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user_ro4cgl
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Monday, November 3rd, 2025 7:48 PM

pixeling and audio problems

Over the past month I have had constant problems with pixeling, audio cutting in and out and the picture freezing.  I have been through your customer support automated system and talked to a representative, as well as having three technicians out here.  But the problem continues.  I have replaced the original dvr box and one other box but still the problem persists.  The last technician installed a "screen filter" of some kind and that worked for a couple of days.  But the problem came back.  I don't understand why nobody can locate the problem and fix the issue.  At this point if I can't get any assistance, I'm looking at cancelling my xfinity and going to FIOS.  

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14 days ago

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user_3ggne5

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2 Messages

2 months ago

Same here, I went to Best Buy thinking my TV was the problem. They say the underground cable system is old, and most likely failing at some point. Sounds like a massive fix is needed in our area (Wood Hollow area in Novato CA). I may just switch services. Lookin into it now.

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XfinityDilary

Official Employee

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2.9K Messages

Thanks for your comment, user_3ggne5. I'm sorry to hear you're experiencing a similar issue. This is not the experience we would like you to have, and we'd like to help troubleshoot. What steps have you taken so far? Did you try rebooting the TV box manually or through the Xfinity App? Did you check the coaxial connection on both ends to make sure it's tight and there's no damage to it? 

 

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1 month ago

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user_3ggne5

Visitor

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2 Messages

Everything you mentioned has been done and has been double checked.

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16 days ago

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XfinityMatthew

Official Employee

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1.2K Messages

@user_3ggne5 Go ahead and send us a direct message with your full name and the service address. We will want to take a deeper look at this and troubleshoot some things from our end as well. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging 
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "Xfinity Support" graphic replaces the "To:" line 
Type your message in the text area near the bottom of the window 
Press Enter to send it. 

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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14 days ago

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XfinityGabriel

Official Employee

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2.9K Messages

1 month ago

 

user_ro4cgl, Hi there! Thanks for reaching out for support. As a consumer myself, I can understand the inconvenience caused by constant picture and audio issues. I am sorry to learn about this experience still happening after a technician visit and replacing the box. You've reached the right place. We are a team of experts who specialize in resolving service issues such as this over social media. Let's get this fixed. To get started, 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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