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Random Distortion

Valued Contributor

Random Distortion

I keep getting random distortion watching TV. It is recorded in my DVR recordings so it must be coming from the cable side. I can replay the incidents during the recording. Here is a link to it. It is almost like streaks shooting across the screen. Any idea of what is wrong?

 

Link to Videos of Distortion:

<Edited, link provided personal informaiton>

 

 

Tek
Expert

Re: Random Distortion


@Tek wrote:

I keep getting random distortion watching TV. It is recorded in my DVR recordings so it must be coming from the cable side. I can replay the incidents during the recording. Here is a link to it. It is almost like streaks shooting across the screen. Any idea of what is wrong?

 

Link to Videos of Distortion:

https://photos.app.goo.gl/We9Ub2cP6hS9Fqx2A 


watch the stream version of the same programs. do they glitch in same place? that will isolate it to the 'network' or the home plant including equipment.



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Valued Contributor

Re: Random Distortion

Just watched the same recording and scene on my Stream app  and that scene contains no distortion.  

 

I can replay the the distortion on my DVR over and over. Lives in the recording on the box, but does not appear in the same recording on the Xfinity Stream app.

 

 

 

Tek
Expert

Re: Random Distortion


@Tek wrote:

Just watched the same recording and scene on my Stream app  and that scene contains no distortion.  

 

I can replay the the distortion on my DVR over and over. Lives in the recording on the box, but does not appear in the same recording on the Xfinity Stream app. 


you could try a new DVR and see if that fixes it. Could be that the hard drive is failing.



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Valued Contributor

Re: Random Distortion

I called Comcast for the second time. They said my signal levels are well above spec and they just keep rebooting my boxes.

 

 

Tek
Valued Contributor

Re: Random Distortion

Happened on live TV tonight watching the news. I would assume this then rules out the hard drive in the DVR?

Tek
Diamond Problem Solver

Re: Random Distortion

Do you see it on all channels or just a couple? Only the specs of the internal modem can be checked remotely, not the individual frequencies of channels

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Valued Contributor

Re: Random Distortion

Seems to be only on local channels CBS, FOX, NBC, and Channel 7.

 

I have not noticed it on premium networks like Starz or Science Channel. 

Tek
Valued Contributor

Re: Random Distortion


@CCAndrew wrote:
Do you see it on all channels or just a couple? Only the specs of the internal modem can be checked remotely, not the individual frequencies of channels

@CCAndrew it is limited to local channels. Anyway to report this to Comcast Engineers? Last time something like this happened they discovered an issue at their distrbution side.

Tek
Diamond Problem Solver

Re: Random Distortion

No, a tech has to come out and verify the problem and refer it to the maintenance team. If you want assistance scheduling a tech out, let us know

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Valued Contributor

Re: Random Distortion


@CCAndrew wrote:
No, a tech has to come out and verify the problem and refer it to the maintenance team. If you want assistance scheduling a tech out, let us know

Same issue. Scheduled a tech. Feel it will be a waste because it looks like it coming from the head end. 

Tek
Expert

Re: Random Distortion


@Tek wrote:

@CCAndrew wrote:
No, a tech has to come out and verify the problem and refer it to the maintenance team. If you want assistance scheduling a tech out, let us know

Same issue. Scheduled a tech. Feel it will be a waste because it looks like it coming from the head end. 


while viewing using a smart device or streaming web site do you see the same distortions at the same point of the program? on the X1 set top box if you hit rewind and play that point again is it the same in the same place? do you have a powered splitter? if so, have you tried doing a power reboot of the splitter?



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Diamond Problem Solver

Re: Random Distortion

The tech will be able to tell the cause and where it’s coming from one way or the other. If it’s the head end it would be citywide and there would be more complaints.

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Valued Contributor

Re: Random Distortion


@Rustyben wrote:

@Tek wrote:

@CCAndrew wrote:
No, a tech has to come out and verify the problem and refer it to the maintenance team. If you want assistance scheduling a tech out, let us know

Same issue. Scheduled a tech. Feel it will be a waste because it looks like it coming from the head end. 


while viewing using a smart device or streaming web site do you see the same distortions at the same point of the program? on the X1 set top box if you hit rewind and play that point again is it the same in the same place? do you have a powered splitter? if so, have you tried doing a power reboot of the splitter?


Not visible on the stream online. Occurs at random. Happens on live and recordings. I can play the distortion back anytime it occurs by rewinding. My house has no power splitter. The cable comes off the pole into the basement and into my boxes. I have a centralized media rack. They decided to not put an amp in when they wired the house last year. 

 

The house is a year old so my line from the pole is a year old and all house wiring too. Thing is it all comes in and into the box. So there is only about 2 feet of house wiring to the box. 

 

 

Tek
Official Employee

Re: Random Distortion

Hi, Tek. Thanks for posting. When is your tech visit scheduled for? I'd like to follow up with you here afterward to check in and see how things went.


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Valued Contributor

Re: Random Distortion

Wednesday. I have Google video of what is happening, but I cannot post it here. I can PM you it if you would like. 

 

A family member says they notice the same and they live down the road. 

Tek
Valued Contributor

Re: Random Distortion

they have to send a bucket truck to fix the pole outside my house on the street.

Signal fluctuating from it. How long does that take? The tech said he was opening a ticket to get it fixed.
Tek
Diamond Problem Solver

Re: Random Distortion

It depends on severity but it’s up to the maintenance team but generally somewhere between same day and 72 hours. ComcastMorgan should be able to see if/when the ticket is closed

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Official Employee

Re: Random Distortion

Thanks for the additional information, Tek. Yes, please send me a private message with your name and I will take a look at your account in order to address your questions regarding timing and what to expect next. I'll reply from there once I see your message come through. Thank you!


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Valued Contributor

Re: Random Distortion

Just an update. I am convinced this is coming from the pole. I am waiting for a pole truck to check the connection at the pole.

 

It is happening on my XG2 boxes in different rooms on Live TV. These boxes have their own tuners so this eliminates the possibility of a bad box. Unlikely,  that all boxes in the house are bad. 

 

I dont have an amp.

 

My wiring comes into the house and only goes 2 feet into the boxes. All boxes are centralized in a media rack. 

 

Hoping to hear soon about the pole connection. The pixelation is driving me nuts. 

 

Thank you @ComcastMorgan for your help. 

 

Tek
Official Employee

Re: Random Distortion

You're welcome. I will check back in with you again soon. I can imagine the frustration the pixelation must be causing! We should be able to get this fixed soon.


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Valued Contributor

Re: Random Distortion

Smiley Sad

Tek
Highlighted
Valued Contributor

Re: Random Distortion

Just an update as this problem is still happening. The support forum Comcast reps have been great.

 

1. Tech came out said it was coming from pole.

2. Aerial team made repairs to the port connection on the pole.

3. Problem still happening.

4. Sent a in-house XFINITY Tech. Checked everything and replaced all equipment....

5. and still happening tonight. 

6. Distortion is recorded by the boxes and can be replayed. 

7. Boxes are all new - same issue.

8. I have no house wiring as the boxes are in the basement 1 foot from where the Comcast feed enters the house.

9. Techs say signals are perfect during last visit. 

 

Hoping this is something that can be escalated because it is really really annoying.  

Tek
Valued Contributor

Re: Random Distortion

Only happens on local channels. I have been documenting when it happens. 

 

Limited to local channels. Never happened on a cable channel or On Demand, but it does not show in the Stream App version of the recordings. 

 

Tek
Silver Problem Solver

Re: Random Distortion


@Tek wrote:

Only happens on local channels. I have been documenting when it happens. 

 

Limited to local channels. Never happened on a cable channel or On Demand, but it does not show in the Stream App version of the recordings. 

 


Any chance you can connect an OTA antenna to see what your local channels look like?


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Valued Contributor

Re: Random Distortion

Does not appear in the cloud recording so it appears to be something from elsewhere.
Tek
Valued Contributor

Re: Random Distortion


@RobertWy wrote:

@Tek wrote:

Only happens on local channels. I have been documenting when it happens. 

 

Limited to local channels. Never happened on a cable channel or On Demand, but it does not show in the Stream App version of the recordings. 

 


Any chance you can connect an OTA antenna to see what your local channels look like?


Update. I get two CBS Stations from different states. One is CBS Boston and one is CBS RI.

 

The same football game was on. I put one TV on CBS Boston and one on CBS RI.

 

When CBS RI Distorted at a very specific moment then CBS Boston did not distort at that very same moment on the second TV.

 

When I had both TVs on CBS Boston the distortion in two different rooms was exactly the same at that very moment. 

 

Also, we have NEVER seen the distortion off of the local channels (ABC, CBS RI/BOS, NBC, FOX, WHDH) or ON DEMAND. Comcast this has to be something coming from your system. 

 

I have been a Comcast customer for over 20 years. Longer if you count the companies I was with prior to Comcast buying them. Trying to watch football is like completely aggravating with this problem. My nieghbor has FIOS and says he has no issues.

 

I don't even want to consider switching, but I can't live with this issue much longer. 

 

 

 

 

Tek
Silver Problem Solver

Re: Random Distortion


@Tek wrote:

@RobertWy wrote:

@Tek wrote:

Only happens on local channels. I have been documenting when it happens. 

 

Limited to local channels. Never happened on a cable channel or On Demand, but it does not show in the Stream App version of the recordings. 

 


Any chance you can connect an OTA antenna to see what your local channels look like?


Update. I get two CBS Stations from different states. One is CBS Boston and one is CBS RI.

 

The same football game was on. I put one TV on CBS Boston and one on CBS RI.

 

When CBS RI Distorted at a very specific moment then CBS Boston did not distort at that very same moment on the second TV.

 

When I had both TVs on CBS Boston the distortion in two different rooms was exactly the same at that very moment. 

 

Also, we have NEVER seen the distortion off of the local channels (ABC, CBS RI/BOS, NBC, FOX, WHDH) or ON DEMAND. Comcast this has to be something coming from your system. 

 

I have been a Comcast customer for over 20 years. Longer if you count the companies I was with prior to Comcast buying them. Trying to watch football is like completely aggravating with this problem. My nieghbor has FIOS and says he has no issues.

 

I don't even want to consider switching, but I can't live with this issue much longer. 

 

 

 

 


Mine was all messed up yesterday and I did a System Refresh and it fixed it.

https://www.xfinity.com/support/articles/x1-system-refresh


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Valued Contributor

Re: Random Distortion

They have done this 5 times and replaced all my equipment.

My problem has been on going for months even before I complained.
Tek
Silver Problem Solver

Re: Random Distortion

You might want to check to see if there are any outages in your area.  I am in one right now.

https://www.xfinity.com/support/status-map/


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Valued Contributor

Re: Random Distortion

I was just at a family members house two towns over. I believe it is the same exact cable system because our channel line-up is listed as the three towns.

 

Same exact distortion experienced there on the local CBS channel. 

 

Two towns and two different houses miles apart. Same issue. I think Comcast needs to investigate this in their system as it does not appear to be limited to my house. 

 

Maybe people are not reporting it as it only causes video issues and not sound? Limited to local channels. 

 

No outages reported. 

Tek
Valued Contributor

Re: Random Distortion

Update, it is the worst on CBS Boston. Happens the most often in that channel, but still frequent on other local channels.

 

It was terrible tonight during Survivor finale. 

Tek
Silver Problem Solver

Re: Random Distortion


@Tek wrote:

Update, it is the worst on CBS Boston. Happens the most often in that channel, but still frequent on other local channels.

 

It was terrible tonight during Survivor finale. 


Anything on you Status Map?


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Valued Contributor

Re: Random Distortion

Updates. The local supervisors have been involved. A ticket has been created with national for the local head end. They are seeing this at other houses in the area and have reproduced it from the pole using a test unit. 

 

Not sure how a national ticket works, but I hope they fix it soon. 

 

It would be nice if at the end of this I get some type of credit or all the techs visits and equipment swaps for something that is now determined to be outside my house and network wide. 

 

I will keep this updated as it progresses in case anybody else is having this issue. 

Tek
Valued Contributor

Re: Random Distortion

Still happening today.  Unfortunately,  my family has started to research other TV options in our area. I spend about $3000 a year on all these services and have recieved only a $10 credit for months of video issues.

 

I love Xfinity and X1, but when is this ever going to be resolved?

 

Been with Comcast for many years and never had something like this go on for so long. 

 

 

Tek
Valued Contributor

Re: Random Distortion

Good News,

 

The problem has been fixed and was an issue at the cable headend. It was impacting the entire area, but they did have not enough complaints until my case was escalated to national engineering. 

 

My question is, can I get some type of credit? I had 3 tech visits, 5 phone calls, and many many communications online with support staff. Ultimately, this problem was with the comcast system and not my house.

 

In fact, I am still going through an equipment problem because they replaced all my cable boxes. I ended-up with a bad box after the tech installed it. Multiple trips to the cable store to swap the box.

 

I am grateful for the great support I received here on the forums, but feel I should be issued a credit for all the troubles that were outside my house. 

 

 

Tek
Silver Problem Solver

Re: Random Distortion


@Tek wrote:

Good News,

 

The problem has been fixed and was an issue at the cable headend. It was impacting the entire area, but they did have not enough complaints until my case was escalated to national engineering. 

 

My question is, can I get some type of credit? I had 3 tech visits, 5 phone calls, and many many communications online with support staff. Ultimately, this problem was with the comcast system and not my house.

 

In fact, I am still going through an equipment problem because they replaced all my cable boxes. I ended-up with a bad box after the tech installed it. Multiple trips to the cable store to swap the box.

 

I am grateful for the great support I received here on the forums, but feel I should be issued a credit for all the troubles that were outside my house. 

 

 


The best way to get a credit is to call 1800comcast and explain your issue.


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Valued Contributor

Re: Random Distortion

I called and they said they can't give me credit. Terrible given all the torture I went through.

 

The $3,000 a year I spend on services and the billing support says no can do?

 

I think it is time for me to make a change... 

Tek
Valued Contributor

Re: Random Distortion

I made it Feb - March without issues. Now there was a outage in the area. A bucket truck was at my pole. Now my all my XFINITY Services are having signal issues. 

 

More time off from work and more techs to the house. I can't take much more. To pay $260 per month and to take time off to work a few days every couple of months to help troubleshoot Comcast's system problems is not fair. 

 

Not once has there been an issue with the equipment or lines to my house. They work on the pole in a bucket truck and have a massive multi hour outage in my neighborhood and now I have service issues. I even reported comcast lines hanging from poles in the street. No concern that maybe that is causing issues in the area?

 

My neighbors all I have FIOS. I am new to the street within the last 1.5 years and now I know why. Maybe the Comcast network is just broken in the area. I have been a Comcast customer for 15 years. Not once have I had this many issues in such a short span of time. 

 

Can anybody higher in comcast get involved to figure out this areas systems?

Tek
Regular Contributor

Re: Random Distortion

Try this get you a contact person with  phone number.

 

https://support.xfinity.com/svp-contact-form