Have had pixelation for week. Restarts and cable inspections do NOT help. All channels pixelate but streamed channels are OK. Help.

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XfinityRichard

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2.4K Messages

3 days ago

Hi there, @Vican75 I'm sorry to hear about the trouble you are experiencing with your channels. Since it's been a few days since you posted, are you still experiencing trouble with your channels being pixelated? If so please don't hesitate to reach back out so I can assist you further in troubleshooting the issue.-Richard

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Vican75

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The 800-934-6489 number just sends you in a loop - no way to ever speak to anyone about picture quality. So I then called and said I wanted to possibly upgrade. Amazing how quickly a live person came on line. He claimed my box is out-of-date, perhaps he is right, it is over 10 years old. However, I pointed out that when I stream, there is no problem. Never-the-less I agreed to accept a new box (due to arrive next week). I am skeptical, but willing to see what will happen.

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3 days ago

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XfinityRichard

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Good Morning,@Vican75 since the box is over 10 years old that may be the issue. I'm sorry for the trouble you are experiencing contacting our customer service. I'll check back in with you next week to see if that fixed your issue.-Richard

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3 days ago

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Vican75

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Thanks. I will respond.

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3 days ago

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Vican75

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7 hours ago

I am very dissapointed. Xfinity sent me another modem instead of a DVR box. Apparently Xfinity agents dont understand that TV issues, pixelation, have nothing to do with modems. Modems are for internet and wifi NOT TV. Earlier this month they sent me a new modem which I installed and have been using. Meanwhile, TV pixelation is getting worse. Now Xfinity has changed my service plan and thinks I am supposed install another modem.

I have no idea what to do next. I can only get live sales agents who clearly do not understand their products.

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XfinityGabriel

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2.6K Messages

Vican75, Yikes. This is definitely not how we want you to feel. I am sorry to learn that we sent another modem instead of a DVR box. As a customer myself, I understand the importance of being able to enjoy your entertainment without pixelation or service issues. You've come to the right team. Over social media, we are a team of live experts who are dedicated to providing support for issues such as this over social media. We can help turn this around. Normally, when there is a package change and you receive a new modem, it is due to having an older modem model. We would be happy to ship you out a new DVR box on our end. You also have the option to swap out equipment at your nearest XFINITY store to avoid a shipping fee. To view your nearest XFINITY store, please feel free to visit this link here. If you would like us to have one shipped out to you, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

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6 hours ago

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Vican75

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Sent a direct message, but the message was directed to XfinityGabrielS not XfinityGabriel. Dont know if it got through. ??

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5 hours ago

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XfinityGabriel

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Vican75, After clicking on the "direct message" icon, input our shared handle "Xfinity Support" to send us a direct message. Are you able to input "Xfinity Support" instead of XfinityGabriels?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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5 hours ago

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Vican75

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OK I sent the info to Xfinity Support. Will that put things in motion? Pls advise

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4 hours ago

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Vican75

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7 hours ago

My DVR box is Model PX013ANC. While it might be the issue, it seems more likely to be a weak signal from Comcast. If I could ever find someone to come out to the house, see the pixelation and measure signal strength/quality it might get solved.

But the "Virtual Assistant" has no clue what the issue is and is not equipped to handle this issue. But I cant get live tech support. Help.

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Vican75

Have had pixelation for week. Restarts and cable inspections do NOT help. All channels pixelate but streamed channels are OK. Help.

XfinityRichard

Vican75

XfinityRichard

Vican75

Vican75

XfinityGabriel

Vican75

XfinityGabriel

Vican75

Vican75

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