U

Visitor

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1 Message

Sun, Apr 11, 2021 12:55 AM

NHL Center Ice stutters, stops

all season, most every game - the sound or sound+picture stops for a few seconds every few minutes. maddening. what are we paying for? is this a universal problem with Center Ice or just my house or? 

Responses

seattle4sports

Contributor

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40 Messages

1 m ago

It is not just your house as many of us have complained on this for some time in a number of different threads but seemingly Comcast has no answer or a resolution to this. It is totally frustrating as we are paying extra for this sports package. And the same thing happens with Extra Innings.    

Official Employee

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185 Messages

Hi @user_61ee25 and @seattle4sports, I'm sorry to hear that you're both having issues with NHL (and MLB, it sounds like). Have you already checked to see if the coaxial cable unkinked and unbent? Are the connections at either end snug, but not super tight? Is there a splitter on the line inside? Do you see any damage, fraying or corrosion on connections? Are there any other channels that are having issues? Any error messages that pop up? 

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jth182

Regular Contributor

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128 Messages

1 m ago

Yep, problems with MLB Extra Innings here too. Very frustrating!

Contributor

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40 Messages

There are numerous threads over the past several months concerning the picture and sound pausing during the games on Center Ice and now on Extra Innings and it seems that it is happening in different parts of the country and the only response we get from Comcast is to sent a private message or Comcast Gina telling us to do various checks on our cable connections.  She also asks if this problem is happening on other channels and the answer is no as it only happens on Center Ice, Extra Innings and apparently on NBA League Pass. 

 

So it seems that this is a problem on the Comcast side and I am sure that the company has technicians that should be able to find out what is causing these problems and fix it . It is also not a local issue or with individual customers with people reporting on it from different parts of country but a problem that should be addressed by Comcast. After all we pay extra for these sports packages and we should receive them without the continual problems that numerous customers have been posting about and add to that the customers who are having the same problem but are not posting.   

Official Employee

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185 Messages

Hi @jth182  and thanks for the additional information, @seattle4sports! At this time, there is not a known issue so checking the connections is a pretty easy first step and allows us to rule that out, so we definitely appreciate you taking a look. If the connections show no issues, please click on the little chat message bubble icon in the upper right and send a private chat to "Xfinity Support" with your name and the service address so we can get a ticket opened on your accounts about this. 

(edited)

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

Visitor

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7 Messages

1 m ago

I'm just going to post on all the threads with these problems.

Oregon - first time I've ordered an add on package - MLB EI - watching live seems to be fine but the cloud recordings just don't function.  Skipping portions of games and every game I've tried to watch from the recording stops somewhere in the middle of the game and then is irretrievable.  Last night I recorded the LAD-SD game from both feeds and they both stopped in the bottom of the second then I was able to watch the rest of the game live but in real time it was in the 7th so the 2nd to 7th was lost to me.

Definitely an issue with the cloud recordings and not the boxes or connections and is also a problem with (judging from other posts) NBA and NHL.  There is also a post from a year ago with problems with the cricket channel recordings disappearing, another 3000 channel.

Should these options even be offered to consumers for extra payment if they are non-functional? How many people complain and get refunds and how many people just accept a faulty product?  I imagine it's a business decision that more money can be made from a faulty product because the vast, vast majority of consumers will not complain.

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