Pixilated and intermittent outages

Since 2026 we've had issues with tv services at both our houses in Galveston and Houston. We've had techs out and have replaced multiple tv receivers and now my son has the same issue at his house. This is clearly an issue with Xfinity and not hardware! I'm tired of paying for services that only work part‐time and your automated and outsourced NOC is insult to injury. I'm ready to switch

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XfinityDena

Official Employee

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4.5K Messages

8 days ago

@Slbrox3141

I understand how important your services are to you as they are to me as I also to work from home full time and any service issues will cause a headache not only to not be able to assist my customers but prevents my kids from getting school work done and being entertained while I am working!

We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. Have you checked there yet? If no interruption, I want to make sure we are respecting your time and not repeat the steps you have taken previously. What troubleshooting steps have you taken?

I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!

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Slbrox3141

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2 Messages

Again, over been with xfinity for over 20 years, yes I am aware of the various methods one can request troubleshooting, the issue is first getting through the obnoxious automated system without stroking out due to your blood pressure being raised having to repeat everything multiple times because the AI [Edited: "Language"]! Then after you get through the loop and have rebooted your box multiple times and get passed to wait on hold for 45 minutes to speak to a human with an accent so thick you can't understand them and another 5 reboots they still don't see any issues on their side, I suspect they don't see antenna metrics, which is an issue. At the end of the day, I'm paying $500 a month for two houses with services that don't work and since xfinity can't see the issue I'm not eligible for loss of service credits and sending a tech does nothing for me because it's xfinitys network andlocalized issue. issue, but xfinity already knows that.

(edited)

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2 days ago

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XfinityKassie

Official Employee

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2.6K Messages

Slbrox3141 I hear where you are coming from, and I wouldn't want to pay for services that aren't working properly either. Let's take a look and see what's going on. Please send us a Direct Message with your name and the service address we will be working with today.

Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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3 hours ago

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Slbrox3141

Pixilated and intermittent outages

XfinityDena

Slbrox3141

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