Xfinity won't display 4K UHD

@XfinityLysa 

Hi Lysa

I have all my 4K settings correct. I don’t know why this is happening. Last night I played a few Olympics events on 4K UHD just fine but movies and tv shows that are marked 4K UHD won’t uptick to the HDR10 (UHD). 

Hey there, @carol601, that is awesome that you were able to watch some of the Olympic events in UHD. I am sure that picture image was awesome! Are the shows you attempting to watch live, On Demand or recorded?

They are movies! Like Wonder Woman 1984 and Avengers Endgame. They are all marked 4K UHD. 

But when I play them they are not in UHD. 

Also tried a couple of ondemand Smithsonian nature shows that are marked 4K UHD. Also did not play in UHD. 

Thank you for providing those details! Do you receive any error messages or error codes? Or is it the image quality?

Nope no errors. It just doesn’t play the 4K that the source is available in. 

@carol601 They are playing 4k on my V4 box. Just checked WW also. What makes you say they are not UHD? 

@dcfox because I’ve tried and it only gives the option for HD and to play in 4K it says I would have to pay for it.   ALSO on their website it says that you have to have Xi6 box to get 4K using the HBO MAX and Disney+ apps through Xfinity. 

You can read it for yourself here: 

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

Scroll down to the section about apps. 

Hello, @carol601. Thank you for sharing further information about the Xi6 box vs the XG1v4 box. With the addition of Disney Plus and HBO Max, some of the box requirements did change to best support the app's stability. I just had to swap out my dad's cable box last week so he could use the apps. I would be happy to look at your account and get a replacement box sent out so you can enjoy all of the 4K programming. 

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@XfinityRay I'm sorry I'm just getting back to this, never got a notification of any more replies!

This entire matter has been nothing but frustrating for me. Like I said before, I have a nice 4K tv, the proper Xfinity 4K box and settings set to highest resolution for my tv/box (2160).  And I understand now about why I'm not able to get the HBO MAX movies in 4K using that box, but other content, on demand, like many Smithsonian shows that are marked 4k UHD and even EPIX (which I subscribe to) has movies and other content in 4K/4K UHD and they aren't even showing up in 4K.  

So, I went ahead and ordered a new Xi6 box to go along with the box I already have (since my account requires that I have a main box and not just the wireless box).  Got it all hooked up to my 4K tv and STILL HBO MAX will not play in 4K! It doesn't even give me the option and I do subscribe to HBO/HBO MAX!  For a movie, where it says "Watch Options", it only gives me the options of "Free HD" or "Free SD" and then there's an option to buy/rent for $19.99 in 4K! That's unbelievable to me!

I cannot get anything to play on that Xi6 box in 4K and my internet download speed is amazing!

@MNtundraRET sigh…

please read what I posted from Xfinity’s website. It has nothing to do with extra fees. 

@carol601 The web page is probably old as I view UHD and HDR on the apps with a v4 box that I have a 4K tier within that app and it is listed as that even in the info when playing. You do have to have to pay extra for some for 4K as @MNtundraRET said and you said that. 

Hi, @dcfox. We have a tentative launch for HBO Max in 4k for the XG1V4 DVR box on August 12th. In most cases, 4k content does not display it is due to compatibility with the app on X1 but it is our goal to have 4k available on all apps in time. Xfinity On-demand not showing in 4k when listed is something we want to look into when it happens. 

@XfinityEthan I wasn't having a problem with 4K content it was someone else.

@dcfox

No worries! We just wanted to make sure that information was out there! Thank you for your help in the community!