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Problem with the Picture Freezing

fcgjr49
New Poster

Problem with the Picture Freezing

I have a problem with the picture freezing on my TV; it started back in November of last year; the sound is unaffected. I've noticed the problem occurring on only two local channels - I live in the Washington, DC area. It mainly occurs on Fox 5 in the evening, but sometimes occurs on ABC 7, also in the evening. I usually see it happen while I'm watching the weather forecast.

 

I've had Comcast technicians come to my home on three occasions. Each time, they worked with cables, in the unit or the cable closet, either rerouting them or replacing the connectors, none of which corrected the problem. I replaced the originally new Arris XG1-A box with a refurbished Pace XG1-P box that I got from the local Xfinity store. That seemed to correct the problem, but the box itself had other issues and ended up bricking after a service interruption. I exchanged that one for a refurbished Arris XG1-A; the problem returned. I've considered trying the newest Arris box, the XG1v4, but I thought that first I would present my problem to the forum for a possible solution.

 

 

ComcastAshley
Official Employee Digital Care

Re: Problem with the Picture Freezing

Hi @fcgjr49 thank you for reaching out to us here on the Forums. We would love to help sort out what's going on with your box. I see swapping your box the last time resolved the issue. Seeing that techs have provided new wiring and checked the service. I would suggest swapping the box. 


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