New Poster
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2 Messages
FreezingSkipping Pixlation
First the Xfinity voicemail app stopped working. Next I have had skipping freezing pixelated issues with the tv service for past 3 weeks. I have rebooted/reset no less than 25 times. I have called to speak to live agent and it’s impossible. Xfinity assistance is useless. After 3 days of back)forth with the Xfinity Assistance an appointment was scheduled and confirmed with email for 9/16 at 8AM which no showed up or called and I lost a days work. I pay $230 monthly and the service is horrible. No one called to see if my service was working properly before canceling or not showing for the scheduled appointment.
XfinityChristy
Official Employee
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1.8K Messages
5 months ago
@Missy73 Hello and thank you for reaching out via our Xfinity Community Forums. I’m so sorry to hear about the trouble you’ve had with both your voicemail app and TV service, and I completely understand your frustration—especially after taking the time to schedule an appointment and losing a day of work. This is absolutely not the experience we want for our customers, and I’d love to help make this right for you.
Since you’ve already rebooted and reset multiple times, let’s take a closer look at what’s going on. Have you noticed if the pixelation and freezing happen during specific times of day or certain channels? Also, regarding the missed appointment—was there any indication that it had been canceled or rescheduled in the email confirmation?
Please send me a DM with your full name and address, and we'll make sure we get this situation handled by work through this together to get everything back on track!
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C286
Regular Visitor
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4 Messages
27 days ago
Pixelation, picture and sound pausing.
All TV’s in my house have the same issue. It started when I switched out my cable box for the new x1. I had no issues with the old box. With the new box I immediately experience a lot of pixelation on several channels. After trying all the recommended fixes I still had the problem. Out of frustration, I replaced the box with another and experience the same issue only to a lesser degree. I then had an appointment for a technician to come to my house but before that date the problem seemed to resolve itself so I cancelled however it’s started again. Now I’m experiencing less pixelation but instead regular pauses in the picture and sound. Sometimes after the pause, the picture turns black for a moment then the picture and sound come back on. For what I pay month for my service I shouldn’t be experiencing this problem especially since there was none of these problems with the old box other than I was limited in the apps I could access.
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