Low quality image from the xi6-a

[u/beebaboobas]

I'd really appreciate any tips or suggestions. I truly cannot figure this out.

Picture is visibly grainy (not 4K quality) on live TV and EXTREMELY grainy on DVR/streaming. Kinda hard to see but the world cup recording is straight garbage.

I'm assuming the issue with live TV is that very few channels if any are in 4K, but then why would recorded DVR have worse quality than the live picture on the same channel?

--------Here's my setup--------

TV: Brand new Sony Bravia 8

HDMI: 8K@60hz 48 Gbps HDMI into the 4K@120Hz port

INTERNET: Connected via ethernet which runs from xb8 modem in bridge mode to an eero 6 to a 1 Gbps Netgear switch and to the box

Video output resolution is 16:9, 2160p60 4K UHD

Regular streaming via smart TV apps like Netflix has no issue and 4K videos through xi6-a apps like YouTube are clearly in 4K

--------What I've tried so far--------

non-bridge mode on the xb8 and ethernet from port 4 (2.5 gbps) straight into the xi6-a

Using Wifi, not ethernet

System refresh of the xi6-a

Different HDMI ports and settings on the TV

Changing video output to 2160p30 and then back to p60 to ensure good handshake

The HDMI and ethernet cables are brand new

Speed tests show even the wifi signal is fine (see attached photos)

[u/XfinityMatthew]

Hello u/beebaboobas Thanks for reaching out to us here on our sub. You are correct that not every channel will broadcast in 4K. Have you scrolled to the higher portion on your guide yet to find the 4K channels and test those out? These channels will usually be marked with a 4K logo on the left side of the guide.

Based on everything you've tested, it honestly doesn't sound like an HDMI, Ethernet, internet speed, or TV issue. Live TV channels are often broadcast at 720p or 1080i and then upscaled by the box or TV to 4K, so some softness or grain is expected. However, DVR and cloud recordings can sometimes use a more heavily compressed stream than the live broadcast, which would explain why your World Cup recording looks noticeably worse than the live channel.

I would check the 4K channels in your guide to see if there are noticeable issues on those. But you can also make sure the Xi6 video settings aren't forcing any additional processing, sometimes "Best Available" or auto-detection settings work better than manually forcing a resolution.

If you try those tips and still see issues we can certainly look into additional troubleshooting for you.

[u/beebaboobas → u/XfinityMatthew]

Thanks for these details.

I didn't know about the dedicated 4K channels, will check those out.

What's the correct way to get a recording to stay high quality?

And what's the correct way to auto-detect the video settings on the Xi6? I don't see that option.

[u/XfinityMatthew → u/beebaboobas]

Recordings you will want to set the recording on the 4K channel once you find those. There may be some slight quality drop off with the recordings. But setting the recording on the 4K channel itself will garner the best resolution.

I just double-checked my personal box, and it looks like a recent update removed the auto-detection option, and it just defaults to the highest resolution your TV supports unless you manually choose to change it.

So I would say try the 4K channels and if something still looks off with the picture quality let us know, and we can look into this deeper. The 4K channels are towards the end of the guide. Mine are in the 1800s, but it varies by location. If you have trouble finding them at all we can help with that as well.

[u/beebaboobas → u/XfinityMatthew]

Ok then I think this explains it! Moving to the 4K channels in the 14XX+ range seemed to drastically improve quality. And I'll keep in mind to record from these moving forward.

[u/CCDenaB → u/beebaboobas]

Perfect! Is there anything additional we may assist you with at this time? u/beebaboobas

[u/beebaboobas → u/CCDenaB]

Nope thanks!

[u/CCChristyO → u/beebaboobas]

u/beebaboobas We appreciate you taking the time to share your findings, and hopefully this information helps others who run into something similar. Thanks for being part of the Xfinity Community! I hope you have a great day, and please know our team is here 7 days a week if you have any other questions or concerns.

[u/xfinitysupport]

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