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KKey1967
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10 Messages

Tue, Oct 5, 2021 10:56 PM

Epix episode only available in 4K

I've been watching episodes of Chapelwaite on Epix On Demand, and when I tried to select episode 8 on Sunday evening, I received a message that my cable box was not a 4K box. I have Epix in my programming package, so I should be able to access any show on the network through On Demand. Has there been an upgrade to the cable boxes that customers have not been made aware of? My TV is a 4K smart TV, but I don't understand why only that one episode can't be viewed. I checked yesterday and today, and it still won't let me watch it. Can you advise, please?

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1 m ago

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XfinityAnna

Official Employee

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371 Messages

2 m ago

Hi @KKey1967, thank you for being an active part of our community! Your loyalty to Comcast does not go unnoticed or unappreciated. I am sorry you had troubles watching this episode. I did double check on box (I don't have a 4K box) and I was able to watch episode 8. Can you confirm you are now able to view it? If you are still not able to view this episode, I would be happy to investigate further.  

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KKey1967

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10 Messages

@XfinityAnna 

Thank you for responding. I checked last night and saw that the episode was finally available to view on HD, so I was able to watch. Since new episodes drop on Sundays (when I have been watching), I was very confused about the 4K notification on my screen. Perhaps you can check on Sunday to see if you get the same message. Hopefully this was a one-time glitch and I can watch the final two episodes with no further issues. Thank you.

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2 m ago

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XfinityAnna

Official Employee

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371 Messages

That is fantastic @KKey1967! I am sure glad it worked for you. I have a feeling it was just a onetime glitch, but if it happens again, please don't hesitate to reach out. On a side note, the show looks great! I think I am going to have to check it out this weekend. 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 m ago

MAC_Pacifica

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1 Message

@XfinityAnna I am having the same problem with "War of the Worlds" on Epix. We've been able to watch Chapelwaite and other shows, but were about halfway through season 1 of W of W when the error message about 4K started popping up. It is not a transitory glitch, as I've checked almost daily for over a week, and have reset the box. Still locked out. What gives? Do we need a box upgrade? All the other channels in our package work so far as I've checked...

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2 m ago

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XfinityStephanieK

Official Employee

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399 Messages

Thank you for reaching out to us about the error message you're getting on some of the episodes, @MAC_Pacifica. I would like to get a ticket opened to have this looked into further. Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

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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1 m ago

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