4K Washed Out

I have an issue. When attempting to watch any sports in 4K over the air and through the cable box, the picture is washed out.

4K output through apps suchs as You Tube, Disney +, HBO Max all work and look great.

Steps taken to resolve issue:

1) Tried each HDMI port= same results

2) Tried a new HDMI cable in each HDMI port = same results

3) Updated software on TV to latest version = same results

4) Changed output on cable box from 4k 60 Hz to 4K 30 Hz = picture looks better (normal) but extremely choppy and not watchable

5) Changed output on cable box to 1080P and the picture looks great but defeats the purpose of a 4K braodcast.

I really would like to watch Olymipics in 4K but I am thinking it is just a pipe dream.

Help

Responses

XfinityJeniece

Official Employee

•

3K Messages

3 years ago

Hey there, thanks for reaching out through Xfinity Forums! We definitely want you to be able to watch the Olympics in 4K! I truly appreciate you performing all of those troubleshooting steps. We are here to help! I would like to take a look at your account to see if I can see any issues with your connection.

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page.

user_c85f02

Visitor

•

3 Messages

@XfinityJeniece As user_c6f33c said, changing the comcast box from 4k 60 Hz to 4K 30 Hz is what allows me to see 4k without white washout. At 30Hz, I also see some choppy drop outs (every 5-10 minutes for 1 second), but it is watchable. It seems to be a bandwidth issue that 60 Hz is not working properly and also causing drop outs at 30 Hz. Comcast is advertising 4k, but they don't say you have to use 30 Hz (even 30Hz is not usable for some). For sporting events, 60 Hz is needed. I read many posts about this issue, some from over a year ago, so it is not new, it must be known to those trying to answer the issue, and comcast has not resolved or even publicly addressed the issue. It is not an individual comcast connection issue, it is a wide-spread issue. Based on the many posts, someone within the comcast world must have experienced this issue too, so they must know of it. Because it continues, this means comcast doesn't care or don't want to do what is needed to resolve it. Either way, by not addressing it, customers will cut the cord. As has been stated in many posts and from my experience, the issue does not happen with other sources of 4k/60Hz. Please do what you can to get comcast to address and resolve the issue.

3 years ago

user_c85f02

Visitor

•

3 Messages

@user_c85f02 Using Speedtest, I have these speeds: Colorado Springs to DC: PING ms 48; DOWNLOAD Mbps 172.09; UPLOAD Mbps 19.44. This speed should be good for 4k/60Hz, but I must use 4k/30Hz to get usable 4k. At 30Hz, I have choppy drop outs every 5-10 minutes for 1 second. I'm curious what others who have more frequent choppyness have for speeds.

3 years ago

XfinityDemitrius

Official Employee

•

1.8K Messages

Hi @user_c85f02, we would be more than happy to check a few things and assist in troubleshooting and scheduling a service technician if needed. Have you already taken any troubleshooting steps to see if they help resolve the issues such as exchanging HDMI cord, power cycling the set-top box, and more? Please let us know at your next available convenience.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

3 years ago

user_c85f02

Visitor

•

3 Messages

@user_c85f02 This problem is not an individual comcast connection issue, it is a wide-spread issue as has been stated in many posts (not just this thread). From my experience, and other posts, the issue does not happen with other sources of 4k/60Hz, only comcast. The proof is in this thread. There are two known workaround fixes stated in this thread: 1) user_c6f33c: Changed output on cable box from 4k 60 Hz to 4K 30 Hz and 2) user_6266d7: change channel to the 4k channel. That forces me to use the 4K 60fps setting. Color stinks. While on that channel, I go back into Xfinity display settings and move back to the 1080p 60fps setting, then when it goes back to the 4K channel, it is very much in 4k, great colors, 60 frames per second. I verified that both work for me too. These cumbersome workaround fixes should not be necessary. Please report this thread to someone who can look into it and fix it.

(edited)

3 years ago

CCKrystal

Problem Solver

•

385 Messages

Thank you for your response and working with our team. We would be happy to run through some troubleshooting from our end to help determine the next best steps to resolve the issue. You are in good hands.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

I no longer work for Comcast.

3 years ago

KorbenDallasMulti

Visitor

•

4 Messages

3 years ago

I noticed this too and thought, hmm, someone made a choice to reduce the contrast so we could see more detail in the 4k signal and make it look more realistic. But the more I think about it the more that doesn’t sound right.

user_6266d7

Visitor

•

2 Messages

3 years ago

Has anyone reported Comcast 4k with GOOD Color at 60fps? At 4k 60fps, I too am washed out, 4k 30fps has great color, but choppy. 1080p 60fps is the best. My TV is Samsung 75" 4k 60fps Neo QLED - 2months old. I'm REALLY bummed I can't receive quality 4k at 60fps off Xfinity. Winter Olympics 2022 would be SOOOO cool if I can get this to work, and hopefully my wife would stop rolling her eyes at me. Please help

KorbenDallasMulti

Visitor

•

4 Messages

3 years ago

I did a bunch of settings updates and the picture is now stunning. The snowboarding especially.

Using inspiration from another post I read, I dug into my tvs input settings to make sure the input was set to accept an advanced picture quality Va standard and lo and behold it was only set to standard. I changed it to advanced, then updated a few other settings and the picture is outstanding. This makes sense as standard 4k is a highly compressed signal. I’m impressed that this level of signal is being broadcast.

user_6266d7

Visitor

•

2 Messages

3 years ago

I'm going with a software defect inside the Xfinity software. This is working for me: with my Xfinity settings set to 1080 60 frames per second, I change channel to the 4k channel. That forces me to use the 4K 60fps setting. Color stinks. While on that channel, I go back into Xfinity display settings and move back to the 1080p 60fps setting, then when it goes back to the 4K channel, it is very much in 4k, great colors, 60 frames per second. I know this because when I go back to the regular non 4k HD channel, it's not as bright and not as Crystal clear. When going back to the 4K channel, you must do the display setting dance again. But I'm convinced this is working. Picture is not choppy in the 4K channel. Because I did not change any settings on my tv, and the box thinks it's in 1080p 60fps but doing 4K, that points to software defect in Xfinity.

(edited)

KorbenDallasMulti

Visitor

•

4 Messages

3 years ago

That is some impressive QA testing you did! Now I’m curious to try and replicate and learn more.

i also attempted a sneaky workaround to recording the new 4k bu by programming it to record channel 1387 directly, but it didn’t work. The regular HD was recorded. I might try again with the prime time replays on 1388 but I don’t have my hopes up.

My current theory: new 4k signal bandwidth approach is at a higher color depth than last year 8 bit vs 10 bit, FPS could be a factor here because that level of data jump is massive. But since my tv can articulate between 4:2:2 and 4:2:0 and 4:4:4 etc, and changing the cable boxes tv input settings to accept higher bit depth signals fixed my picture, that leads me to this idea.

In turn it might follow that our 4k DVRs from last year could only handle recording the smaller 8 bit stream. But as this is all a big experiment, they took a gamble on a higher bandwidth for prime time, and sacrificed recording to appease the advertising revenue. Then, put up a second channel designated for constant replay of the previous 4 hours of prime time and ads to compensate for not being able to record it.

That’s all just wild guessing. I’d love to know the real story, but here’s the real thing. Comcast, you gotta tell us how this is going to work ahead of time. You know who is using this, just give us some pointers or something. We’d be giving out rave reviews if you’d given us some info on how it’ll work this year. SMH.

comc25

Contributor

•

123 Messages

3 years ago

This is a very common issue. You explained it perfectly. I have it as well as 3 other people I know.

Live streams are washed out. Very clear but the colors are off. Like you said, the apps are all perfect.

comc25

Contributor

•

123 Messages

@comc25 So I just switched the video display from 4K 60fps to 4K 30fps and looks great.

3 years ago

Channels and Programming

user_c6f33c

4K Washed Out

XfinityJeniece

user_c85f02

user_c85f02

XfinityDemitrius

user_c85f02

CCKrystal

KorbenDallasMulti

user_6266d7

KorbenDallasMulti

user_6266d7

KorbenDallasMulti

comc25

comc25

New to the Community?