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carol601
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91 Messages

Thursday, July 22nd, 2021 3:57 AM

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Xfinity won't display 4K UHD

I have a 4K tv with the proper Xfinity 4K box (xg1v4).

I have set the inputs on the tv to turn ON "UHD".  

But for some reason, when I try to watch a 4K UHD movie, tv show or whatever on Xfinity, it will only show in regular 4K.  BUT, if I go to Netflix or Roku or some other input, the UHD works!

Can anyone explain why shows on Xfinity won't uptick to UHD if the show is shot in that format?

Thank you!

Question

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Updated 

4 years ago

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4

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CCLysa

New Problem Solver

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617 Messages

4 years ago

Hi, @carol601

Thank you for taking the time to reach out through our Forums page! Please view our FAQs on 4K Ultra HD (UHD). (https://comca.st/36ZwfrX) If all requirements are meant, there are steps to ensure the settings are set up correctly with the box on https://comca.st/3eRiBM2. Please let me know if this helps!

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carol601

Contributor

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91 Messages

@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). 

4 years ago

0

CCValerie

Official Employee

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974 Messages

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?

I no longer work for Comcast.

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

4 years ago

0

carol601

Contributor

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91 Messages

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. 

4 years ago

0

CCValerie

Official Employee

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974 Messages

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

I no longer work for Comcast.

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

4 years ago

0

carol601

Contributor

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91 Messages

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

4 years ago

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carol601

Contributor

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91 Messages

4 years ago

Well I just found the answer to my own question! Even though I have the 4K box, 4K content won’t play from the HBO MAX app or even Disney+ unless I have an Xi6 box. Makes no sense to me since I have the XG1v4 box and that should play all 4K content. 

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carol601

Contributor

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91 Messages

4 years ago

Well I just found the answer to my own question! Even though I have the 4K box, 4K content won’t play from the HBO MAX app or even Disney+ unless I have an Xi6 box. Makes no sense to me since I have the XG1v4 box and that should play all 4K content. 

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MNtundraRET

Gold Problem Solver

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5.9K Messages

4 years ago

Some apps charge more money per month to use their 4K content.   The basic service may only cover up to 1080P (Blu-Ray quality).

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carol601

Contributor

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91 Messages

@MNtundraRET sigh…

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

4 years ago

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dcfox

Contributor

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387 Messages

@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. 

(edited)

4 years ago

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CCEthan

Official Employee

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1.4K Messages

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. 

I no longer work for Comcast.

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

4 years ago

0

dcfox

Contributor

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387 Messages

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

4 years ago

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CC_Tony

Retired Employee

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1.4K Messages

@dcfox

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

4 years ago

0

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