runs in 4k except some streaming content like Netflix. I'm not sure if it would make the 720p/1080p any clearer. 

Expert

Re: Poor HD Picture Quality


@jonboy2 wrote:

 


@RobertWy wrote:

What are the model numbers of your X1 boxes?


Would a 4k box make any difference? Both technicians recommended trying it, but to my knowledge nothing runs in 4k except some streaming content like Netflix. I'm not sure if it would make the 720p/1080p any clearer. 


you could try it out. note that the only announced 4k box is a DVR version 4.



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Silver Problem Solver

Re: Poor HD Picture Quality


@jonboy2 wrote:

IMG_0817 (1).jpgX1 DVR BoxIMG_0818 (1).jpgTV Adapter


@RobertWy wrote:

What are the model numbers of your X1 boxes?


Would a 4k box make any difference? Both technicians recommended trying it, but to my knowledge nothing runs in 4k except some streaming content like Netflix. I'm not sure if it would make the 720p/1080p any clearer. 


I don't think the 4k box is the answer.  Since you have already had tech visits, I will escalate this issue to an Official Employee.

 

What is the TV adapter for?  

 

Apartments are known to have issues with wiring.

 

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Regular Visitor

Re: Poor HD Picture Quality

Thank you RobertWy. Any help is much appreciated! 

 

The TV Adapter is for the TV in one of the bedrooms. 

 

 

Official Employee

Re: Poor HD Picture Quality

Good evening, I can investigate this for you going forward. Would you like me to check your account from here? To protect the privacy of your account, please send me a private message verifying your full name, street address including city, state, and zip code (and apartment number if one is associated), and the full account number or phone number associated with your services. To send a private message click on my name, then click private message me.


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New Poster

Re: Poor HD Picture Quality

Did you receive a solution to the issue?  Please share so maybe I can try it out.

New Poster

Re: Poor HD Picture Quality

Had the ditto same problem with my large screen UHD .  They gave me a new 4K box, a technician visited my home and tweaked a few settings.  They ran several tests and finally said that even though the quality may not be great, it passes their minimum standards.  That's it.  I had earlier had Verizon FIOS on the same TV and the quality was exceptional.  But they jacked up the prices and so I thought I would switch to Xfinity.  I could not imagine that xfinity could survive let alone be #1 with such mediocre picture quality in this day and age but here we are.

Expert

Re: Poor HD Picture Quality


@asharma96 wrote:

Had the ditto same problem with my large screen UHD .  They gave me a new 4K box, a technician visited my home and tweaked a few settings.  They ran several tests and finally said that even though the quality may not be great, it passes their minimum standards.  That's it.  I had earlier had Verizon FIOS on the same TV and the quality was exceptional.  But they jacked up the prices and so I thought I would switch to Xfinity.  I could not imagine that xfinity could survive let alone be #1 with such mediocre picture quality in this day and age but here we are.


do you have netfilx with 4k/UHD option? If so, try playing a 4k UHD movie with the app. does the image look great? the local channels are in 1080i and 720p mpeg2 while cable channels (HD) are in 720p60. for non-netflix, what output resolution did you set your xg1v4? is it best available?



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Regular Contributor

Re: Poor HD Picture Quality

My specs are good and I don't think comcast has bad picture quality. when they had the channels in MPEG 4 native the picture was super pretty but the picture isn't that bad to me it's passable.

New Poster

Re: Poor HD Picture Quality

I’m paying for HD, what I’m receiving is not HD. That’s where my problem is
Expert

Re: Poor HD Picture Quality


@Flossregularly wrote:
I’m paying for HD, what I’m receiving is not HD. That’s where my problem is

hi, what set top box model number? how is it connected to your TV? what is the screen resolution set to in the x1 device setting's video Display?



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Official Employee

Re: Poor HD Picture Quality

Hello, Flossregularly. Welcome to the Xfinity Forums! 

Rustyben asked some great questions. When you get a chance, let us know how your cable is connected, and what video settings you have.


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New Poster

Re: Poor HD Picture Quality

Hi, I just bought a TV and upgraded my box to a 4K box.  I was having the same bad picture problem where all the xfinity channels were not as clear as Apple TV or Netflicks or Amazon.  The faces on people were very plastic looking and color seemed off.  When I tested my TV, the colors were perfect.  Finally, I stumbled on to a setting by pushing the "Xfinity" button on my channel controller.  Scroll to the far right to "Settings" on the bar (to the far right of the "On Demand" button and find "settings icon".  Push on that button and then scroll down to "Video Display".  Click on "Video Output Resolution" .  There it will give you options as to which type of TV you are using and click on the correct one for your TV.  I have 4K UHD (Best Available) now as my Video Output Resolution and my new TV looks as beautiful as the TV's displayed at Best Buy!  Simple fix and I wish this information was posted on the kit when I recieved it, because I spent way too many hours fiddling with the TV picture settings and was very close to going back to use my old TV and return the new one!  Hope this works for you!