Community Forum

pausing, pixelating, freezing, sound drops for several seconds

Highlighted
Contributor

pausing, pixelating, freezing, sound drops for several seconds

2nd attempt

 

MODERATORS - please don't move/delete this again as "unhelpful" , I am still having this issue and hoping for advice of resolution form the Comcast employees on the board

 

Several channels on all TVs in the house have pausing, pixelating, freezing, sound drops for several seconds.  CNN (817) and the music channels (429, 427, 428) for sure

This happens several times an hour and is really annoying an interruptive.

We had this once before a few years ago, it took like 9 months to close the ticket,   Several tech visits, lots of resets, all splitters and cable ends replaced, all boxes replaced.  A service manager with a fancy meter tested our house, let us know it was NOT in our home but somewhere in the Comcast network, probably locally to our area,   He called a few weeks later and said that equipment/cabling locally was replaced or repaired and it fixed several long running issues.

So my questions:

Is anyone else having this?

Is there any way to request the ’local area’ to be checked or whatever like the manager did without going through the months of site visits and phone support first?  We are in Elkton MD

 

 

Thanks in advance!

 

Highlighted
Contributor

Re: pausing, pixelating, freezing, sound drops for several seconds

@ComcastTeds @ComcastNick @ComcastMorgan 

 

Also - is it possible to get the box in front of th ehouse / amplifier / filter or whatever checked without doing an in-home visit?  (Covid social distancing and all that)

 

Thanks!

Highlighted
Official Employee

Re: pausing, pixelating, freezing, sound drops for several seconds

@jbrady33 

Apologies for the issue and the experience that you described above.

Pixelation and audio-video dropout issues are almost always related to local or individual signal or connection issues. The issue can occur on a single channel or multiple channels due to the frequency or frequency range that the channel is delivered on. Changes in temperatures can also aggravate the issue.


Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue.

I have asked that someone on our Maryland team review your account so that we can start the troubleshooting process and get this resolved.


A technician visit may be required so that the signal levels can be reviewed and adjusted if necessary. There is no charge if the issue is determined to be with our equipment or originating outside your home.

 

Thanks for your patience.


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.
Was your question answered? Mark the post as Best Answer!
Highlighted
Contributor

Re: pausing, pixelating, freezing, sound drops for several seconds

Once again @ComcastTeds is the hero  🙂

 

Thanks for picking this up!  Let me know if you need anything from me

Highlighted
New Poster

Re: pausing, pixelating, freezing, sound drops for several seconds

This has been happening to me for sometime now also. I have also had a tech come to my house and redo everything on Comcast end. I already had swapped out my dvr box and have a new tv. The pixelating had stopped but the freezing and sound stopping keeps going on.  

On a recent visit to my friends house in another city, I noticed her tv does this also. She mentioned this is also VERY annoying and said she needs to contact Comcast also. 

So this issure cannot be just a regional thing, can it?? 

I wish I knew how to resolve this issure because it IS very frustrating and have tried to get to technical support to find answers but the robot lady will not let me through. 

PLEASE Comcast, fix this issure!

Highlighted
Official Employee

Re: pausing, pixelating, freezing, sound drops for several seconds

@jrspeers 

 

Apologies for the issue and the experience that you described above.

Pixelation and audio-video dropout issues are almost always related to local or individual signal or connection issues. The issue can occur on a single channel or multiple channels due to the frequency or frequency range that the channel is delivered on. Changes in temperatures can also aggravate the issue.


Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue.

I have asked that someone on our Oregon team review your account so that we can start the troubleshooting process and get this resolved.


A technician visit may be required so that the signal levels can be reviewed and adjusted if necessary. There is no charge if the issue is determined to be with our equipment or originating outside your home.

 

Thanks for your patience.


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.
Was your question answered? Mark the post as Best Answer!
Highlighted
New Poster

Re: pausing, pixelating, freezing, sound drops for several seconds

We are having the same problem in Old Lyme, Connecticut, noticeably CNN (1111).
Highlighted
New Poster

Re: pausing, pixelating, freezing, sound drops for several seconds

Yes having these issues on and off for sometime now. It's on a handful of channels, the problem seems to go away on non HD channels. We're in the Detroit viewing area

Highlighted
Expert

Re: pausing, pixelating, freezing, sound drops for several seconds

the last two replies need to contact (800-Comcast) technical support to arrange for a premise entrance tech test to ensure the signal is good coming to your home. What you both describe is bad signal on multiple channel frequencies.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Official Employee

Re: pausing, pixelating, freezing, sound drops for several seconds

@gary.novick 

Apologies for the issue and the experience that you described above.

Pixelation and audio-video dropout issues are almost always related to local or individual signal or connection issues. The issue can occur on a single channel or multiple channels due to the frequency or frequency range that the channel is delivered on. Changes in temperatures can also aggravate the issue.


Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue.

I have asked that someone on our Connecticut team review your account so that we can start the troubleshooting process and get this resolved.


A technician visit may be required so that the signal levels can be reviewed and adjusted if necessary. There is no charge if the issue is determined to be with our equipment or originating outside your home.

 

Thanks for your patience.


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.
Was your question answered? Mark the post as Best Answer!
Highlighted
Official Employee

Re: pausing, pixelating, freezing, sound drops for several seconds

@dn4cir 

Apologies for the issue and the experience that you described above.


Pixelation and audio-video dropout issues are almost always related to local or individual signal or connection issues. The issue can occur on a single channel or multiple channels due to the frequency or frequency range that the channel is delivered on. Changes in temperatures can also aggravate the issue.


Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue.

 

I have asked that someone on our Michigan team review your account so that we can start the troubleshooting process and get this resolved.


A technician visit may be required so that the signal levels can be reviewed and adjusted if necessary. There is no charge if the issue is determined to be with our equipment or originating outside your home.

 

Thanks for your patience.


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.
Was your question answered? Mark the post as Best Answer!
Highlighted
Regular Contributor

Re: pausing, pixelating, freezing, sound drops for several seconds

This may be related to a potential issue on Comcast's end that I've been troubleshooting over the past week or so.  This may not be unique to the X1 platform but something going on with the downstream linear TV signal from Comcast.

I noticed a week or so ago that CNN's audio/video was freezing a few times an hour ... not pixelating, but the audio and video were freezing every 10 to 20 minutes.  This was happening on both my XG1v4 box and my non X1 HD-DTA.  I eventually noticed that this was happening on a few other channels such as Comedy Central and AMC.

I know how to check the diagnostics and signal levels on my equipment and noticed they were all occuring on the same frequency.  Comcast compresses groups of channels onto single frequencies.  In my area just north of Philly, Frequency 309 MHz contains ...

 

CNN

AMC

MTV

MTV Live

VH1

Comedy Central

Hallmark

E!

FreeForm

Golf

 

All of the channels seeing the freezing audio/video are in this block.  I've checked the signal strength on my various equipment and the levels look fine on my end ... downstream power around -1 to +1, and SNR >40.

My neighbors are seeing the same thing with various equipment, AND I checked with a friend in NJ (next state over) and they are also seeing the same thing.

 

I'm not sure if everyone across the country are running these channels on 309 MHz, but I think this may be related to the feed coming from Comcast and possibly the equipment/software they are using to compress this specific block of channels?

I'm hearing of enough people in various areas of the country that may be seeing this ... if it's possibly isolated to the block of channels I listed, then this may not be a singal/noise issue in the 'plant' but some sort of engineering issue.

Highlighted
Expert

Re: pausing, pixelating, freezing, sound drops for several seconds


@Brocktoon wrote:

This may be related to a potential issue on Comcast's end that I've been troubleshooting over the past week or so.  This may not be unique to the X1 platform but something going on with the downstream linear TV signal from Comcast.

I noticed a week or so ago that CNN's audio/video was freezing a few times an hour ... not pixelating, but the audio and video were freezing every 10 to 20 minutes.  This was happening on both my XG1v4 box and my non X1 HD-DTA.  I eventually noticed that this was happening on a few other channels such as Comedy Central and AMC.

I know how to check the diagnostics and signal levels on my equipment and noticed they were all occuring on the same frequency.  Comcast compresses groups of channels onto single frequencies.  In my area just north of Philly, Frequency 309 MHz contains ...

 

CNN

AMC

MTV

MTV Live

VH1

Comedy Central

Hallmark

E!

FreeForm

Golf

 

All of the channels seeing the freezing audio/video are in this block.  I've checked the signal strength on my various equipment and the levels look fine on my end ... downstream power around -1 to +1, and SNR >40.

My neighbors are seeing the same thing with various equipment, AND I checked with a friend in NJ (next state over) and they are also seeing the same thing.

 

I'm not sure if everyone across the country are running these channels on 309 MHz, but I think this may be related to the feed coming from Comcast and possibly the equipment/software they are using to compress this specific block of channels?

I'm hearing of enough people in various areas of the country that may be seeing this ... if it's possibly isolated to the block of channels I listed, then this may not be a singal/noise issue in the 'plant' but some sort of engineering issue.


please check the post just before your post here by @ComcastTeds 



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Official Employee

Re: pausing, pixelating, freezing, sound drops for several seconds

@Brocktoon 

 

Apologies for the issue and the experience that you described above.


Pixelation and audio-video dropout issues (freezing) are almost always related to local or individual signal or connection issues. The issue can occur on a single channel or multiple channels due to the frequency or frequency range that the channel is delivered on. Changes in temperatures can also aggravate the issue.


Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue.

 

I have asked that someone on our Pennsylvania team review your account so that we can start the troubleshooting process and get this resolved. I've also alerted our national engineering and operations team on this experience for that team's additional monitoring.  


A technician visit may be required so that the signal levels can be reviewed and adjusted if necessary. There is no charge if the issue is determined to be with our equipment or originating outside your home.

 

Thanks for your patience.


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.
Was your question answered? Mark the post as Best Answer!
Highlighted
New Poster

Re: pausing, pixelating, freezing, sound drops for several seconds

I have this issue with ESPN and ESPN only. It skips, freezes and lags. All of my cables are in tight. Brand new box (less than a week old), brand new Samsung TV and all brand news coax and hdmi cables. Incredibly annoying.
Highlighted
Official Employee

Re: pausing, pixelating, freezing, sound drops for several seconds

@MakeESPNwork 

 

Apologies for the issue and the experience that you described above.


Pixelation and audio-video dropout issues (freezing) are almost always related to local or individual signal or connection issues. The issue can occur on a single channel or multiple channels due to the frequency or frequency range that the channel is delivered on. Changes in temperatures can also aggravate the issue.


Box swaps, box refreshes and multiple box refreshes may not resolve this issue if there is an underlying local signal issue.

 

I have asked that someone on our Florida team review your account so that we can start the troubleshooting process and get this resolved. 

 

Based on a cursory review of your account, there are some definite signal level issues impacting your service.  


A technician visit may be required so that the signal levels can be reviewed and adjusted if necessary. There is no charge if the issue is determined to be with our equipment or originating outside your home.

 

Thanks for your patience.


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.
Was your question answered? Mark the post as Best Answer!
Highlighted
Regular Contributor

Re: pausing, pixelating, freezing, sound drops for several seconds

 

Thank you very much for your reply and I appriciate that you were able to forward along my concern.  I was contacted by a local rep today.

I wouldn't consider the issue I'm seeing as major, and I'm still trying to troubleshoot from my end to provide the best information to Comcast.  But hopefully any information I can provide may help to get to the root cause of the issue.

I can say that today is the 1st day in atleast a week that I haven't seeing the freezing issue occuring.  It could be a coicidence, but I'm wondering if it may have even been resolved today?  I'll continue to monitor to see if it comes back

 

Thanks again

Highlighted
New Poster

Re: pausing, pixelating, freezing, sound drops for several seconds

Won’t be holding my breath. Brand new service and can’t wait to see how much I’m swindled on a tech visit for service on all brand new equipment and accessories.
Highlighted
Official Employee

Re: pausing, pixelating, freezing, sound drops for several seconds

@MakeESPNwork 

 

Sounds like in your case the issue may be outside of your home. There is no charge if the issue is determined to be with our equipment or originating outside your home.

 

Thanks for your patience. 


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.
Was your question answered? Mark the post as Best Answer!
Highlighted
New Poster

Re: pausing, pixelating, freezing, sound drops for several seconds

I am having the same issue in the Seattle area on CNN HD, and I also have the issue when using xfinity stream, watching CNN HD
Highlighted
Contributor

Re: pausing, pixelating, freezing, sound drops for several seconds

Comcast Gurus on this thread - is it possible this is a wide spread on the source end of things issue?   Not even Comcast but the feed they are seding you?  Several people on here have similar complaints, and a quick google search shows people on multiple cable and satellite providers with the same compliant.

 

And to be more accurate – I shouldn’t have said pixelating, the others are correct that it is really a freeze in picture and sound, then jump to a few seconds later.