02-10-2019 11:13 PM
I've had issues with a distorted/pixelated picture and choppy sound about 30 minutes to an hour of watching broadcast channels. When I would change try to change the channel, it would stutter or was unresponsive, then would restart itself on its own.
At first I thought that it would be poor signal strength, so I changed out the coaxial cable and added an amplifier. The television continued to behave the same, even if a particular channel's signal strength would be 4 or 5 bars.
I performed a factory reset with no change.
I switched out the unit with a Sony non-smart TV, which did not have any noticable issues with signal strength, picture and sound quality.
After a month of this issue occuring on a near-daily basis, I took it to Best Buy and had the Geek Squad take a look at it; After a few days, they said that they could not replicate the issue I was having. They said that if the problem would persist, they could have a Geek Squad agent come to my house and see if there is maybe an environmental issue that is causing the problems with the tv. They had also informed me that they had performed another factory reset.
Two days later, I'm having the same issue again. Do I have to call Geek Squad again so they can look at me like a crazy person or is there something else that I'm missing?
02-12-2019 11:58 AM
Welcome to our community! We appreciate the time you’ve taken to share your issue with your TV. We’d be happy to provide our two cents.
Your TV’s internal tuner shouldn’t be that drastically different the one in your Sony TV. Have you checked to see what signals you should be getting? We recommend using this tool, here, created by the FCC.
At this time, partnering with your local Best Buy’s Geek Squad would be the best option available, given the information you had shared with us. Geek Squad is responsible for all service related queries under the manufacturer’s warranty for this TV. We’re sorry if they had made you feel like you were crazy upon discussing your issues with them.
|Mariah|Social Media Specialist | Best Buy® Corporate|
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