XfinityTV and Equipment

[rdonahue6]

Hi,

I am having two problems that seem to have started some time after Hurricane Irene:

1) On main TV, I am getting a scrolling horizontal band on all the channels, but most noticeable on HD channels.  I have read in other places, that this may be caused by ungrounded/misgrounded cables entering the house.  I also have an antenna hooked up and can get HD channels over the air.  The scrolling line does not occur on the antenna input, for the same channel.  Do I need to get a technician?

2) On one of the DVR boxes, I am getting a message that the DVR service is not available...please contact....

This is only happening on 1 of the 4 DVR boxes we have.  Is this a problem with the box itself?  I tried resetting the box, but it seems to cyle through some sequence of hex numbers on the front panel, and once it is done, I still can't access the DVR services.

Any help would be greatly appreciated.

Ray

[RochelleNCSDC]

Hello Ray,

I am a comcast tech support rep and after reading your issue it diffently sounds like we need to get a tech out there and check those lines and it might infact be the DVR that is given the issues.They might have been destroyed after Hurricane Irene.

[rdonahue6]

Can I schedule that through you, or do I have to go through Tier 1 technical support, by calling Comcast?  I really hate to do that, since they seem to follow some script and have me reset the box, etc., which we both know if not the problem.

Also, AT&T came to reattach their phone wires to the house after Irene, and the lineman that came said that Comcast should not have used their bracket to hook up wires, they should have used their own.  Anyway, the problem with the scrolling lines started soon after those lines were reattached to the house.  There are two Comcast wires running to my house, and maybe one or both of them are not grounded properly?

I'm not sure if the DVR not working on the other TV has anything to do with it, but that will need to be looked at too.

Thanks,

Ray

[JayInAlg]

rdonahue6 

The policy on this forum is to not respond to anyone saying they are from Comcast until our Comcast Administrator on this forum has identified the person and given them a official Comcast user ID for this forum which will be in RED 

The Comcast Admin on this forum has been flagged to check the identity of this person, and give an official OK that they can help on this forum in a official capacity.

In the meantime, avoid contact with any stranger claiming to be from Comcast for your protection.

Official Comcast Employees on this forum always have their user ID in RED.  The forum moderators have a darker blue user ID from regular posters, and are identified as an expert in their specific area of knowledge..

[rdonahue6]

Thanks for the head's up.  I never would have known that.  I am just trying to avoid having to go through the hassle of calling the tech. support number.

Ray

[rdonahue6]

Update:  I have resolved the scrolling horizontal line problem, by plugging the cable from the wall into the Monster surge protector and then to the cable box.  I read this potential solution on a different forum.  However, this does not mean that there is still not a problem with the lines that enter the house.  Also, the DVR issue is not resolved.  We still cannot access DVR service on one of he DVR boxes.  This is on a different TV then the one with the horizontal lines.

[JayInAlg]

You might be having a ground loop issue, or bonding issue at the ground block.  But one thing is for sure, it is proven that routing your coax through any AC surge protector strip coax ports will kill off part of the digital signal and cause loss of features like On Demand and loss of some of the channels across the band of frequencies.

If you can't get a tech scheduled, post back and it will be escalated.

[rdonahue6]

JayInAlg,

Thanks for the info.  What is the fastest way to get a technician, without going through the hassle usually expererienced with tech. support?

I want someone to come and check out this issue and the DVR issue as well.

Thanks,

Ray