Prefer Best Available Resolution Unavailable

Hi,

We have a comprehensive television package with Comcast that includes HD channels. For years, we have had the option under preferences called "Prefer Best Available Resolution" enabled so that when we click on a standard definition channel, our set top box automatically changes to the HD version. In the last few days, this has completely stopped working. When I go to Settings -> Preferences -> General, the "Prefer Best Available Resolution" option now says "Unavailable" and informs us that we need HD service to use it. Mind you, we have HD service and are tuned into HD channels as we speak.

The online help has been atrocious for this. After doing the normal waste of time with the completely infuriating and useless Comcast chat bot, I was able to speak with one service person tonight who had me reboot the box for the third time and then asked me if this could be related to issues with Netflix that Comcast customers appear to be having tonight in the Boston area (which has nothing to do with the issue - it's Comcast's settings for Comcast channels). They then offered to have Comcast call me back with a resolution. Comcast finally called only to literally transfer me immediately into a hold queue which I've been on now for approaching an hour. Like, for real? You called me to put me on hold? I have consistently had the worst customer service with Comcast, and tonight is no different.

Is there someone out there that can help me cut through this endless entanglement of chat bots, uninformed chat reps, and a telephone system that appears not to have anyone manning the other side? I would very much like to get the service that I'm paying an arm and a leg for back up and running correctly.

Sincerely,

An extremely frustrated customer who feels Comcast is not holding up their end of the contract

Responses

XfinityGabby

Official Employee

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1.5K Messages

2 years ago

Hello, @bostoncharlie. We definitely understand the importance of being able to enjoy some TV with HD channels. This is not the experience we like our customers to have. The steps you've mentioned taking are correct. That's exactly how you would make sure to auto-tune the best available resolution. Thanks for letting us know of the troubleshooting steps you've taken to attempt and resolve the issue. Since those settings seem to be set correctly, let's try these steps to see if it helps.

1. Press the xfinity button on your remote.

2. Use the left arrow or right arrow button to highlight Settings (the gear icon). Press OK.
Note: If your remote doesn't have an OK button, press the raised button in the center of the directional pad.

3. Use the down arrow button to highlight Device Settings. Press OK.

4. Use the down arrow button to highlight Video Display. Press OK.

5. Highlight Video Output Resolution. Press OK.

6. Use the up arrow or down arrow button to pick your desired resolution. Press OK.

7. Zoom can be toggled between Full and None.

8. When done, press Exit.

Please let us know if that helps, any.

7

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B

bostoncharlie

6 Messages

This is getting extremely frustrating now. The solution you proposed has nothing at all to do with my issue. FYI, the television is an HD capable system and the output is set to 1080P @60Hz. The Zoom option you are talking about is how to handle rendering *Standard Definition* content on the HD display, _NOT_ how to tell the box to automatically switch to the corresponding HD channel if one is available.

I would like to know 1) why the box has disabled this feature, 2) why the box seems to think we don't have HD services on our contract, even though the website says we do, we pay for them, and we're watching them now, and 3) how to correct this issue.

I notice that you completely side stepped the question of how to get an engineer or capable person on the phone. For the record, after waiting over an hour your phone system simply disconnected me. How you could help me very much would be to escalate this to someone I can talk to live on the phone and can help fix this issue.

What is our next step @XfinityGabby? After a year of various issues with Internet service, outages, extremely poor customer service, and television features and quality issues, everyone in this house is on the verge of canceling service. I would very much like to resolve this.

-bostoncharlie

2 years ago

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B

bostoncharlie

6 Messages

Well, it's been another 24 hours with no response. I am paying for a service that Comcast is not delivering. I cannot get help to fix the account. Is the next step small claims court? An FCC complaint? An FTC complaint?

Comcast, for the third time, I would like assistance solving this problem. You are in breach of contract for the services and it is simply unacceptable to provide no support or response. I have utilized your self service help, the chat bot, an uninformed online rep, an uninformed rep on here, and phone service (with nothing but hold music and disconnects), all with no success.

Can a customer service rep please get in contact?

-bc

2 years ago

0

XfinityAnthonyT

Official Employee

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1K Messages

Send a direct message to XFINITY SUPPORT so that I can get into the account and see what is going on. Please provide your name and address in the direct message.

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

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

2 years ago

0

B

bostoncharlie

6 Messages

@XfinityAnthonyT Thank you for responding. I can't find an option to send a direct message. Where is that located?

2 years ago

0

XfinityAnthonyT

Official Employee

•

1K Messages

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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

2 years ago

0

Customer Service

bostoncharlie

Prefer Best Available Resolution Unavailable

XfinityGabby

bostoncharlie

bostoncharlie

XfinityAnthonyT

bostoncharlie

XfinityAnthonyT

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