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user_973db4
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4 Messages

Sunday, October 22nd, 2023 7:45 PM

Closed

Double Pillarbox on Old Content on PC Streaming

(simulated screenshot)



As mentioned on this post here: https://forums.xfinity.com/conversations/xfinity-stream-app/double-pillarbox-on-old-content-on-pc-streaming/643ca370cf8f0e236bcf2622?commentId=64f710fabaecdd4ece04f8a0

When streaming from https://www.xfinity.com/stream Many channels display shows the incorrect aspect ratio. 


This problem happens on both the Standard and HD versions of channels.
No solution from the previous thread have provided it an answer.
It is not a Computer problem or a display problem, Its an internal problem with the streaming platform itself and how video feeds are streaming to the website.

It happens on Comet TV, Retro TV, Me TV, Antenna TV at least. As mentioned its a problem with both standard and HD channel versions,

Question

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Updated 

11 months ago

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XfinityJanelle

Official Employee

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1.1K Messages

11 months ago

@user_973db4 Thank you for reaching out on the Xfinity Community Forums. We appreciate you reaching out about what you are seeing. The broadcaster has more than likely not provided the shows in wide screen format. This can happen on older shows too. The network is who would be providing the version to us. We do appreciate the feedback, you are more than welcome to reach out to the network to provide feedback as well. 

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user_973db4

4 Messages

@XfinityJanelle​ It seems like the only Xfinity responses to this and the last post are speculation without any recourse or further promise of action.

Widescreen format isn't asked for and isn't the issue. The correct 4:3 aspect ratio is what we want for these old shows. As of now on the streaming app the shows are ULTRA THIN width broadcasts caused by a doubling of the side bars.

Its likely a problem that can be addressed in the streaming app itself. Rather than speculation with no recourse... Can't you open tickets with your development team that manages the streaming app so the issue can be addressed? 

(edited)

11 months ago

0

XfinityJanelle

Official Employee

 • 

1.1K Messages

The network is who is providing the shows to us. This would be what they have provided for Xfinity to provide to the customers. We cannot alter what they have provided. The network provides the formats for the various types of watching, ie: Stream app, Stream website, cable box, etc. Other options would be an adjustment on your screen, which you mentioned was not the issue as you have checked that.  I apologize if this was not the answer you are looking for. Please feel free to provide feedback to the network for the shows you are attempting to watch. 

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

11 months ago

0

user_973db4

4 Messages

@XfinityJanelle​ I find it hard to believe the vendor is the issue for two reasons.

1. There is no double pillarbox using a cable box. Something specific to the streaming app is causing it.
2. Other cable companies that stream these same channels online do not have this issue.

Finally, Okay lets say its a vendor. Open a ticket with their IT department. Open a ticket with the streaming app dev team. These channels are literally unwatchable on the streaming app. Can we please get some action!!!

(edited)

11 months ago

0

XfinityJorge

Official Employee

 • 

1.5K Messages

@user_973db4 Thank you so much for your response and we understand where you are coming from. Let us gather some of your account information over DM so we can dive into this for you. Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Peer to peer chat" 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

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

11 months ago

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