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Seeking desperate help with Xfinity Cable - Channels are frozen/pixalated

Ram780
Regular Visitor

Seeking desperate help with Xfinity Cable - Channels are frozen/pixalated

Hello,

I have been using Xfinity services for years and haven't changed anything on my end. Starting this March, I have been having channels such as MSNBC, FOX, TENNIS, etc. frozen and pixalated meaning the images are distorted. I have reported this issue with Comcast for 9 times across three months, spending 45-90 minutes per call. I have been informed that Comcast will send some technician but haven't been able to seek their service yet. The problem (I suspect) is not in my house but rather the cable box junction in the backyard. This problem occurred last year and they rewired something in the backyard. I would like to report this issue to someone like VP of Customer Service and include the video of the channels we are receiving. Can someone advise what we need to do further to get this issue resolved? It's been painful staying home and not having channels to watch, paying a lofty price at the same time.

CCAndrew
Diamond Problem Solver

Re: Seeking desperate help with Xfinity Cable - Channels are frozen/pixalated

You need a tech out, if you feel there’s nothing that could be done on your end. You didn’t say what happened when they offered to send a tech out.

I am a Retired Official Comcast Employee
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Ram780
Regular Visitor

Re: Seeking desperate help with Xfinity Cable - Channels are frozen/pixalated

During my 8th call with Comcast, I was informed by the representative the following - 

I will be receiving a phone call on June 24th and at the time of the call the technician will gather further details and schedule a visit to my house.

I will be receiving two new devices proactively, just in case there are any problems with the devices.

 

Since I neither received the boxes nor the phone call, I called Comcast again on June 29th (my 9th call), and informed the representative. The representative went through the logs and confirmed that they missed calling me and was going to put me through with the billing department for considering a reimbursement. 

During the call, the billing representative took down my email and phone number (again) and informed me that they need to compute the credits manually and hence will be emailing me the final credit amount. 

 

It's July 1 - After 9 phone calls, I haven't -

  • Received any tech support call
  • Representatives who had attempted to resolve my issue over the phone were unable to fix the issue
  • Billing department hasn't emailed the credit amount
  • The TV channels continue to be frozen
  • And I am continuing to pay my bills.

How did I raise this issue with the VP or even the CEO?

ComcastTambrey
Official Employee

Re: Seeking desperate help with Xfinity Cable - Channels are frozen/pixalated

Hello, Ram780. Welcome to the Xfinity Forums. 

With everyone spending so much time at home, including myself, I absolutely understand how frustrating it is having these kinds of cable issues when you just want to relax and watch your shows.

I'm sorry to hear you've had such a hard time getting this resolved and I would love to take a look and see what we can do for you. Please send me a private message with your first and last name, as well as your service address so I can assist. 

 

 To send a private message, click my name "ComcastTambrey", then click "send a message".


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Ram780
Regular Visitor

Re: Seeking desperate help with Xfinity Cable - Channels are frozen/pixalated

It’s been over 4 months and over 20 calls to Comcast. We are informed that their monitors are showing red alert and that someone will be calling us with 24 hours. We heard this speech at least four times in the past 3 weeks. How i can reach higher authorities at Comcast and explain my issue and ask for assistance in fixing the junction box in our backyard.
Thomaskm
New Poster

Re: Seeking desperate help with Xfinity Cable - Channels are frozen/pixalated

My repair ticket CR925878735 remains open. Several of my channels pixelate non-stop and are unwatchable 820 being one, this issue is months old. It is worse during rain and windy conditions. I believe my outside wiring or connection at the telephone pole are compromised. Please elevate this issue to a repair person as I have already completed ALL of the self help steps available and spent much time on the phone with diagnostic assistance. Thank you!