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Visitor

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1 Message

Fri, Oct 8, 2021 1:07 AM

Terrible quality xfinity stream

I watching live tv in the xfinity stream web browser, it has always been decent hd quality but the last 3 weeks or so its been terrible non hd quality. The issue is not on my end, I've tried all possible fixes, are other experiencing this?

Thanks

Visitor

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2 Messages

8 d ago

Xfinity.tv has been so bad lately. I have been using this service for years now and have never had an issue. It has been so bad to the point where I had scheduled someone to come out here to come and check everything in my apartment. Everything was deemed fine and this issue has to be something on the Xfinity end. It is quite ridiculous as this is how I watch TV in my office and with friends....

Visitor

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1 Message

8 d ago

I was wondering if something was going on.  My streaming has been very low quality for the last couple of weeks in the Denver area.

sharkn244

Frequent Visitor

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9 Messages

8 d ago

it has been very low quality here in CT. also for at least the last week. having the same issues with numerous tech support people.

sharkn244

Frequent Visitor

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9 Messages

8 d ago

whoever said to try the TV Go versions of channels hit on something. much better quality, this is definitely on Xfinity's end.

ttudrums

Visitor

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14 Messages

8 d ago

The TVGO is a good work-around in the meantime, but it's just further proof that the issue is on Comcast's end. The TVGO channels utilize the third-party apps provided by those networks within the Xfinity Stream app, therefore circumnavigating Comcast's back-end and going directly to the source, resulting in the better quality. It's a temporary fix, but certainly shouldn't been seen as a solution to the problem.

Official Employee

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182 Messages

Thank you so much for that additional information. I am happy to pass that along to make sure that this is heard and since that ticket is already started, that is going to be a big help. 

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Visitor

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2 Messages

Yes, the TVGo channels are a good work around, for now, if they support the channels you watch. At this rate, I will not be able to stream RedZone this Sunday as it is not in the channel listings under TVGO. Everything else does work fine under this category though, so great find while Xfinity looks for a fix. Thank you!

New Poster

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5 Messages

It's not a workaround for folks who watch channels not in the TV GO line-up. For example, Fox is not in and I can't watch MLB playoffs in HD. Comcast, please step up and fix the issue!

EastyT

New Poster

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8 Messages

8 d ago

Take some care if you are close to hitting your monthly data cap. I have found it difficult to get a straight answer about whether Xfinity Stream counts towards your data cap. The consensus seems to be that for standard channels, it does not. I have gotten nothing but "I don't know" responses about the TVGO channels.

(edited)

Official Employee

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256 Messages

@EastyT

Hello! This is a great question regarding what takes your data and you definitely deserve to have an answer so you know how your data is being managed. Along with a link for more FAQ’s about data usage https://comca.st/2YWpsik, I wanted to confirm that if you are streaming, this is taking a wireless connection which does count towards your overall monthly data usage. Please let us know if you have any additional questions regarding this specially.

In regard to everyone’s feedback pertaining to the Stream app and resolution quality; we are still working on this as a known issue. We will post more as soon as we have an update. We cannot thank you enough for your continued patience!

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Visitor

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1 Message

Thank you for looking into this!  I've phoned Xfinity a couple of times and they tell me all streaming is at 1080.  It can't be! Live sports, especially Basketball and Football border on low resolution except when people are standing still.   I own a 58" 2021 TV and use the beta stream.   That said, if I download sports apps directly to my firestick, such as ESPN, Fox Sports, NBC sports, etc.  The quality is absolutely fantastic.  Brought a tear to my eye! I went on to download the TBS and CBS sports app but { edited for violating forum guidelines} I would have to upgrade my cable package. 

(edited)

Visitor

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1 Message

7 d ago

yes!!!  same issue!!!

whats the problem and WHEN will the solution be available????

ttudrums

Visitor

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14 Messages

@user_e49716 They still haven't actually acknowlegded that it's an issue on their end, so there is no end in sight. At least they have progressed to submitting a "ticket", whatever that means. Good luck getting any sort of real response on here or help from tech support. 

Visitor

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1 Message

I have the same issue, namely video coming between 240p and 320p when a channel is selected in browser(the browser or type of computer does not seem not matter). 

here is how full quality can be achieved on the same network, however:

  • Using the TOGO channels
  • Recording the program first(even if you are only a few seconds behind)
  • Playing on the Android or iOS app
  •  Casting it onto a Chromecast( I cannot speak for other things like firestick)

As for what the problem is, given my experience with customer service, I suspect that Comcast has deliberately created it to extort/trick those of us who use 3rd party modems/routers into using their walled garden products. This is why it works when they control the endpoint, ala the apps or Chromecast(or with the product they will allow to escape, like the TOGO channels). 

 

Contributor

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17 Messages

7 d ago

Live TV web streaming video quality has degraded significantly over the past two weeks for me also.

I have tried everything on my side. This needs to be addressed.

New Poster

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3 Messages

7 d ago

I wanted to come here and report this as well.   It's def. happening on all browsers -- it appears to be intentionally downgraded stream to me.     Why even offer the service if the quality is going to be so poor?

Visitor

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1 Message

7 d ago

Here is an idea... log into xfinity stream from a browser while you are at work and try to watch a sporting event.  Maybe you all will then believe all the posts saying the same thing about xfinity stream online.  Even on my android tablet the stream is digitized.  So come on xfinity folks someone has to talk to the manager of the general manager in you all's tech support to actually get this fixed.  We tried all the browsers and all the settings. We logged out, logged in, cleared cache and restarted our cpu's. Please help us get what we are paying for, 1080p on all devices.  

Official Employee

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315 Messages

I was able to log in to my personal Xfinity Stream App from home and outside my home this week. I didn't have this issue on my end. Can I have more details about how you use the app, and any troubleshooting you've done so far? 

I am an Official Xfinity Employee.
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Contributor

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17 Messages

7 d ago

Okay Xfinity, how many more people need to complain about the poor resolution of your streaming service before you acknowledge that the issue is on your end and fix the problem?

Having to find workarounds such as using TOGO channels is not a fix. 

Official Employee

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465 Messages

Hello, @user_af1691, I'm sorry to hear you've been experiencing those degraded video qualities on your Stream app. This is a known issue and our engineers are working to fix this. We have noticed some positive traction with troubleshooting and I'd like to do that with you now. To avoid any repeated troubleshooting steps, can you please tell me if you've taken any on your end?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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2 Messages

I have the exact same issue

Visitor

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1 Message

6 d ago

Comcast is obviously throttling down the internet resolution for some reason and not giving customers what they are paying for.  The xfinity stream app on a browser only shows options for "Low, High, Auto" resolution.  There is no apparent way to tell what res you are getting.  Whatever "High" is, it is 480P at best and probably 360P.  I was watching the Tennis Channel yesterday via their feed that is 720P and had the Tennis Channel on another tab on xfinity.  The xfinity tab was significantly lower res than the Tennis Channel's 720P. I would like to get rid of my expensive xfinity equipment and just use the xfinity app on my Roku.  However, all of the xfinity app channels on Roku are lower res than if you use the cable box.  I assume that if xfinity lets you have 1080p res on computers, Roku, and the like, they would lose too much revenue from people needlessly paying for xfinity equipment.  So, xfinity guys, quit playing games, telling lies, and giving misinformation.  Just explain that xfinity throttles the res and will continue to and na na na na we can't do anything about it...yet.

ttudrums

Visitor

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14 Messages

@emmpeebee The problem is that before the last couple of weeks, it was at least 720p quality on web browsers and a full 1080p within the Roku app, which is why this sudden change is noticible and frustrating. It does seem like it is intentionally being throttled though, and we are just fed scripted lines and tied up in their endless loop of the same troubleshooting measures. The run-around that I have gotten from tech support and the inexplicable disjunct customer service on this forum is ridiculous.

Visitor

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1 Message

6 d ago

Why is the quality when streaming on my pc so horrible. We have 500+mbps and there are zero issues with the connection as I’m gaming on multiplayer with zero issues. It’s a xfinity problem that must be fixed ASAP. Our quality went from 1080p down to 240p. Zero internet issues and tried every troubleshooting tip. Please fix the Xfinity! 

Official Employee

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177 Messages

Hey @user_15e4dc! Thank you for taking the time to reach out and being part of the Xfinity family. That's definitely not the experience we want you to have. I'd also be frustrated if my internet services weren't working properly. Especially now when so much needs to be done from home with a stable internet connection. I'd be happy to take a look at your internet speed issues and get this repaired for you. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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
ttudrums

Visitor

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14 Messages

@XfinityAntoine The post says "zero internet issues" and your reply is about fixing internet issues? Am I missing something here? I feel like I'm taking crazy pills dealing with the employees in this forum. What is the process of replying to these posts? You don't even read them. This one reply is in a huge thread about persistent low quality video in your browser version of Xfinity Stream, but you're here responding to a problem that the poster literally said multiple times wasn't an issue. You guys seriously need to fix the way you handle replies in this forum, because frankly, it makes your customer service department seem inept and dumb.

Visitor

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3 Messages

6 d ago

Live basketball is unwatchable because of this. It was good last year. Please fix.

Official Employee

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84 Messages

Hello there, and thank you for bringing this to our attention through this Communities thread. I understand you've been experiencing resolution issues, while trying to enjoy our Xfinity Stream services, and I can definitely imagine the inconvenience behind this. I use the streaming service all the time, and especially when I'm on the road, so this would be a huge inconvenience for me as well! Rest assured; you're with the pros, and our Digital Care Team is here, every step of the way!

 

I realize this seems to be a known issue, and our backend team is continuously doing everything they can to get to the bottom of this. I'd also like to take a look into your account myself, if that's okay? Can you please click on the chat icon in the top right hand corner of your screen? Once you click on that that icon, it should allow you to search for "Xfinity Stream", and this should allow you to send us a private message, including your full name, and address. Thank you in advance, and I look forward to speaking with you further! 

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

Visitor

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1 Message

5 d ago

Same here in Georgia. Last few weeks stream has looked terrible on every screen in my house. TVGO is the quality I have been getting before a few weeks ago for years, but can’t get anywhere close to the number of channels I pay for with tvgo. I have 6 screens in my living room and have streamed football for friends and family for years. Internet is fine. I have the 1200mbps that over-provisions around 1350 and up to 14xxmbps and it works perfectly. Definitely xfinity intentionally throttling bandwidth on the streams with no question. This doesn’t happen out of nowhere for no reason. This is extremely irritating considering the amount we all pay for service. 

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