NHL Center Ice -- New season, same problems

There were 7 NHL games last night, so 14 channels in all (1 per team).

I didn't care about all of the games but I checked all 14 channels.  12 channels worked, 2 did not.

Got it! We would like to check the signals going to your home. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

@XfinityAntoine​ I am having the same problem as the message sender 

@XfinityAntoine

I'm able to watch center ice games on my phone tha​t are having problems playing on my tv? What might be the issue?

Hello @user_830qa2, Thanks so much for taking a moment out of your day to leave a post on our community forum. Are you also getting the error "XRE-03137 – Sorry, We're Having Trouble Connecting"? 

We want you to enjoy all the action, and Our Digital Care Team can help @user_kk92e0! Is there an error code or message you're receiving on some NHL Center Ice channel on TBS, or channel 3070?

We get error code XRE-03137 when trying channel 3070 on any of our TVs, and I have claim <Edited: "Personal Information"> unresolved since 9/26/2023.  We can stream channel 3070 on the app on our phones when on home wifi, but can’t get it on any tv in the house.

@user_kk92e0 Thank you for reaching out via our Xfinity Forums. I would be happy to look into this channel issue with you. To get started, send our team a direct message with your full name and full address.

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@XfinityChristy​ 

I am so tired of spending hours on chats & on the phone with Xfinity & it is never resolved

I am getting that as well.  It always starts in the middle of the intermission then sometimes extends into the new period, which it shouldn't. 

This problem seems to be between NHL Center Ice and the sports network providing the feed.  It probably doesn't have anything to do with Comcast.  It seems as if NHL Center Ice is intentionally blocking some part of the intermission.  If you google around, you see posts about this in other forums.  

On the positive side, I haven't had any transmission / failed to connect issues on any of the games in the past few nights.

Yes -- it happened yet again last night on the Boston feed of the Boston-Anaheim game.  It's like they are purposely blacking out some of the intermission but then no one turns the signal back on in time for the next period.   This happens both on the Comcast cable box and on the Comcast app on the Roku because the problem is between NHL Center Ice and the sports networks providing the signal.

This is the kind of stuff that went on last year -- and it was never really fixed although as the season went along, it happened less frequently.  Right now it is happening pretty much every night.

On the Comcast side, there's never a person who says he/she is in charge of managing the relationship with NHL Center Ice.   

@user_b3c9f3. Thank you for reaching out over Xfinity Forums in regard to the NHL Center Ice messaging without returning to the game when it is supposed to. NHL Center Ice is subject to the same blackout rules that apply with regular broadcast games, but the scenario you're describing doesn't sound like it is tied to any blackout restrictions. 

I would like to investigate this further, as we want you to be able to enjoy your NHL viewing experience. Since I will need to gather some information to locate and authenticate your account, would you please send a direct message: 

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To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address. 

I created the ticket and my box was rebooted, which I do from time to time anyway.  

There are 14 games tonight so I tried to check a bunch of them out.  A few channels didn't work.  Buffalo-Ottawa worked just fine on the Ottawa feed but the Buffalo feed didn't work for probably close to an hour (you get the XRE-03137 cannot connect error).  Most of the rest of other games were okay but the Colorado feed of the Colorado-Islanders game wasn't working for awhile either.

The "We Will Be Right Back" screen popped up twice at intermission of Tampa-Carolina but only for 1-2 minutes each time and the game came back before the start of the next period.  NHL Center Ice definitely appears to be blocking some content, maybe local promos, which is fine as long as the game comes back before the next period.  The worst blocking has been the Boston NESN feed which has extended far into the next period.  The next NESN feed is Boston-Anaheim game on Thursday.

Thank you for your feedback, and for allowing us the opportunity to help create your ticket to get this issue reported, @user_b3c9f3. 

The good news is that there no NHL Center Ice "We Will Be Right Back" outages at all during the Boston-Anaheim game last night.  Not even for a minute or two.

After that game, I surfed around to the other games.  The St Louis-Calgary game didn't connect on the Calgary station but was fine on the St. Louis station.  Same thing with the Islanders game, one feed working and one not working.  The rest of the games were fine.  Half an hour later I went back to the Calgary channel and it was working by that time.  This is pretty much how last season went.  If you're interested in a particular game feed and the broadcast is not working for a while, you just switch over to the other team's feed of the game and watch it there hopefully without problems.

Same problem different year. This is not a signal problem. Everything works fine except Center Ice. Please fix ASAP please

@Gunnar1979 Thank you for reaching out to us here on our Xfinity Forums. I would love to look into this concern further to see how we can better assist you. Please send a DM to Xfinity Support with your full name and address to get started. 

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So channel 3083 works fine tonight. BUT 3095 same game but Canadian feed does not . I don’t see it as a hardware issue

I am having the same problem with Xfinity in Colorado.  I would like to watch the game on channel 3095 but it does not work.  Same game on channel 3083 works fine.  What is going on with Canadian feed?

Thank you so much for the response and we are sorry to hear that this is going on @Gunnar1979. Please send us a DM by following the steps above and our team will be happy to further investigate this for you.

@user_can444​ Of the last four games on the Boston Bruins channel, 3 games have been fine.  The fourth one, last Saturday night, the channel did not connect for at least half the game.  Then suddenly it returned.  Most of the rest of the games on Saturday night seemed to be okay.  When a game doesn't work, I switch over to the Comcast app on the Roku and watch the channel there.  The two downsides of the Roku / Comcast app are that I cannot rewind at all to see a play again, and at least with my setup -- the Comcast app is at least 60-90 seconds behind the broadcast on the Comcast cable box, so you kind of don't want to look at the stats on your phone of the game because the score may change there before it changes on the tv app broadcast.

As I started this topic off, this is the same behavior as last year.  Most games are fine, then you have random channel(s) that don't work on a particular night. There's no pattern to it at all.  It is kind of maddening.  If you have the Comcast app on a Roku or other streaming device, you can continue to watch the channel that is not working on the Comcast cable box.

Good evening @user_m8gvrd, and thank you for reaching out on our Community Forums, we are sorry to hear that you are experiencing this issue as well. Is the issue still occurring? May I ask what troubleshooting steps you have tried so far? 

Greetings! Thanks @user_hsako3 for using our Forums to contact us. Are you still having issues at this time? We are happy to look into this.

This is my second year of intermittent, random problems.  And last year I got a new cable box and the signal checked outside at the box.

The problems are completely random.  Different games on different nights, out for a few minutes here, out for 30 minutes there.

The one fix is my Roku.  I run the Comcast app on the Roku and there are literally no problems.  As I stated in an earlier post, the downside is that the feed is 60+ seconds behind the feed on the cable box, so don't be looking at the gamecast on various web sites on your phone, otherwise you'll see things happening on the game before you see them on the feed on the Roku.

The cheap Roku is $30 -- I would be very unhappy without it as a backup -- and sometimes I end up watching the whole game on the Roku.

Hello, @user_2bc064 and thread. I deeply apologize that issues are happening when you are trying to watch the game. I know that is frustrating and that is definitely not something we want you going through. From all of your troubleshooting steps, this has been recognized as a known issue. This happens when we troubleshoot and open tickets for the same issue. Our engineers are working to get this fixed. We will update the thread as we have further information and appreciate your patience while the work is completed.

As a temporary workaround, we recommend trying to reload the channel by going to a different channel then back to the right one, or trying to watch on the opposing team's channel. 

Hey there, @user_evxump thanks for reaching out through Xfinity Forums regarding the issues you are having with Center Ice. I would be happy to help you with troubleshooting. 

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@user_lmpdrb Thank you so much for letting us know you are also running into the XRE error messages and codes. As stated above by @XfinityRay this is a known issue and our engineers are working to ensure it is resolved as soon as possible. As a temporary workaround, we recommend trying to reload the channel by going to a different channel then back to the right one, or trying to watch on the opposing team's channel. Once more information is available we will make sure to update the thread. 

Hey there @user_764c3b thank you so being active on our Forums and for your comment. We are sorry to hear that you are also having issues and our team is happy to work with you to see how we can make this better for you. To get started can you please send us a DM with your full name and service address? Here's the detailed steps to direct message us: 
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@user_kjdf7q thanks for reaching out through Xfinity Forums regarding the issue with Center Ice. We would be happy to help you with troubleshooting here on this platform. Can you please send us a Direct Message with your full name and address? 

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Hey there @user_dgwczb, I'd love a chance to work with you and help with that error code you were running into. Are you still having issues? Is this only impacting that particular channel?