XfinityTV and Equipment

[wardtop]

Like many other users on this board, the picure pixilates badly and the sound cuts out for up to a second at at time many times an hour.  Techs have come out twice, traced and replaced improper cable and connection boxes.  The problem persists and seems to be getting worse as time goes on.  It seems more prominent during prime time and popular programming, but occurs all day.  Is the Comcast signal not keeping up with demand?

[JayInAlg]

The Comcast Cares Team has been notified and will get the right people on it.

Watch this post and your email for updates from the team during the business week.

[soccerrunner]

I am having the same problem.  I suspect you are correct about the signal.  I am convinced an erratic signal causes the sporadic problem.  Further, the fact that the problem seems to occur during heavy usage leads me to conclude that COMCAST quality control is lacking.  I have noticed that their techs often use a trial and error method to solve problems rather than effective troubleshooting and problem solving.  This places a burden on customers who find themselves having to set up multiple appointments and sit home waiting for repeated visits. 

[CC_Dete]

All - I've gotten this escalated to the Regional office.

[ewhenry2]

I have been having the same issue for months now.  Techs been to the house, service has downloaded and done work over the phone, boxes changed out.  All 3 do the same thing in different rooms.  Was not like this when I moved in 7 years ago and seems to have gotten worse in the last year or so since 2010.  If I can't figure out something shortly, will be calling DISH TV or Direct TV bet they would love to solve my problem.

[kkingmac]

I've been having the same issue for the last couple years.  Even bad recordings on my DVR.  Especially bad on warm days (like today).  Had a tech come out that told me it was temperature based.  Hot weather = Crappy TV.  Love paying for HD and having to watch stuff in SD.  Swapping/Resetting boxes isn't the fix.  It is the infrastructure and Comcast limiting the amount of bandwidth available.  Just waiting for U-verse to be available in my area.  I'm ok with slower as long as it works.

[JayInAlg]

---

kkingmac wrote:

I've been having the same issue for the last couple years.  Even bad recordings on my DVR.  Especially bad on warm days (like today).  Had a tech come out that told me it was temperature based.  Hot weather = Crappy TV.  Love paying for HD and having to watch stuff in SD.  Swapping/Resetting boxes isn't the fix.  It is the infrastructure and Comcast limiting the amount of bandwidth available.  Just waiting for U-verse to be available in my area.  I'm ok with slower as long as it works.

---

KKIingmac

The Comcast Cares Team has been notified of you issues, and will get the right local people on it.

Watch this post and your email for updates from the team during the business week.

[justabonehead]

Had this issue for some time and especially during the most popular shows. They have been here to add amps, remove amps, rerun cables outside, rerun cables inside and the problem still exists. Hits mostly on my HD box but also on the full digital box. Getting ready to head north for the summer so hopefully things will be better when we return in September. 

[soccerrunner]

I had another visit scheduled but cancelled. I am going to observe for awhile.   I am guessing there are gliches in the system signal--coding or something like that in certain areas.  I am in Prince William County in Virginia.  My current problem is with TV connected to DVR.  Some months ago I had an on demand problem with my regular HD box.  Had multiple tech visits and calls.  They finally discovered it was a coding problem. 

In addition to causing frustration, repeated visits to homes is costly to COMCAST.  Also bothersome that we have to pay for a maintenance plan to correct problems with COMCAST rented equipment.  They get you coming and going.  I have to say that most COMCAST techs and customer service types are very courteous which is a good thing. 

COMCAST just needs better quality control and a data base of common problems and solutions in my view.  COMCAST has been working to improve its customer services but have a way to go. Have been considering some other service options but sticking around for awhile. 

[soccerrunner]

Update--The picture and sound problems seemed to have gone away But another problem with the DVR.  Unable to get furture listings to schedule recordings.  The channels show up but no listing--just blank.  Very strange.  Have another technician coming tomorrow 4/13.  As i said this DVR is a replacement but still having problems.  Seems another issue but what?  Hope the tech can figure it out.  frustrating!

[WarEagle57]

Any time power is removed, the DVR will lose its listing data. It may be what happened. If so, the data will be recovered over the next few hours or days.

[soccerrunner]

Thanks for trying to help but the original DVR was replaced on 31 march, 13 days ago---no power removal since then.  Will see what the tech says tomorrow.  Angelo

[katzeye]

Same problems here, Goose Creek SC. I've replaced the box 3 times now, same issues. Techs came and put a signal booster on outside the house. It's signal quality from the street. Can't wait for FIOS!

[Shawson]

And I thought I was the only one. Nothing seems to help with this issue since the transfer to the new "system." And it sucks when you have DVR'd a show and the playback is so horrible. At least when I am watching live, I can eliviate the problem (at least momentarily) by switching to another channel and then back to what I am watching. Usually stops the pixilating for a few minutes and returns the sound. But when it occurs on a DVRd show? Nothing to do but delete it and see if you can download the show from the net. Very disapointing.

[CC_Dete]

---

katzeye wrote:

Same problems here, Goose Creek SC. I've replaced the box 3 times now, same issues. Techs came and put a signal booster on outside the house. It's signal quality from the street. Can't wait for FIOS!

---

Can you please email me the telephone number on your account? I'm happy to look into this for you.

[CC_Dete]

All - I've escalated your concerns to our Regional office. Someone will be in touch with you tomorrow.

[soccerrunner]

Tech came this morning.  Resolved the program listing problem by sending a signal to the box.  Not sure why the tech I spoke with on the phone could not have tried the same thing.  I am hoping the problems with the DVR are solved.

[jstyx]

Same problem here in California, Calaveras county. Getting real frustrating. Service Tech out for four hours last night changed connections, new box, cable to the street and it still pixilates. This problem is escalating and direct TV is looking better all the time. I love the high speed internet, however for the price I am paying for triple play, phone, internet, TV, dvr and high def, if this can't be fixed we will be considering other options.

[BlastPattern1]

Same problem here in Mountlake Terrace, WA. Seems isolated to HD channels NBC and Palladia. I have called a couple of times into support to no avail. Extremely fed up considering other providers. Never had this issue with Direct TV.

[2kids4me]

This also happens to me, but only on 1 TV..everything is ok on the other 3 but it cuts out very often, and on every channel. There is no splitter, except the one installed by Comcast.

[janwfox]

We are having the same problem on Tybee Island, the lower channels are okay.  It was annoying for the last month, but you can't watch now it is so bad.  We're on our third converter.

[JayInAlg]

Everyone who is having pixelation issues should be posting their own new post with details on how many times they have contacted Comcast support, how many times the tech has been out, and what became of any service calls.

Me too on someone elses post doesn't work well, and end up confusing everyone on the thread.

This thread is now locked.