Contributor
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301 Messages
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?
Accepted Solution
BIslander
Problem Solver
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519 Messages
22 days 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.
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Accepted Solution
BIslander
Problem Solver
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519 Messages
21 days 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.
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XfinityRichard
Official Employee
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2.1K Messages
26 days 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
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BIslander
Problem Solver
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519 Messages
25 days 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.
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BIslander
Problem Solver
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519 Messages
24 days 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.
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BIslander
Problem Solver
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519 Messages
24 days ago
@XfinityDena @XfinityVianney Sent a DM. Thanks
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BIslander
Problem Solver
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519 Messages
24 days ago
No response yet to the DM.
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westwayneguy88888
Contributor
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301 Messages
20 days 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.
:(
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