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6 comments
1.0

Update by user May 26, 2020

credit on my bill and an actual fix to the root problem (dug up and replaced the cable on my street)

Original review posted by user Apr 26, 2020

I submitted a BBB complaint this morning because I am so fed up with the way Comcast has been handling this problem. I moved into my current home in late Sept and have been experiencing the same problem w/ Xfinity TV since Oct: intermittent periods of pixilation, where picture is distorted and audio garbled.

Problem ranges from a roughly 3 horizontal bar of pixilation, to splotches of pixilation across the screen, to 75% or more of the screen being pixilated. When the problem is mild, it lasts a few seconds at a time, often multiple times an hour. When its severe, it goes on for several minutes until screen freezes, usually leading to an error (numerous errors Ive seen include: Were having some video issues. Please give us a moment to fix them.; XRE-03061; XRE-03059; & others).

On multiple occasions, entire screen goes black, & cable box is completely unresponsive so that I cant watch anything. Ive spent countless hours on phone w/ support, in chat w/ support, & in Twitter DMs w/ @comcastcares. Ive also had at least 4 visits to my home from techs. Ive tried 3 cable boxes, the most recent being a box that a tech delivered to my home on Apr 20.

Every time they perform the same troubleshooting & resolution methods, w/ no recognition of the fact that they have done these same things every other time Ive contacted them & these methods have not solved problem. Theyre using Covid-19 pandemic as excuse for stringing me along. Two problems w/ this argument: One, Ive been complaining since Oct. Two, Ive had 2 visits to my home in just this past week (last week of Apr), & these visits did not resolve problem; so how would things be different if no pandemic?

I'm requesting $15/month credit on my bill retroactive to March until problem is permanently fixed.

They say they don't do credits until after problem is resolved; doesn't that policy just disincentivize them from actually fixing it?? Others in my area are also having problems, which points to problem w/their infrastructure, so I suspect they're not going to fix the problem at all, which means I should start getting this credit NOW.

User's recommendation: don't get Comcast Xfinity TV in northeast Florida!

Product or Service Mentioned: Comcast Cable Tv Service.

Preferred solution: Price reduction.

Comcast Cons: Tv reception quality, Reliability, Customer support, Billing policy.

Comcast - Unacceptable video problems dating back to Oct 2019
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#2083502

Same

#1999010

I have been experiencing the same issue, but all they want is money.

#2015420
@PissedConsumer1999010

NBC-Concast continually lies to the citizens from blowing up gas tanks for ratings to shoddy service right in your home. TRUST NBC THEY HAVE THEIR OWN BEST INTEREST IN MIND. Certainly not the customer or the citizen.

#1877687

Fox news channel is the only channel that is not working.....no one at Comcast knows the answer as to why....

#2015421
@PissedConsumer1877687

Huh. NBC Concast is blocking the competing Network, sounds like an FCC complaint to me.

#1870264

Covid-19 isn't really an excuse. It's a global pandemic that's a little more important than your TV.