Visitor
•
1 Message
schedule a technician
We have two problems.
1. We are experiencing periodic audio and video outages on cable channels (not streaming). The audio will go out and then come back or the audio will repeat several times (like a hiccup in the middle of the program) or both the audio and visual will go out. It is most annoying.
2. We have one tv that seems to be in a permanent update loop yet the update never happens. The TV doesn't receive any able programs.
We need a technician to come out and fix these issues. They have been ongoing for several months.
XfinityChristy
Official Employee
•
2.6K Messages
4 days ago
u/user_kxts99 Thank you for reaching out via our Xfinity subreddit. I am so sorry to hear about the ongoing frustration you’ve been experiencing with your service. Dealing with audio "hiccups" and video outages is incredibly annoying, especially when you’re just trying to enjoy your favorite programs. Having a TV stuck in a permanent update loop on top of that is certainly not the experience we want for you.
Since these issues have been persistent for several months, I want to make sure we get this resolved once and for all.
Here is how we can help right now:
Signal Diagnostics: I can remotely signal your cable boxes to check for "noise" on the line or signal drops that typically cause the audio/video stuttering you described.
The Update Loop: For the TV stuck on the update screen, I can attempt a specialized remote reset that often clears those loops without losing your settings.
Technician Scheduling: If our remote troubleshooting doesn't show a clear fix, I will prioritize getting a technician out to your home to inspect the wiring and hardware in person.
To get started, please send a
[Modmail message](https://www.reddit.com/message/compose?to=/r/Comcast_Xfinity)
with your full name and address.
0
0
EG
Expert
•
115.3K Messages
4 days ago
@user_kxts99 @XfinityChristy This is not the Reddit platform or modmail. These are the Xfinity community help forums. To send the requested information in a private message via this platform;
• Click "Sign In" if that prompt is visible
• 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 but don't do that.
Instead, type Xfinity Support there. As you are typing a drop-down list appears.
• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
• Type your message in the text area near the bottom of the window
• Press Enter or tap the > icon to send it
See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.
[Permission from and credit given to BruceW].
0
0