U

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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5 Messages

2 m ago

I am also having terrible stream quality. I can stream thru the iphone app and the quality is 10X better than the tv.xfinity.com stream. I have tried in both Chrome and FF. Neither solve the issue. I have tried streaming on multiple different PCs and the quality of the website is always terrible. iphone sitting in front of me watching the same Sunday night football stream looks excellent. desktop streaming is one of the main reason I pay for this level of comcast service. 

Visitor

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5 Messages

@user_6e8615 I contacted chat support when i was having this issue, they told me they submitted a lvl 2 ticket for escalation and that I would receive a phone call within an hour. I never received said phone call and the issue persists. 

(edited)

Visitor

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5 Messages

Level 2 Phone support says this is a known issue with no timetable for fixing it.

Gave me a $20 credit for my issue. I told them I would call back and do this again next month if it's not resolved. 


If I get told to reset my modem one more time.... 

Visitor

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5 Messages

Thats all they know how to do is tell you to check your cable connections and re-boot the router or tv box. 

It is ridiculous, they have no customer service/support.  It is someone in the Philipines or India who has no clue!

Comcast/Xfinity is the worst quality product!  And I pay $229/month!  So frustrating!

(edited)

Visitor

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5 Messages

I'll be calling back in for another credit if this issue isn't resolved by next month. 

My favorite was being told it was a known issue on there end and THEN being told to reset my modem. Or when you tell them you're on wifi calling and they reset your modem ANYWAYS. 
Maybe this time it was the customer support tech (L2) who didn't know you could build your own computer and insisted that it must have a brand name like HP or Dell. 


Or they ask how my internet quality is doing... Last time I checked I also pay you for my internet. 

(edited)

Visitor

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1 Message

2 m ago

Glad I stumbled across this thread because I thought I was losing my mind...same thing, couple weeks ago noticed streaming from laptop the quality was terrible...so tried office computer, same thing then tried messing with settings still no good, thought it was just me or my account, nope it is Xfinity. So Xfinity here ya go, yet another customer with the same problem [Edited: "Language"]/unwatchable stream from a computer please fix it. The TVGO tip was spot on stream quality is excellent.

(edited)

Visitor

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1 Message

2 m ago

I just made a post about this same issue.  Then I looked here and see that it seems MANY people are experiencing this.  I hope there is a solution soon.  It's ridiculous to have the quality so poor with 100mb connection speeds etc

Official Employee

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388 Messages

Hi, @user_c3c45a. I didn't see your post yet, but you can create a post if you'd like help with your specific situation.  I know this has been frustrating, but we working to help get this corrected. Thank you for your patience. How is everything going tonight? Have you seen any improvement or changes on your end?

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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3 Messages

@XfinityVianney

It's still bad.

Official Employee

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492 Messages

1 m ago

Hi, @user_2c9408 and any others seeking assistance on this thread. Currently there is a known issue regarding the quality on the Xfinity Stream website. Our team is working to resolve this as quickly as possible. We appreciate your paitence during this process.

 

At this time, the temporary solution is to use our Stream TV app on phones or tablets until this issue is resolved. We will update all of you when there is more information or further solutions.  

Visitor

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3 Messages

@XfinityChristina

I don't have  a phone or tablet or tv. I hope you fix it soon. I don't want to miss the basketball season. I pay a lot of money.

New Poster

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2 Messages

@XfinityChristina Assuming all users have a phone or tablet available to watch the xfinitiy streaming app is not an acceptable solution.  This is obviously an xfinity issue affecting numerous customers all over the country.  Escalating internally and not making assumptions that all customers have a workaround available would be a much better solution than the accepted solution you provided.

Visitor

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1 Message

Can confirm still having bad stream quality when viewing non TVGO channels. Can reproduce across Mac and Windows, Firefox/Chrome/Safari/Edge. Also can confirm the stream app on iOS/Android has good quality. Something's messed up there, hope they get it resolved soon, as we're heading into a busy sports season.

If it goes on much longer you can bet I'll be looking for a break if I go over my bandwidth cap...Because supposedly TVGO streams count against it.

Visitor

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5 Messages

@XfinityChristina 

m running 1GB internet through a ARRIS Surfboard SBG8300.

Didn’t have any issues till the middle of September. 

everything works in HD, (ESPN+ bundle, peacock, Hulu, Netflix) across multiple browsers

Xfinity stream on xfinity.com in home channels are not HD. 

TVGO channels on xfinity stream on xfinity.com are in HD. 

please fix, as we pay a fee for this particular service you call “HD” at the moment. 

Visitor

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1 Message

1 m ago

Same issue, low quality on xfinity stream website using browser... been this way for weeks... Southwest suburbs of Chicago.  This should have been correctly by now.

Visitor

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1 Message

1 m ago

I'm having the same issue.  When I would select a channel, the video quality would initially be poor and after a few seconds the resolution would change to a good looking image.  Very acceptable behavior.  In the last three weeks or so, the video quality is always poor.  Never improves.  I have seen a number of posts on this subject and all of the normal quick fixes are not working.  I too have tried the normal resets, cache, different computers and the signal quality is still poor.  Please address this issue and please credit our accounts with an acceptable $$ refund.  

Official Employee

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416 Messages

Hi, all! Thanks for contacting XFINITY and for patiently waiting for a response. There was a known issue with the quality issue on XFINITY stream. However, our engineers have now resolved the issue and the picture is looking good on my end when streaming live content via XFINITY stream. How is everything working now on your end?

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

Contributor

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33 Messages

Welp, I, along with everyone else, am still having the same issue as I have had for almost 5 weeks, so it's incredibly disheartening to see that you think it has been solved. That means that this will never be solved. It looks exactly the same to me as it has for weeks, sub 360p quality that never renders to full HD. I have again cleared cache, reset modems, done everything but the issue persists. 

When you say that the engineers have resolved it, what exactly does that mean? Nothing has changed on my end. When you tested it, did you test it in a browser? Or did you do it in a mobile app, which has not been affected by this issue?

Why are you reporting that this is resolved in a simple reply to a post instead of indicating it for the entire thread?

Very disappointing, and I will likely be seeking another provider if this is the quality I will be receiving. 

(edited)

Visitor

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1 Message

1 m ago

Yes same here. Trying to watch live sports but it is like 480p

Visitor

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3 Messages

1 m ago

It wasn't this bad before, but Xfinity has been pretty garbage for the last couple months with streams.  It's awesome that you pay money for their service but you can get a better quality stream from some 3rd party viewer who is just streaming his own feed.  Nice job Comcast.

nsteblay

Contributor

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19 Messages

1 m ago

I watched the baseball playoff game last night on the browser.  TBS gives you a free hour.  The resolution was perfect.  I'm having a hard time understanding how streaming television provided by Xfinity that is providing the Internet can be worse than a third party streaming.  It really doesn't make any sense.

Visitor

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3 Messages

1 m ago

Comcast screwed up their web browser somehow.  I did watch the NBA on TNT last night and it looked fine.  Today, ESPN looks like standard definition where I can watch the same feed from a 3rd party streaming it and it looks HD.

Visitor

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1 Message

1 m ago

I've had the same issue for awhile.  I did a side by side comparison because I wanted to watch something on ESPN.  While testing on the desktop, the Xfinity.com stream was poor while the ESPN.com stream was high quality.  I was able to replicate this on my Macbook.  I also tested the Xfinity app on mobile and that was high quality.

I'm assuming there's an issue with the browser player and not something on the backend.  The logical thing for them to do would be check for recent changes to the player and find a resolution from there.  Perhaps someone changed the code for the video player to always be low.  Maybe there's an issue with the video encoding but that would mean the mobile and desktop streams are encrypted through different channels.  There could be other reasons but it's not our issue to solve.  It's highly unlikely to be a user related issue as it's reproduceable across multiple devices.

Unfortunately that means there's nothing the user can do to fix this issue besides access the channel through different platforms on the desktop if available.  Low level tech support wont be able to help but hopefully they've escalated it to the right people.

Visitor

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1 Message

1 m ago

I have tried multiple web browsers on my computer, the quality is still terrible.

(edited)

Visitor

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1 Message

1 m ago

Just wanted to add that I am having the same issues. Maybe they’ll take notice if enough of us post on here. I sure don’t wanna waste my time going around and around with customeron the phone.

Official Employee

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222 Messages

@user_9bca6d

 

By any chance, are you using Chromecast as your browser to stream?

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

1 m ago

I am located in Atlanta and am having the same issues. Xfinity stream used to be excellent 720p HD on my browser, but has been horrible as of late. Very frustrating, especially when trying to watch sports. What is being done to fix this? 

Official Employee

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388 Messages

@user_5622e9 I understand you are seeing quality issues as well. What browser are you using to stream? Have you checked the settings to ensure it's the most updated version? Can you replicate the same issue on another browser or device? 

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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3 Messages

1 m ago

ESPN still looks like it got hit with an ugly stick and refuses to play in HD streaming online.  Last night TNT had no issues.  Please fix this Comcast.

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