UNCNU's profile

Contributor

 • 

37 Messages

Tue, Mar 23, 2021 2:53 AM

League Pass/Center Ice pausing

For the past week the games on NBA League Pass and NHL Center Ice keep pausing.  Every few minutes the game will freeze for two or three seconds.  Sometimes the audio continues, other times it also freezes.  This is only happening on those channels.  Anyone else experiencing this?

Responses

Official Employee

 • 

214 Messages

3 m ago

Hello, @, thank you for reaching out in our forum and giving me a chance to help you with your freezing issues. That sounds super annoying and no way to watch a game, so I can only imagine how you've been feeling the past week. Just to make sure we're on the same page, is this only happening to live TV and on these channels only? 

UNCNU

Contributor

 • 

37 Messages

3 m ago

Correct.  If, e.g., I am watching an NBA game live, every minute or two it will freeze for a few seconds, then continue.  You do miss whatever occurs so it's not merely a delay.  As an example, a player will shoot the ball, the game will pause, then when it resumes the ball is already through the basket and you never saw it occur.  Unfortunately it's not just once or twice a game, but every minute or two throughout the game.  This is occurring on every channel in the sports package (channels 3034 through 3098).  It is not happening on regular sports channels like the NHL Network, NBA TV, etc.

Official Employee

 • 

214 Messages

Thank you so much for the additional details @, we really appreciate you working with us! Are you experiencing any error codes on these channels as well? May I ask what model cable box you are utilizing? If you have multiple cable boxes, is this happening on all of them or just one? Have you attempted to restart the cable box? Rest assured, we'll work with you until this gets resolved! 

UNCNU

Contributor

 • 

37 Messages

3 m ago

I have received an error code, though I don't recall what it is (there are no games currently on so I can't test).  It doesn't happen on all the sports channels.  For example, yesterday the LA Clippers played the San Antonio Spurs.  If I pulled up the guide and went to the Clipper channel, it might say there is an error and the channel isn't available.  If I went to the Spurs feed it would tune in fine (but would still have the pausing issue).  This error code seems to only happen when I select the channel from the guide--if I used the up/down button on the remote it would then tune in.  It also didn't happen every time I used the guide (but again, the pausing issue has been occurring in every game I've watched the past week).

I have two boxes and the issue is on both.  I have a larger 4K box and then a tiny regular HD box.

I unplugged the boxes and TV about a week ago for another issue (in that situation other sports channels like ESPN were not tuning in) but I don't recall if this new issue existed at that time or arose afterwards.

Official Employee

 • 

214 Messages

@UNCNU, I hear you loud and clear, thank you for being so detailed in your responses, it helps a ton to get us on the same page. I'd like to run some targeted troubleshooting with your equipment. In order to do so, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

UNCNU

Contributor

 • 

37 Messages

3 m ago

email address or home address?

UNCNU

Contributor

 • 

37 Messages

3 m ago

Also, I did disconnect the cable box and reconnect and that did not solve the issue.

UNCNU

Contributor

 • 

37 Messages

3 m ago

By the way, another customer posted a similar issue (and a few others replied they also had the problem) so it seems to be a comcast signal issue.

Official Employee

 • 

2.4K Messages

Thanks for replying, @UNCNU

 

It would be the home address. Please private message us so we can look a bit deeper into your account. Thanks again! 

Visitor

 • 

2 Messages

3 m ago

 I am having same issue.  Got on multiple calls and we are all getting the run around in my opinion.  there are issues with XFinity and/or this streaming service.  

(edited)

Official Employee

 • 

119 Messages

Oh no @user_55cdeb, I am sorry to hear you have also experienced problems when watch NBA League Pass and Center Ice. We certainly don't want this to be a problem moving forward. I hate the idea of you feeling like we don't care or value your business. I would be happy to help investigate further. Can you send me a private message with your full name, full name of account holder (if different), and service address? To send a private message click the chat icon in the right corner and select "Xfinity Support" from the drop down. We look forward to hearing from you!   

Contributor

 • 

41 Messages

3 m ago

Add  me to the list with the same problem with Center Ice. It will be interesting to see if the same problems will occur with Extra Innings with the start of the baseball season on Thursday.   

Official Employee

 • 

232 Messages

Hello, thread! I was helping one of our fellow community members a while ago and we sent out an initialize signal. After we did that they were able to watch the game without issues. I am not seeing a known issue for this so speaking in a private message is very helpful so we can get to the root cause and scope of this issue. Anyone that posted that still needs assistance please send us a private message. To send our team a private message, click the chat icon at the top right of the screen. Choose the handle "Xfinity Support".

UNCNU

Contributor

 • 

37 Messages

3 m ago

Can't even order extra innings online.  Comcast is an internet service provider yet you cannot order their services over the internet.  what a joke.  And there's not even an option on the TV to order it.  Such a garbage company.

Official Employee

 • 

214 Messages

@UNCNU, I would be just as upset as you, especially since it's opening day but I still have your back. I'd love an opportunity to help turn this situation around. In order to get started can you please send me a private message? 

dcfox

Regular Contributor

 • 

332 Messages

3 m ago

@ComcastMarcos Other Comcast employees are saying to only send a message to Xfinity support in chat not a person. It would help them say how to and to clarify that for those that are not familiar.

(edited)

Visitor

 • 

1 Message

3 m ago

We are having the same issue with NHL center ice. We are watching the NY feed of MSG (3086). We had a tech visit yesterday. New boxes.  Still freezing and sound going out - about 2-3 seconds each time and it happens every few minutes - sometimes 3x/minute. It happens during the game, commercials and in between periods. We are in New Hampshire. 

(edited)

Visitor

 • 

1 Message

3 m ago

I have this issue in Sacramento watching NBA League Pass. The channel freezes, audio pauses, and sometimes the screen turns black. It doesn’t matter which team we watch, the same issues happen on them all. 

Official Employee

 • 

200 Messages

Hello, @user_91406e. I see you, including others, are reporting issues with the NBA League Pass. We are working with everyone individually to help narrow this down. We ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to direct your message to us. Please add your first and last name to help us locate your account. Let me know if you have any questions.

Visitor

 • 

2 Messages

3 m ago

With all these people having issues and most others probably not even bothering to complain here, it’s hard to believe you cannot diagnose this issue.  

Regular Visitor

 • 

6 Messages

3 m ago

Hi, having the same issue with NHL Center Ice and MLB Extra Innings.  These channels only and freezing every few minutes. Makes it very tough to watch a game.  Unacceptable given the price we are paying for these packages.  

UNCNU

Contributor

 • 

37 Messages

3 m ago

This is not an individual issue that can be solved one on one--Comcast needs to fix their signal.  The screen turning black is new for me now and even more annoying--a few times I've had to switch the feed.

New to the Community?

Start Here