xg1v4-a Frame rate issue

I was wondering if anyone else has seen this issue? Maybe a Comcast employee can reply. I have a Samsung au8000 4K tv. The best available output on the cable box is 4K 60 fps. On certain programs the video stutters and jitters pretty bad. It does this on 1080p 60 fps also. If I switch to 4K 30 fps it is as smooth as can be. WhAts going on? I have all motion enhancements shut off on my tv. To me seems like a cable box compatibility issue. It only happens on certain hd channels with certain programs. CSI Vegas as an example. If I play the content through on demand and have the box set for 4K 60 fps it does not stutter at all.

Responses

XfinityJamesC

Official Employee

•

2.1K Messages

3 years ago

Greetings, @Mopar57! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your 4K reception, but you have definitely come to the right place for assistance.

I can't say that I've heard of this specific compatibility issue before, but it might be worth diving into a little bit. I personally have the 4K DVR in my living room, and I know the availability of 4K programming is still a little limited. You mentioned CSI Vegas as an example of a program that stutters at the 4K 60 setting. Does this happen during the live broadcast as well as DVR playback, but not with On Demand playback?

4

0

M

Mopar57

Visitor

•

12 Messages

@XfinityJamesC

thank you for the reply. I called phone tech support and they are no help at all. It happens during live broadcasts and during the recording. If I watch the same show on demand it does not do it and it is smooth. As a test I took my 4K Roku streaming stick and set it to 4K 60fps and used the xfinity app. I played the program back and it was smooth as could be. I am leaning towards a possible box issue or compatible issue with my Samsung tv.

I tried different hdmi cables which were all 2.0 and supplied by Comcast. Gave me the same results.

3 years ago

0

XfinityJamesC

Official Employee

•

2.1K Messages

Thank you for providing those additional details. It sounds like you may have already done some troubleshooting for this over the phone, but if the issue hasn't been resolved or even identified yet, then we may need to escalate things and try a different approach. It may turn out that some broadcasts are not compatible with the highest settings, but I would like to know for sure, in case this can help benefit other members of our community.

If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live session.

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

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

3 years ago

0

M

Mopar57

Visitor

•

12 Messages

Actually I did not receive any help over the phone. I asked for advanced tech support and I got a person what seemed like they were reading from a script. I am going to my local xfinity store tomorrow to swap the box. I did all this troubleshooting on my own.

3 years ago

0

CCKorie

Problem Solver

•

1.1K Messages

Please let us know if the box swap helped! We look forward to hearing back from you.

I no longer work for Comcast.

3 years ago

0

M

Mopar57

Visitor

•

12 Messages

3 years ago

I replaced the box and it did not resolve the issue. Looks like I will be returning the tv next.

1

0

CCMorgan

Gold Problem Solver

•

3.3K Messages

Hi, Mopar57. It's upsetting the box swap didn't help anything! When you replaced the box, did you also replace the HDMI cord?

I no longer work for Comcast

3 years ago

0

X1

Mopar57

xg1v4-a Frame rate issue

XfinityJamesC

Mopar57

XfinityJamesC

Mopar57

CCKorie

Mopar57

CCMorgan

New to the Community?