Skip to main content
user_vckxl7
1st Topic

Visitor

 • 

3 Messages

Friday, June 12th, 2026 7:35 PM

TV Pixelation

This is a repeat issue.  Tech visit recently tried but was not able to fix the problem.  He removed amplifier that was installed on the line by Xfinity years ago, removed a filter on the line, checked the connection to the street, disconnected unused lines in the house.  He said signal strength is good.  Box is new.  HDMI and cable connections are new and wires were supplied by Comcast.  Internet and phone are working properly.  Phone support keeps wanting to reboot my box which does not solve the problem.  This problem started about one month ago.  No problem when streaming.  Pixelation happens on life connection and on programs recorded to DVR.  Pixelation happens at repeatable times on recorded programs.  I would like to get this elevated but can't get past phone support.

Question

 • 

Updated 

13 days ago

45

1

0

Oldest First
Selected Oldest First
XfinityEmilyB

Official Employee

 • 

2.9K Messages

16 days ago

 

user_vckxl7 Welcome to our Xfinity community forum! You've reached the perfect place to get help with your TV picture quality and my team will stick with you until you confirm everything is working flawlessly. Since you have already had a professional technician in your home to troubleshoot, I want to take a closer look at the account and find the best path towards a resolution. 
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon. 
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

 

4

0

user_vckxl7

Visitor

 • 

3 Messages

@XfinityEmilyB​ I continue with pixelation and sound problems. this morning, I received a voicemail from Xfinity that they have found the problem for my television and repaired it. Do I still want a service visit. This morning when I turned on the television after receiving that message, there was no picture and I am stuck on the welcome screen. Unplugging and plugging in the cable box does not work. I can’t send a refresh signal. Whatever Help Comcast provided last night has made everything worse. I hope the visit tomorrow is by a tier 2 technician. This is extremely aggravating. We are long time customers. This is making me question my loyalty to Xfinity.

Like

Reply

13 days ago

0

XfinityEmilyB

Official Employee

 • 

2.9K Messages

 

user_vckxl7 Thank you for keeping me posted so we can continue working together. I would feel the same way in your position and I want to make sure this is resolved so you can enjoy the TV service you pay for. Please respond to my Direct Message so I can view your account and try to make improvements while we wait for the technician tomorrow.  
If you don't have it already, check out our Xfinity Stream App, which lets you watch TV when your cable box is acting up. You can access On Demand content and even view/schedule new recordings. I personally love it! You can learn more here: https://www.xfinity.com/support/articles/getting-started-xfinity-tv-mobile-app. 

 

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 as Best Answer.tick

Like

Reply

13 days ago

0

user_vckxl7

Visitor

 • 

3 Messages

You already have my name and address. This situation started one month ago. Since then, I have replaced the cable box and all connection wires and had a technician visit my house several weeks ago and tell me everything was OK. It’s not.  if you reply to this message and assure me this will not be posted to the forum, but goes directly to you. I will repeat my name and address if necessary.

Like

Reply

13 days ago

0

XfinityJeffB

Official Employee

 • 

431 Messages

To ensure we are able to keep your info private, please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. 

 

How to Send Us a Direct Message:

Click "Sign In" if necessary.
Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
Click the "New message" (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.
A "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.

 

If you want to send a short message to verify it is in DM first ("Hello, is this a private message" or something to that effect), that is totally fine. This will help us protect your privacy.

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 as Best Answer.tick

Like

Reply

13 days ago

0

forum icon

New to the Community?

Start Here