Pixelation happens when the signal for the channel you are trying to watch is too weak or has too much noise. This might be because of a bad cable box or a problem at Comcast/Xfinity (check https://www.xfinity.com/support/status/, 1-800-Xfinity voice response, or the "Xfinity" app) but is most likely due to a poor connection between the box and Comcast's network, usually in or near your home.
Troubleshoot by checking all connectors for corrosion and tightness, and by looking for damaged coax cable. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power. You might also try unplugging the cable box/DVR/digital adapter power cord for a minute or so.
If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Xfinity, or use one of the options on https://www.xfinity.com/support/contact-us/. Ask them to check the account setup and send a refresh signal to the box. If they can't fix the problem remotely, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast/Xfinity originally supplied them) you'll probably have to pay for the visit (approx. $100) unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast/Xfinity cable box/DVR/digital adapter or anything outside your home, you shouldn't be charged.
user_w8vrzr Hi there! Thank you for reaching out via our Xfinity Community Forums. I wanted to check in and see if you had a chance to review the information our Problem Solver Bruce shared. I know pixelation issues can be frustrating, especially when they interrupt your viewing experience. If you've tried those steps and are still having trouble, please let us know. We're here to help and would be happy to look into this further with you.
BruceW
Gold Problem Solver
•
27.6K Messages
11 days ago
Pixelation happens when the signal for the channel you are trying to watch is too weak or has too much noise. This might be because of a bad cable box or a problem at Comcast/Xfinity (check https://www.xfinity.com/support/status/, 1-800-Xfinity voice response, or the "Xfinity" app) but is most likely due to a poor connection between the box and Comcast's network, usually in or near your home.
Troubleshoot by checking all connectors for corrosion and tightness, and by looking for damaged coax cable. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power. You might also try unplugging the cable box/DVR/digital adapter power cord for a minute or so.
If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Xfinity, or use one of the options on https://www.xfinity.com/support/contact-us/. Ask them to check the account setup and send a refresh signal to the box. If they can't fix the problem remotely, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast/Xfinity originally supplied them) you'll probably have to pay for the visit (approx. $100) unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast/Xfinity cable box/DVR/digital adapter or anything outside your home, you shouldn't be charged.
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XfinityChristy
Official Employee
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3K Messages
9 days ago
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