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user_32dadb
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2 Messages

Wednesday, October 20th, 2021 1:06 AM

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Poor Streaming Quality on Xfinity Stream

I'd like to echo the statements that I've seen on the forum here.  The stream quality has become exceptionally poor recently.  I have tried on Edge / Chrome for Windows and Chrome on Mac, there is no difference in the quality, all very poor and pixelated.  It was very good about maybe a month ago and then something changed.

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3 years ago

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CCEthan

Official Employee

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1.4K Messages

3 years ago

HI, @user_32dadb. We are aware of the posts and threads and our Stream team is looking into it. Would you like me to let you know of any updates?

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user_32dadb

Visitor

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2 Messages

@XfinityEthan Yes that would be great.

3 years ago

0

XfinityJoeTru

Official Employee

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7K Messages

user_32dadb, We'd love to keep a tab for you. So that we can associate your account. Please send us a message with your full name and service address to Xfinity Support. To do so, click on the direct message icon located at the top right of this forums page. Let me know if you have any questions.

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

user_7493aa

Visitor

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1 Message

3 years ago

Poor streaming quality again. Some stations pixelated and blurry.

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CCJoseph

Problem Solver

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729 Messages

@user_7493aa, we are very aware of the concerns with the Streaming platform, and we are working to try and fix that as soon as we can. If you would like me to do some troubleshooting with you just in case, can you please make a new post and I can reach out to you there? 

I no longer work for Comcast.

3 years ago

0

King7419

Visitor

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3 Messages

3 years ago

When is this going to be fixed?  It's been at least 3 months since it's been horrible.  

3

XfinityVianney

Official Employee

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1.7K Messages

Hi, @King7419. I understand you may still be having issues. I ask that you reach out privately, so we can help you further. You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your first and last name to help us locate your account. Let me know if you have any questions.

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

NuConceptTN

Visitor

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1 Message

Why must you associates post things like this? What good does it do to know account information when the problem is with THE XFINITY.COM WEBSITE? Prior to this problem starting a few months ago the video streamed in HD - now it's pixelated garbage, especially related to live sporting events. When will Comcast FIX THE PROBLEM?
I can stream HD-quality video on all three of my screens simultaneously using Netflix, Amazon, and Hulu but I can't watch a single football game that isn't fuzzy?

I get that you need a job and these are the constraints you must work within - I just hope you pressure your superiors to do better whenever possible.

3 years ago

0

CCTravis

Problem Solver

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546 Messages

@NuConceptTN

Thank You for taking time out of your day to post a comment on this thread.

Our Community Forum was designed to build a positive and thriving peer to peer help community. Please keep positivity and our guidelines in mind when posting here. If you have questions about our forum guidelines, you can find our guidelines here - https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c

There are multiple ways to view the stream app as well as multiple potential causes of quality issues. We pull customers to Direct Message so that we can provide account specific support. Also, providing account specific information to our Stream Team, assists them in determining a cause and solution.

I would love an opportunity to work on a solution with you. Since is seems that you have tried all the basic troubleshooting, could you please send our team a Direct Message with your full name and full address? Thanks!

To send a "Peer to peer" message:

  • Click "Sign In" if necessary
  • Click the "Peer to peer chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

I no longer work for Comcast.

3 years ago

0

BigBizRulesUSA

Visitor

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15 Messages

3 years ago

I too have continuous problems, and COMCAST just raised their fees again.  Comcast is great at collecting money, but not so good at delivering promised services.

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user_396760

Visitor

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2 Messages

3 years ago

I'm pretty sure they will not fix the stream quality over their website player. It has to do with licensing. If full HD resolution was displayed on PC's, Mac's, etc. people could record the streams using a program such as OBS. Even casting from an iPad to a PC airplay receiver program is not allowed. Again, because they don't want you to record HD programming. This thread would have been much shorter if they just came out and said this, but they can't, because they would be admitting using their website player is not HD, and a lot of people would cry "foul". Is there advertising anywhere that explicitly says they stream HD quality using the website player? If there is, I smell a class action lawsuit.

I just found this at: https://www.xfinity.com/support/articles/xfinity-instant-tv-faqs

"What's the video resolution streamed through Xfinity Instant TV?
Xfinity Instant TV delivers video streams in up to 1080p. Resolution for individual programs may vary."

That last sentence is key. At the very least, they should indicate the resolution being displayed in the playback quality settings.

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DreamSayerZ

Problem Solver

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569 Messages

@user_396760 I disagree that Xfinity has removed HD from their Stream website. I've noticed that yes, the image is pixellated sometimes when you first start the stream. But after about 15 seconds, the picture becomes clear. Also, in the guide you can filter your channels by HD. The program description details also show in HD. Are you selecting an HD channel and have the filter set? These are the higher number 7xx to 3xxx and TV GO  channels.

(edited)

3 years ago

0

user_396760

Visitor

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2 Messages

I never said they removed HD. Just that what they are calling HD seems to be substantially degraded from a true HD image. If you rent an HD movie on your TV and decide to finish watching on your computer, the image has a lot more aliasing, as if it's been upsized from SD resolution. If I decide to finish watching on my iPad, the image is true HD, because the xfinity stream app can block screen recording. It has to do with not allowing Blu-ray quality recording, i.e. pirating.

3 years ago

0

Christy59

Regular Visitor

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5 Messages

3 years ago

I echo these remarks. Streaming is terrible and stalls allot here in Maysville Ga and we should not be experiencing all the network traffic that is obviously causing existing long time Xfinity customers to have POOR Service!

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XfinityThomasA

Official Employee

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1.8K Messages

@Christy59 - This is not the experience we want for anyone! Thank you for commenting here, we appreciate the chance to turn this around. We'll ask a couple questions to get a better understanding, and tackle this together to be certain your streaming experience improves. Can you bring me up to speed on any troubleshooting steps you've taken so far and what content you had noticed impacted (certain channels, or On Demand)? Is it pixilation that you're experiencing as well? 

What device are you using to stream and had you noticed if this issue was isolated to one device, or room within the home? 

If you had not already can you try to:
- Clear the cache in your web browser settings.
- Close your browser and wait two minutes.
- Open your browser and return to the Xfinity Stream portal (https://comca.st/3OolJz6).

 

Please let us know if this helps! 

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

user_9582bf

Contributor

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12 Messages

3 years ago

Xfinity streaming app freezes…. Have read all of these responses.   And tried many of the recommendations .    It is not the Fire stick,  nothing else freezes,  just the xfinity streaming app ( which is still beta)…haven’t seen anything done by Comcast to fix this app.   I have direct connected the fire stick to my internet (not wifi)

and have increased internet speed using  Comcast Internet.   The problem still exists with xfinity streaming app. 

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user_e90930

Visitor

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1 Message

3 years ago

Yeah.  The streaming app just doesn’t work well.  New device (Samsung tv), all other apps work, have reloaded multiple times and just no good.  I thought this was a chance to avoid an all streaming app strategy but this just isn’t worth it

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