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user_3wtuy0
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Sunday, October 20th, 2024 2:04 AM

Issues with ABC (KTRK) Houston dropping in and out

I’ve noticed recently (and currently) that KTRK on both SD and HD channels has sound drop and picture scramble intermittently. This issue occurs across all 3 of the boxes in my home, all wireless/run through my Xfinity network. This leads me to believe it’s an issue with the channel and the feed to Xfinity but I have not heard of others experiencing this issue in the area. All troubleshooting so far has led to no resolution - all other channels work fine as well. 

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4 days ago

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XfinityDilary

Official Employee

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1.8K Messages

1 month ago

 

user_3wtuy0 Thanks for posting on our community forums to let us know about the ABC channel issue you have been experiencing. I'm sorry to hear it is happening across all of your TV Boxes. To confirm, have you tried rebooting the modem and boxes manually or through the Xfinity App? Since you're using wireless boxes, refreshing the network and boxes at the same time might help correct the issue. 

 

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user_3wtuy0

2 Messages

@XfinityDilary​ I have rebooted the boxes and the modem and the issue persists. The issue is also getting worse, it was prevalent in evenings and now occurs through the day - again this only affects one channel, ABC, for me. Is it possible this is an issue with the network signal to Xfinity? Something before service to my address? If my cable feed comes through the internet/modem, I don’t understand how resetting my box would solve the issue. 

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27 days ago

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XfinityMarcos

Official Employee

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1.9K Messages

user_3wtuy0, I appreciate you trying those steps and for letting me know what you've done on your end. ABC is a big channel to be dealing with this, I'm sure its getting tiring for you, so let's work together on this. I'd like to run some targeted troubleshooting steps, but I'll need to access your account first. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

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

0

user_fka03x

1 Message

30 days ago

I am having the same issue 

1

XfinityGabriel

Official Employee

 • 

1.9K Messages

 

user_fka03x, Oh, no. I know how important it is to have your video services working correctly without those sound and picture interruptions. I am so sorry to learn about this experience. Thanks for reaching out and letting us know. We appreciate you greatly for your patience. You've come to the right place. Over social media, we are a team of specialists who are dedicated to resolving video concerns such as this. We can help. To get help this fixed, have you tried troubleshooting this video service issue using the XFINITY app yet? If not, here are the steps below.
  1. Open the app.
  2. Tap the Services tab.
  3. Tap Troubleshoot TV issues.
  4. Tap the applicable option to start troubleshooting.
  5. If you’re still having issues after trying to fix the problem through the app, you can chat with an agent for additional support.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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28 days ago

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user_0866e3

21 Messages

30 days ago

I am having the same issue. Went through troubleshooting and even though it doesn’t solve the problem, it just ends with no other help. Not even an offer for service or anything. It just states that all is well on their end so I guess I’m just SOL? Please help!

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XfinityRoberto

Official Employee

 • 

1.5K Messages

Hi there @user_0866e3! I am sorry to hear that you are having troubles with the ABC channel. You are in the right pace and our Forums support team is here to help you out.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

 

Let me know if you have any questions.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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28 days ago

0

user_u9sgnm

1 Message

29 days ago

I am having the same issue and resetting modem does not work 

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Nacho7

Visitor

 • 

1 Message

I have the same issue for the last several days. 10/23/24

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29 days ago

0

XfinityAldrik

Official Employee

 • 

1.7K Messages

Thank you for reaching out to us @user_u9sgnm! Have you noticed if these picture issues on this channel happen during commercial breaks too?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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27 days ago

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XfinityRichard

Official Employee

 • 

1.4K Messages

Hi there, @Nacho7 I'm very sorry for the trouble you are having with that station. Since it's been a few days since you last posted, are you still experiencing trouble with that station? If so please don't hesitate to reach back out to us, so we can look further into that issue for you and get you taken care of.-Richard

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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27 days ago

0

user_qis7l1

1 Message

29 days ago

Same problem. Screen either locks up with sound continuing, or screen goes blank with spinning wheel with or without volume. 

1

0

XfinityJorge

Official Employee

 • 

1.7K Messages

Hey there! Thanks for using our Forums and for the comment bringing this to our attention. Are you still having the same issues currently, if so please send us a DM so we can work on this.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

27 days ago

0

user_f2b5ua

1 Message

6 days ago

Having rhe same issue!

1

0

XfinityShawn

Official Employee

 • 

1K Messages

 

user_f2b5ua Have you tried any troubleshooting through our Xfinity app/Xfinity Assistant? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

4 days ago

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