MLB Extra Innings screen and and Audio Freezes

Amazing. Same here. Has anyone called?

I haven't....I can't stand there phone menu and the reps, based on past experience, have no idea what these sports packages are...so it's just frustrating from beginning to end. I have had some success with responses on this forum, but not this time...at least not yet.

Hi there. @user_03b8a8 ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry for the inconvenience you are experiencing with your MLB Extra Innings freezing. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

•   Click "Sign In" if necessary
•   Click the "Direct Message" icon 
•   Click the "New message" (pencil and paper) icon
•   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
•   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
•   - An "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

Same problem today!!! 

Hi @user_0g4zyz, 

Thank you for reaching out on this post. I see you're having a similar issue as well. I'm sure this has been a real headache, but we'll do our best to help. Can I get more details about the troubles and errors you see on your end?

@user_jsrt5w
Hello and thank you for your comment. We would like to dig into this further with you. At this time, we need to troubleshoot MLB Extra Innings issues individually. Please, send a DM to "Xfinity Support" with your name and address.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

I have reported it and told them that people all over are experiencing it. They told me they fixed it an automated message this a.m., but I wrote them back and told them that it was still doing it. So they set up a tech visit, even though I told them several times that it isn't just me. I suggest you sign in above (top right) and direct message them.....and that's the short version. Maybe if enough people contact them, they'll figure it out. Calling is useless. The call center folks don't even know what these sports packages are.

I am having this problem as well. I live in New Jersey (Jersey City) 

Hey there dominisc01, thank you for coming to the Forum for support with your picture issues. I love sports, so I can see why you'd want some support on this. Who's your favorite team? Are you still having the same screen and audio freezing issues? If so, have you tried any troubleshooting steps on your end? 

Thanks for the update, dominisc01. We can help troubleshoot here. Is this happening on all of your sports channels or just MLB? Have you tried rebooting the box manually or through the Xfinity App? 

Hi Dilary ,It is just happening on my one cable box. everything was checked and works great. it is not every day. It is every other day. 

It happens on Saturday game, when I start to fast forward up until about 45 to 50ty minutes into the game.

Then on Sunday game was fine. I have to wait till tomorrow night game to see if it happens again.

Because that is the next game for the Phillies.

Thanks for getting back to us, dominisc01. It would be better to troubleshoot the issue while it is ongoing. If you experience the same problem tomorrow, please DM us immediately for further assistance. 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging 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

Hi Xfinity Dilary  it seems to be finally fixed. Last Two game worked perfectly. One other issue is 

That I do not have to fix this issue on my end. It does have to do with the guide on the MLB Extra inning 

dvr side. It records both the home and away games I ONLY want the Phillies board cast. Same thing with the Yankees 

board cast it records all 3 of the games. And I ONLY need the YES version and not the MLB Extra. Can you let the ENGINNER

no what is going on. When I try to call in, I keep getting the run around from phone lady. please help.

Thanks for the update dominisc01. I am glad the issue has been resolved. What do you mean by DVR board cast? 

MLB extra inning has had no audio and hesitating video all day. I’ll try rebooting but it looks like I’m not alone.

@user_6gp2to​ I followed the promts from xfinity representatives but still nothing, I go threw this every year it seems. 

@user_6gp2to, I responded to your original post about this issue. Please check it out. Thanks! 

At least an acknowledgement and a refund would be nice. But of course no mass email or alert to paying customers 

150.00 for a frozen screen with no audio, you would think I’d learn my lesson 

@user_j01wpb This was resolved, with customers confirming their games played successfully. I also checked the board for known issues and there is nothing concerning MLB or the sport. What troubleshooting have you done?