U

Visitor

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1 Message

Thursday, November 10th, 2022 12:59 AM

NHL Center Ice Issues - TVAPP-00116

Let me start off by saying I’m deeply frustrated. NHL Center Ice has not worked for me since the weekend of November 5-6, 2022. I’ve contacted Xfinity multiple times about the issue. I’ve repeated my story several times over again to each representative I spoke with. Inevitably I would be transferred to the advanced repair team. Each person told me the issue with NHL Center Ice is being worked on by Xfinity. I believed them each time. The representatives did an excellent job of making me feel as if the issue is being worked on. Perhaps, they truly are working on it. I have no reason to not believe them. However, what I can definitely say is I’m tired of waiting for a resolution to this issue with no end in sight. I keep reaching out and repeating my story. I was given a reference number and told to reach back out in 24-48 hours if the issue hasn’t been resolved. When I reached back out today, the representative I chatted with was unable to see my reference number. She said the reference number showed up as a series of “X’s” on her screen. I literally spelled out the reference number to her. But she never acknowledged it. Instead, she began asking questions I’ve answered several times before in other chats. I’m not frustrated with the representative. Just the process of the entire thing. It’s repetitive and at this point I’m near the end of my patience. I’ve read other posts from forum members experiencing issues with NHL Center Ice. For what it’s worth, I feel your pain. This is my letter/notice to Xfinity: please fix this issue we NHL Center Ice subscribers are facing. I’m tired of getting nowhere with the Xfinity representatives. I want to watch the hockey games I’m paying for. I don’t know what major issues you’re having with NHL Center Ice but please fix it immediately. I’ve followed your instructions of unistalling/re-installing Xfinity Stream multiple times. I’ve reset my Roku device as instructed. I’ve done what’s been asked of me by you guys. Please fix this issue. I’m at the point where I will cancel my subscription to NHL Center Ice and join the competition, ESPN+. I know people have mentioned it takes time to flip between games on ESPN+. That doesn’t even matter to me because at least I’ll get to watch hockey games I’m paying for.

XfinityRay

Official Employee

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1.1K Messages

3 months ago

Hello, @user_cf050b. Thank you for taking the time out of your day to share your experience with trying to get NHL Center Ice working. I apologize that you have been going in circles at times and that the issue is still not resolved. That is never something that we want to have happen and appreciate you sharing that with us. My house loves the Maple Leafs and I know it is very frustrating missing the games. I see that this is a known issue that our Engineering team is working on. The team is working around the clock to get that working once again. We will update this thread when we see the issue is resolved and appreciate your patience in the meantime.

Official Employee

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333 Messages

3 months ago

Good evening @user_cf050b. I hope you are doing well and having a great night. I wanted to touch base and let you know our team is still working towards a resolution. We truly appreciate your time and understanding while we work as quickly as we can to get you access. If you have any questions please let us know, we are here 24/7. 

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