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Trying to View a Video

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When I click on a video on the Xfinity home page, it says it is loading but it never opens.  It just keeps saying it's loading.  It's been this way for several months and it seems like it started when I selected a lower-priced option for Comcast cable tv.  I called Comcast and the person I spoke with kept trying everything she knew to try.  She took my telephone number and said a technician would call me back.  Of course, that never happened.  Any ideas before I try calling Comcast again?  Thanks!