4K Best Available

Hi there @BIslander!  Thanks so much for taking the time to reach out to Xfinity Support here on our Community Forum.  We are so glad to hear from you and happy to assist in any way that we can with your service concerns.  No worries! You have reached out to the right team to help get things taken care of.  Can you tell us if you are only noticing this on the FS1 Network?  If so, it could be that the games are not showing up in 4K becasue they arent being broadcast in 4K.

Perhaps I wasn't clear.  The games are in 4K HDR.  But, even though my XG1v4 DVR is set to Best Available video, the box does not switch to the 4K version when I go to the regular channel.  Nor does it pop up the graphic saying a 4K version is available.  I have to press Info, go to Series, and then get the option to change to the 4K feed.

This has happened with all the Fox MLB playoff games so far.  There's very little 4K content on Xfinity broadcast sources.  I'll check if there are any non-Fox college football games today in 4K and see what happens with them.  

Thanks so much for clearing that up for us @BIslander.  We are glad to take a closer look at this for you.  Please feel free to shoot us a private message with any further details so that we can get started.  

To send a "direct message" / "private message" message to Xfinity Support:

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?  Wow is all I can say.   My concern is not about third party services like Netflix. That all works correctly.  It's about broadcast content in 4K, mostly some live sports events.  Your support notes say the 4K X1 box will auto-tune to the 4K version.  That used to happen.  Now it doesn't.  

Here's what your online support for 4K says:

"If you have your X1 settings set to Prefer Best Available Resolution, your program will auto-tune to 4K."

https://www.xfinity.com/support/articles/uhd-4k-faqs

That's 4K, not HD.  So, yes,  my XG1v4 boxes do, in fact, auto-tune from SD to HD.  But, they do not auto-tune to 4K.  Why not?  Is that support note incorrect and the X1 box does not auto-tune to 4K?

Great questions, @BIslander! And I apologize for any confusion on our part. It might be that the team we were working with did not understand the exact issue being described, and I can follow up on this for you! Which, if that becomes necessary, I'll move back to Direct (private) Messaging while we discuss any account or ticket specifics. First, I wanted to back up through our previous conversation. Please remain patient while I just confirm some basics real quick. The article you shared also links to another article titled Auto-Tune to Best Available Resolution on Your X1 TV Box which states that you’ll only receive the 4K option if you have a 4K capable Xfinity TV Box and 4K capable TV, which I'm not sure we ever confirmed (because it does feel quite obvious, of course). But, to ensure we're on the same page, are these boxes being utilized on 4K TVs? I appreciate your time spent with us on this!

Yes, I have 4K TVs and my XG1v4 boxes are set to UHD.  I get 4K content just fine through Xfinity.  My X1 boxes just don't auto-tune to 4K when that resolution is available for programs like the World Series and other live sports events.  We went over all of this in considerable detail in the direct messages chat. 

Thank you for reiterating, @BIslander. Back to the drawing board! I'll reply to you via Direct Message momentarily.

File an informal complaint with the FCC. That gets them moving

Fox is doing the games in 4K and I get them in 4K just fine, but the X1 box doesn't auto-tune to 4K when i go to the local Fox or FS1 channel.  I have to go find the 4K feed manually.

@BIslander :

It looks like Comcast has another coding problem to fix in this case.

Yeah, it took almost two months with weeks of silence and lots of scripted responses from them about things like the need to have a 4K TV in order to see 4K content, how to configure my X1 box, and that some content is not in 4K.  They finally acknowledged that autotuning doesn't work for 4K content, despite the fact that their web support note says it does.

@BIslander​ at least they could bring back the 4k notifications.

I seem to recall that my first 4K X1 autotuned a few times when I got it and that it even did the message saying the program was available in pixel perfect 4K a time or two.  But, that was quite awhile ago.