4K signal not received

I have a new 4k dvr box , a new 4k OLED tv and a new good quality 4k hdmi cable, but I am not receiving any 4k content even though I know the program is being broadcasted in 4k, when I press the info button, on the bottom right it just says HD, and never 4k

what is wrong or what am I missing?

please help

Responses

XfinityAmandaB

Official Employee

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1.6K Messages

10 months ago

@user_m9x394 Thank you so much for your post on watching 4k content. We have a great page set up to help you know what is available to watch in 4k you can check it out here: https://www.xfinity.com/support/articles/uhd-4k-faqs Most commonly when this happens there may have been a change to your Video Output Resolution setting.

When your X1 TV Box is set up, it'll automatically be set to the highest video output resolution possible for your TV, including 4K UHD. Here's the best way to determine whether you can watch in 4K:

Say "Device Settings" into the Xfinity Voice Remote.
Select Video Display.
Across the top of that page will be three icons that identify 4K capability in both the TV Box and the TV.
If the setup supports 4K, select Video Output Resolution to confirm the device is set to the best available resolution.
Upon selecting, you should get a prompt to confirm the resolution. Select Yes.
The device settings will be saved and 4K content will now play.

If you want to manually change your video resolution after setup, you can do so from the Settings menu.

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user_m9x394

5 Messages

@XfinityAmandaB

everything is set to best possible resolution which is 4k in the device settings. However when watching a cable show that I know is broadcasting in 4k and I press the info button, it shows HD, it should show 4k

10 months ago

0

XfinityWilliam

Official Employee

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1K Messages

Not all shows will broadcast in 4k. Only a select number of networks and shows on them networks broadcast in 4k. The best example of 4K content is NFL games on Fox. When the show is highlighted in the guide, press OK to watch the station and if it is broadcasting in 4K, it will give you the option to watch it in 4K or continue watching in 1080HD.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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10 months ago

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BruceW

Gold Problem Solver

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26K Messages

10 months ago

@XfinityAmandaB wrote: "... https://www.xfinity.com/support/articles/uhd-4k-faqs ..."

Your link actually points to

"https://forums.xfinity.com/conversations/x1/4k-signal-not-received/Xfinity 4k Support FAQ"

which is not valid and results in a "404 Not Found" error.

Could you please correct the link so that it points to https://www.xfinity.com/support/articles/uhd-4k-faqs, as it claims to?

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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XfinityTy

Official Employee

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376 Messages

Hello @BruceW! That is odd. When I click on the link, I am directed to the correct page without experiencing the error that you have received. Can you try accessing the link from a different device and let me know if you continue to receive the error? I appreciate your time!

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

10 months ago

0

BIslander

Problem Solver

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390 Messages

10 months ago

There's almost no 4K broadcast content. Some live sports is about it. When you say you know the program you are watching is 4K, how do to know? Any examples?

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user_m9x394

5 Messages

@BIslander

yes I watched an NFL game that was announced being broadcast in 4k by the network during the game, when I hit the info button it showed HD and not 4K,

10 months ago

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BIslander

Problem Solver

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390 Messages

The 4K boxes do not autotune to 4K. So, if you go to the HD channel like your local Fox station, it'll stay on the HD version.

Two choices:

(1) Use the voice remote to search for "4K", then select from there.

(2) Press the Info button, then select the bottom right choice on that page (don't recall exactly what it's called). You'll get a choice of the HD broadcast channel or the 4K UHD version, which is not a channel with a number.

Try that for Saturday's Packers Niners game on Fox.

(edited)

10 months ago

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user_m9x394

5 Messages

@BIslander

ok thank you I’ll try that, but if I’m watching it on a local fox network in HD and it is available in 4k on another channel, wouldn’t I get a pop up on the top right of the screen telling me this is available in 4k on another channel? As soon as I tune in to the local HD station? We have a different service provider back home, but it is the same equipment and platform as Xfinity and it does that

10 months ago

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BIslander

Problem Solver

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390 Messages

It's supposed to do that, but does not. I went round and round with support about that issue and they acknowledged that while the support notes say it is supposed to either tune to the 4K channel or send the pop-up notice, it actually does neither.

Right now, the 4K search shows one hoops game today at 830p ET on FS1 listed as upcoming in 4K and three more basketball games tomorrow and Saturday along with the NFL game.

Also, the 4K content is not on another "channel" in the usual sense. It's an IP connection. The only time I've seen actual Xfinity channels for 4K is during the Olympics.

(edited)

10 months ago

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BruceW

Gold Problem Solver

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26K Messages

10 months ago

@XfinityTy wrote: "... Can you try accessing the link from a different device and let me know if you continue to receive the error? ..."

In Firefox, Chrome, and Edge, on my desktop and my phone, attempting to follow the link you posted does not work, mostly because

"https://forums.xfinity.com/conversations/x1/4k-signal-not-received/Xfinity 4k Support FAQ"

does not exist:

And, as I said above, I am not notified when Replies are posted, so please:

Be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

(edited)

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russr1123

Contributor

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33 Messages

10 months ago

I can confirm that the box will no longer notify you of 4k content. It used to do what the support page says, but not anymore. The only way of seeing 4k content is to say “4k” into the voice remote. I have no idea why they took the 4k notification away. I have some private messaging going on with them right now and they keep telling me that it should work.

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user_m9x394

5 Messages

@russr1123 yes I noticed that also, so I tried the voice command 4K, a few basketballl games and an NFL game popped up, I did watch the NFL game and can verify 4k signal. I am just so surprised that xfinity has so little content, at my principal residence in Canada we have Rogers Cable who works on the same platform and equipment as Xfinity. We get a bit more 4k content and it is actually a channel you tune to. Oh well at least I know there is nothing wrong with my equipment and set up here in the US. I am surprised it doesn’t notify you “This is available in pixel perfect 4k” on another channel when you tune into the HD channel

10 months ago

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BIslander

Problem Solver

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390 Messages

@russr1123 I went through the 4K auto-tune and notification with them a few months ago and they finally acknowledged that neither works. I only saw the notification message a few times quite a while ago. Don't remember what content had it, but it might have been the Olympics, which had actual 4K channel numbers. Most 4K broadcast material is not on a channel, but is a a wholly separate type of feed. Maybe that's the difference.

10 months ago

0

X1

user_m9x394

4K signal not received

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XfinityAmandaB

user_m9x394

XfinityWilliam

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

XfinityTy

BIslander

user_m9x394

BIslander

user_m9x394

BIslander

BruceW

Be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

russr1123

user_m9x394

BIslander

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