Visitor
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2 Messages
Intermittent Stability issues (video and sound) with the "ion channel" accessed via your Xfinity Streaming
For the past two days I have had intermittent video and voice issues while watching the "ion" channel via your Xfinity Streaming application. The video will freeze or lock up intermittently, along with or independently with the sound. I have no issues with any other channel accessible via the Xfinity Streaming application. I have no other technical issues or problems with my TV (Sony) or with my internet access (via Xfinity/Comcast).
I contacted your Customer Service team to report the problem and to work with them to resolve. The first Customer Service Representative disconnected the call with me in the middle of our conversation and never called me back. The second representative attempted to identify the problem by running some diagnostics and traces (not sure exactly what he did, as he kept referring to his actions as "enhancing" my system) to my environment and asking me to turn off and unplug my TV after he ran some his tests. I kept telling him that everything on my end worked as expected except for the "ion channel". I could not get him to focus on the backend system within Xfinity streaming that provided access to the ion channel. He continued to focus on my system and environment at my home. He could also not tell me if there were any other complaints being filed with Xfinity on the stability of the ion channel accessed via Xfinity Streaming.
An appointment has also now been scheduled for a Technical representative to travel to my home to take a look at the system to diagnose the problem. I do not think this is the most effective way to resolve the problem, but after spending over an hour with your Customer Support team I have been ineffective in getting Xfinity attention to the ion channel to see what the problem is. Can someone in Xfinity help with this issue?
EG
Expert
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113.3K Messages
2 months ago
The concern is not "Community Center" help related............ Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityVictor
Official Employee
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1.6K Messages
2 months ago
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user_a79o3d
Visitor
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3 Messages
10 days ago
I am experiencing the same problem. Scrambled image and disruption in audio, but only on the ION channel. I have verified this is the case on all TVs in the house. I have reset the cable box and router, including unplugging and replugging. I am not streaming through the app, just through the cable router. It first started yesterday morning and lasted all day, seeming to resolve around 8:00 PM, then starting back up again this morning. It only occurs to ION, no other channels or On Demand are affected.
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