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user_vf857y
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Monday, May 4th, 2026 3:09 AM

Sudden Loss of Access to HD Channels

After the Seattle Mariners game ended today we suddenly lost access to all HD channels. When we try to tune to them we get a message saying we need to upgrade to get HD. We pay for HD tier service and have been getting them without difficulty since new boxes were installed a month ago. I started a "system refresh" more than half an hour ago and so far no change.

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6 days ago

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XfinityAlyssaA

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2.7K Messages

20 days ago

Good evening @user_vf857y, and thank you for reaching out on our Community Forums—we appreciate you contacting us. I’m sorry to hear that you suddenly lost access to your HD channels, and we appreciate you already trying a system refresh. Have you had a chance to restart your cable box by unplugging it from the power source for about one minute and then plugging it back in? Additionally, can you please confirm that all coaxial cable connections are securely tightened and that the HDMI cable is firmly connected to both the TV and the cable box?

 

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user_vf857y

Visitor

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6 Messages

I tried all those things without result. My access to HD channels finally returned yesterday afternoon after I had a long phone conversation with someone on your special "back unit" support team. Nothing they tried worked immediately while we were on the phone, but about an hour or two later HD suddenly became available again.

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19 days ago

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XfinityFrank

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2.3K Messages

I'm glad to hear that you were able to get assistance with your HD channels and they were restored. Did they mention what may have been the problem, @user_vf857y?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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19 days ago

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user_vf857y

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They seemed unable to find a clear cause, and had scheduled someone to come to the house and check the cable boxes. That made no sense to me, since the boxes are new, having been installed a month ago when we first had a problem accessing HD. I've now cancelled the appointment, since things are working now. From my perspective, the problem ended as inexplicably as it began.

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19 days ago

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XfinityFrank

Official Employee

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2.3K Messages

That is interesting. But nevertheless, great that it is resolved. Would you like us to check back in with you here in a few days to verify that it continues to work appropriately, @user_vf857y? I think it would be a good idea to make sure there are no recurring problems.

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

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19 days ago

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user_vf857y

Visitor

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6 Messages

It is no longer resolved. You just shut off our HD service again with no warning. Now I received the email below. This is incredibly bad service. We feel that you are gaslighting us.







 

Your case has been closed

 

Thank you for your recent request. Your case has now been closed. No further action will need to be taken. Please do not reply to this email. 

Here is your request information:

Case : [Edited: "Personal Information"]

 

Need help? Please visit our website here.

Thank you for being an Xfinity customer.








THIS IS A SERVICE-RELATED EMAIL
Comcast will occasionally send you service-related emails to inform you of service upgrades or new benefits.

Please do not reply to this email, it is not monitored. If you'd like to contact us, please visit our website here .

Comcast respects your privacy. For a complete description of our privacy policy, click here .

(edited)

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6 days ago

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