Low resolution (480p) on the Xfinity Stream app on my new Samsung Tab A11+

I am experiencing low resolution (maxing out at 480p) on the Xfinity Stream app on my new Samsung Galaxy Tab A11+. I have confirmed the tablet is Widevine L1 certified, and it plays 4K content in other streaming apps without issue.

I have already attempted the following troubleshooting steps:

Cleared the app cache and data.
Uninstalled and reinstalled the app.
Adjusted tablet display and power-saving settings.

My previous device, a Samsung Tab A 10.1, played Live TV and DVR recordings in full HD perfectly. However, this new tablet (released in January) seems to be capped at 480p.

When will the Xfinity Stream app be updated to support this device? Alternatively, what about server-side provisioning? It appears Xfinity may not recognize this new device ID yet and is defaulting the stream quality to SD. It is frustrating that a 4K-capable tablet is restricted to 480p on this Xfinity Stream app only.

Responses

Oldest First

Selected Oldest First

XfinityRay

Official Employee

•

3.7K Messages

5 hours ago

Hello, @user_9cc1e3! Congratulations on your new tablet! I like the Samsung tablets too! I have some questions for you.

Did you check for any system updates? You should be on Android 7.0 or later and Xfinity Stream app version 7.4.1 or later.

Is the tablet connected to your home network or are you away from home?

Is this affecting Live TV, On Demand, DVR, or all of them (that you can tell)?

5

0

U

user_9cc1e3

Visitor

•

10 Messages

Thank you for the quick response @XfinityRay .

System Updates: My tablet is fully updated. It is running Android 16 (One UI 8.0).
App Version: I am running Xfinity Stream version 8.13.0.2840, which is the latest available.
Network: I am connected to my In-Home Xfinity network via a high-speed Wi-Fi connection.
Scope of Issue: This affects Live TV, DVR, and On Demand. Every source within the app is capped at a blurry 480p quality.

As mentioned, I have a Samsung Tab A 10.1 that displays HD perfectly on the same network. My new Tab A11+ is Widevine L1 certified and plays 4K YouTube flawlessly, so the hardware is not the bottleneck, and it seems to be on Xfinity's side of things.

(edited)

Like

Reply

4 hours ago

0

XfinityRay

Official Employee

•

3.7K Messages

You're welcome, @user_9cc1e3! That is great information. The next steps in troubleshooting are to send over some signals to your modem and through your User ID. Your modem will go offline for 2-5 minutes when I send the first signal. Can you meet us back in our direct message thread at your convenience, so we can get those sent over?

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

Like

Reply

4 hours ago

0

U

user_9cc1e3

Visitor

•

10 Messages

@XfinityRay I am currently not home at the moment so do I need to be home for this?

Like

Reply

4 hours ago

0

XfinityRay

Official Employee

•

3.7K Messages

Nope, @user_9cc1e3. I can send the signals and then you can check things once you are at home.

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

Like

Reply

4 hours ago

0

U

user_9cc1e3

Visitor

•

10 Messages

@XfinityRay I put a message in the DM.

Like

Reply

3 hours ago

0

Xfinity Stream App

user_9cc1e3

Low resolution (480p) on the Xfinity Stream app on my new Samsung Tab A11+

XfinityRay

user_9cc1e3

XfinityRay

user_9cc1e3

XfinityRay

user_9cc1e3

New to the Community?