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

@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

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

@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

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.

@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....

@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

@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,

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.