Skip to main content

    Support

    Offers

W
westwayneguy88888
1st Topic
1st Reply
1st Like

Contributor

 • 

307 Messages

Tuesday, June 10th, 2025 2:26 PM

can't get the dolby vision and atmos sound through the max app on X1

i have an Xi6, watching stanley cup finals

when i use the max app on my LG television, I get the better picture and sound,

but not via the app on my X1, is there a limitation on the X1 Max app?

Question

 • 

Updated 

1 month ago

 • Edited

51

8

0

Accepted Solution

BIslander

Problem Solver

 • 

520 Messages

1 month ago

Update:  no ticket was opened.  They said it would be closed if opened since it doesn't meet the criteria for escalation.

But, got a resolution.  The issue is not a level of service associated with the Xfinity Max subscription.  It is simply that Xfinity's contract with Max does not include DV and Atmos, period.  The final message I got:

"Very sorry for any confusion, but you will not be able to achieve the desired content format through X1, that is not something we offer as a part of our agreement with Max."

As we know, apps are not necessarily consistent across all platforms.  That's why I have several streamers so that when one doesn't do something - HDR on Thursday Night Football, for example - another one does. 

(edited)

4

westwayneguy88888

Contributor

 • 

307 Messages

i don't know HOW you got that answer, but kudos for posting it here.

you'd think that would have been easily accessible for the "xfinity experts" here to pass along to us.

Bislander, you must have some great sources of information

Like

Reply

1 month ago

0

XfinityBillie

Official Employee

 • 

3.5K Messages

@BIslander We truly appreciate your time in reaching out so that we were able to better understand your concern and provide you the reasoning why you have been unable to view that 4K content via the app on our X1 box. 4K content is only available with a Premium plan for the MAX app with X1, select content may be available to view in 4K if you subscribe directly through MAX/HBO and have the compatible 4K box. I hope this helps to address your concern with the content available on the X1 platform vs the MAX app directly.

I hope that you have a fantastic rest of your day!

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

Like

Reply

1 month ago

0

BIslander

Problem Solver

 • 

520 Messages

@XfinityBillie  I hate to be critical.   But, that post misrepresents the issue.

I never posted about not about getting 4K.  It's about Dolby Vision HDR and Atmos audio from live sports on Max. Unlike regular entertainment content, those features on live sports do not require a premium Max plan.  I do not have a separate Max subscription, just the one through my Xfinity HBO plan.  And, I get Max live sports with Dolby Vision and Atmos using that subscription on every other platforms except for X1.

I am posting here in hopes that you folks will update your support notes to cover this situation since it has nothing to do with needing a separate Max subscription.  

Like

Reply

1 month ago

westwayneguy88888

Contributor

 • 

307 Messages

@BIslander​ you have the patience of a saint..... and thank you for finding (and posting) the correct information on this issue

Like

Reply

1 month ago

0

Accepted Solution

BIslander

Problem Solver

 • 

520 Messages

1 month ago

@westwayneguy88888  No special sources.  It came from DMs with XfinitySupport after they invited us to contact them about opening a ticket. 

Max added DV and Atmos to selected live sports more than a year ago without needing to subscribe to a higher service tier.  It's always seemed obvious to me that the X1 Max app differs from the ones on other platforms since it doesn't do those advanced outputs while others do using the same login credentials.  Now we know the reason - Xfinity's contract with Max does not include DV and Atmos. 

0

XfinityRichard

Official Employee

 • 

2.1K Messages

1 month ago

Hi there, @westwayneguy88888 I'm sorry for the trouble you are having with the X1 Max APP. Yes, the Max APP on the LG television generally offers better picture and sound quality than the APP on the X1. This is due to the X1's limitations, such as its mobile plan, which may not support all audio formats like Dolby Atmos. Also, the X1's hardware and streaming capabilities might have limitations compared to the LG TV's advanced features, leading to a less optimal viewing experience. -Richard

5

westwayneguy88888

Contributor

 • 

307 Messages

@XfinityRichard​  thank you for the response.  the app on my LG tv >> the app on my X1

what I don't understand is this line from you: This is due to the X1's limitations, such as its mobile plan

what mobile plan?. this is linear cable tv in my house, I don't have Xfinity mobile....

can someone explain this line, because it feels like there was a copy and paste from a wrong document - but I am very much open to being enlightened how a non-existent mobile plan affects the apps on my tv

(edited)

Like

Reply

1 month ago

0

XfinityJoe

Official Employee

 • 

882 Messages

Hello @@westwayneguy88888 hev you tried to follow the steps in this support article to make sure Dolby Atmos is enabled? 

https://www.xfinity.com/support/articles/dolby-atmos-x1

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

Like

Reply

1 month ago

0

westwayneguy88888

Contributor

 • 

307 Messages

@XfinityJoe​ are you disputing what @XfinityRichard said? Sounds like you are, which one of you is correct? Joe said :This is due to the X1's limitations, such as its mobile plan, which may not support all audio formats like Dolby Atmos - can Richard confirm this?

Forget about the sound settings for a moment (because I do know everything on the box is in expert mode) I am more interested why sports is not in Dolby Vision when using the max app on X1, but is if I use the TV's app, or a Chromecast, or other methods.

@XfinityRichard  said there are limitations on the apps via X1 compared to other devices, can @XfinityJoe confirm this, or refute this?

you also neglected to answer my direct question as to why "mobile" would have anything to do with any of this...

I am more curious than before that there may be 2 different reasons provided, perhaps in conflict with each other

(edited)

Like

Reply

1 month ago

0

XfinityJeniece

Official Employee

 • 

3.3K Messages

Thanks for reaching back out westwayneguy88888. Dolby Vision, HDR, and 4K streaming would all require the MAX Premium subscription plan to view. If you are having issues with your MAX subscription you would need to reach out directly to MAX for more support. 

 

You will need to ensure your box is in expert mode and the output resolution is in 4K. Here is a link with more details, https://www.xfinity.com/support/articles/dolby-atmos-x1.

 

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

Like

Reply

1 month ago

0

westwayneguy88888

Contributor

 • 

307 Messages

@XfinityJeniece​ like @BIslander  says below, you don't need premium for sports for dolby vision on max..... 3rd person chimes on here and gives more incorrect information

it works on all versions of the max app EXCEPT the X1 version..... and while XfinityRichard alluded to it, the 2 follow up people contradicted him or were flat our wrong

thank you to @BIslander for confirming my findings, if only we could get a REASON from one of the xfinity folks that monitor the board here....

Like

Reply

1 month ago

0

BIslander

Problem Solver

 • 

520 Messages

1 month ago

Like @westwayneguy88888 , I get SDR for the Stanley Cup using the X1 Max app and Dolby Vision using the Max app on my LG TVs, Fire Cube, and Roku. This has always been the case on Max, which does not require a top tier account to get DV and Atmos for live sports, just for other types of content. I don't have a separate Max account, just the one I get from Xfinity as part of my HBO subscription. 

It seems clear to me that the X1 Max app doesn't support these higher end video and audio features.  X1 itself is certainly capable as we get them from other sources, just not from the Max app.

I am using XG1v4 boxes that don't do Dolby Vision.  I get HDR10 on DV content from all the other sources running through X1, but only SDR from live sports on Max.

(edited)

2

westwayneguy88888

Contributor

 • 

307 Messages

@BIslander​ 

thank you for chiming in, you bring more clarity to the situation than these xfinity folks who give wrong/contradictory answers..... it's so frustrating

Like

Reply

1 month ago

0

XfinityVianney

Official Employee

 • 

2.3K Messages

 

westwayneguy88888, based on your feedback and follow-up from @BIslander, you're not achieving this on the X1 specifically with this app. We could explore opening a ticket to address the functionality and capabilities of the X1 box with the MAX app. 

 

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

Like

Reply

1 month ago

0

BIslander

Problem Solver

 • 

520 Messages

1 month ago

@XfinityVianney Opening a ticket world be great.  Would love to hear from your technical folks whether the Max app on X1 limits features like Dolby Vision and Atmos.

The problem is not my TV or sound system and not settings on either of them or the X1.  I get DV/HDR10 and Atmos with everything except the Max app through X1.  

(edited)

3

XfinityDena

Official Employee

 • 

3.4K Messages

@westwayneguy88888

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- 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

Like

Reply

1 month ago

0

westwayneguy88888

Contributor

 • 

307 Messages

@XfinityDena​ I think you wanted @BIslander to start the chat in order to get the ticket going...... I prefer to have things resolved here in public, so that others with this question may see the resolution, and future people can google search and see the answer.

sheeeeesh.... yet another (different) Xfinity person comes into this thread and mixes things up further, it was so confusing to begin with.

Still waiting on @XfinityRichard to explain how "mobile" affects this issue:

stated above: This is due to the X1's limitations, such as its mobile plan,

(edited)

Like

Reply

1 month ago

0

XfinityDena

Official Employee

 • 

3.4K Messages

Thank you for that information. As for the wording I am unsure, but that may have been accidentally added when typing. The agent you are tagging is not currently working for me to confirm. 

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

Like

Reply

1 month ago

BIslander

Problem Solver

 • 

520 Messages

1 month ago

@XfinityDena @XfinityVianney Sent a DM.  Thanks 

0

BIslander

Problem Solver

 • 

520 Messages

1 month ago

No response yet to the DM.

1

0

westwayneguy88888

Contributor

 • 

307 Messages

infuriating - they ask you to do something then fail to follow up

Like

Reply

1 month ago

0

westwayneguy88888

Contributor

 • 

307 Messages

1 month ago

and after I had marked @BIslander  as the correct solution, 

@XfinityBillie  comes in and mucks everything up......

Bislander has every right to be critical, it's like Billie didn't read the entire thread as to what the issue was.....

I'm disappointed on how a simple question becomes a free for all with conflicting answers and replies that have nothing to do with the original question.

:(

0

0

forum icon

New to the Community?

Start Here