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user_2c9408
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Friday, October 8th, 2021 1:07 AM

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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

Question

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Updated 

3 years ago

19.4K

112

gasmanjoe

Visitor

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1 Message

4 years ago

same problem here -- terrible streaming quality. TV to Go is better, but why should this be?

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ttudrums

Contributor

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39 Messages

4 years ago

This post has been marked with "Official Solution" yet there is no solution? What is the official solution??

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user_3ea06e

Visitor

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1 Message

4 years ago

I think the official solution is the comcast doesn't care.

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user_791a47

Visitor

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1 Message

3 years ago

This is a headache. And needs to be fixed. 

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StreamingJpeg

New Poster

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2 Messages

3 years ago

Commenting to see if there's any way to follow a thread.  Same issue.  xfinity speed test shows me 'blazing fast' should be able to play 4k video.  But the xfinity.com stream is awful.  Some channels aren't available for the tvgo workaround.  I'd like to know what the issue is for requesting a credit.  Same as others, any other streaming provider for the same channels - espn, nbx, fox etc. are HD quality and only xfinity the last couple of weeks looks awful.

2

user_562626

Visitor

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5 Messages

@StreamingJpeg

I canceled xfinity tv yesterday. I use Fubo.tv now and its way better than xfinity stream.  Amazing how the xfinity support [Edited: "Language"], but I was able to go into the xfinity store and cancel tv and phone pretty easy.

Sad thing is xfinity stream used to be good until about 4 or 5 weeks ago.  Amazing the company Xfinity/Comcast does nothing to fix their quality issues.

I think poor management is the reason, just saying.   

(edited)

3 years ago

CCAaron1

Problem Solver

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954 Messages

Hello @StreamingJpeg. Are you still having this issue? If so, please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

  • Click "Sign In" if necessary 
  • Click the direct message 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 
  • Type your message in the text area near the bottom of the window 
  • Press Enter to send your message 

I no longer work for Comcast.

3 years ago

0

ttudrums

Contributor

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39 Messages

3 years ago

Now entering week #6 of this issue with no resolution. Even the Roku Stream App is lower quality and constantly buffering (hardwired to gigabit internet). I cannot believe that this issue is still persistent after almost a month and a half.

2

user_0e2a04

Visitor

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5 Messages

@ttudrums 

sorry to hear that my friend, I have HD again on xfinity stream website. Happened on Friday when I logged in after work. I purchased a fire stick and got HD on the “beta” version of xfinity stream app on the fire stick. 


Good luck. 

im located in <EDIT: Removed Personal Information> zip code. 

hope you get a resolution soon.  

(edited)

3 years ago

Fast72

Visitor

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2 Messages

@ttudrums

It's like a page of complaints per week. Sad. I added to the list back on page 3, and you've been spot-on since page one so thanks for your efforts and comments.

Minor update - when a live tv stream first opens, the quality is still the usual garbage. After 25-28 seconds (I timed it a few times), the picture sharpens to what I would call SD. I can almost see the puck!

Desktop; don't know about Roku, etc., as I didn't try yet.

3 years ago

lamadeo

New Poster

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2 Messages

3 years ago

I have had the same issue over the past 4 weeks. I called support and they couldn't help. Doesn't matter what web browser I use. I cleaned everything, cookies, temp files, etc. Nothing seems to work.

2

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XfinityJeniece

Official Employee

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3K Messages

Hey there, @lamadeo, thanks for reaching out through Xfinity Forums! We would be happy to help with your Xfinity Stream app and troubleshooting! We definitely want you to be able to use the app to watch your favorite shows! What device are you having issues watching on? 

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
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

ttudrums

Contributor

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39 Messages

Here we go again... Yet another new employee in here stringing us along with "troubleshooting measures" like there's not a massive thread about the issue that has persisted for weeks and still has no official answer from anyone other than "we're working on it". Anything posted by an employee in here that's not a concrete response to the issue is an absolute waste of time.

3 years ago

user_469ddc

Visitor

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3 Messages

3 years ago

Still No Resolution for me. Roku, Web, Pixel 4 XL all stream YouTube, Hulu, etc. fine. Xfinity Stream would not play anything for me today (Sunday). Zip is 95928. I am seriously thinking about another provider.

2

XfinityJeniece

Official Employee

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3K Messages

Hey there, @user_469ddc, thank you so much for reaching out through Xfinity Forums and we definitely do not want to lose you as a customer and we are here to help with troubleshooting your Xfinity Stream app! I definitely want you to be able to enjoy your favorite content. What troubleshooting steps have you tried in regards to getting the app issue resolved? 

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
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_fd57ce

Visitor

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2 Messages

@XfinityJeniece,

Stop pushing your trouble shooting. With so many people having issues its not a 1 off. There is a problem with the app or your backend!! Stop wasting peoples time and fix your stuff. Xfinity is a disgrace.

(edited)

3 years ago

0

user_6702b4

Visitor

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3 Messages

3 years ago

Its funny, I was actually able to kind of watch the football game last night after all this time. Just to log in today for the Celtics game for it to go right back to the way it was. This is insane what is the issue here? I know its not on my end I've had someone come out here to confirm it....Is there a timetable on a fix?

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Jmcundy1

Visitor

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1 Message

3 years ago

I am getting so fed up with paying a fortune and then not being able to watch TV in my bedroom at night because the streaming through Roku is so horrible!  The last month has been horrible, and it was completely out for a few days.  What the heck is going on?  If this keeps up, I might as well just drop Xfinity all together and stream through third parties - because that is basically all I can do now!

3

XfinityAmira

Official Employee

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4.1K Messages

Hello @Jmcundy1, thanks for reaching out on our Forums page and voicing the issues you have been experiencing over the last month with the Stream app on your Roku device. We certainly do not want to lose you as a customer and want get to the bottom of the issues you have been running into. I know you mentioned the streaming being horrible, what exactly are you experiencing on your end when streaming through your Roku? 

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

IIan

Visitor

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12 Messages

Amira please review this thread and the related thread detailing the known issue in which the live tv stream video quality has been dramatically reduced for all customers. This issue has been ongoing for several weeks with no resolution or update on a fix.

3 years ago

XfinitySheila

Official Employee

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1.1K Messages

@user_1ef999

 

Thank you for getting back to me, we are aware of the issues and working to resolve these. I am happy to take a close look on my end if there is something in particular that has not been addressed. 

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

ttudrums

Contributor

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39 Messages

3 years ago

Anyone in this thread, please refer to the other thread regarding this issue "Xfinity Stream no longer HD". I was told by an employee that although the issue is known, there is no priority for it since the number of posts in the forum is relatively low compared to the entire customer base. If you want to see any change any time soon, I guess you're supposed to DM someone (AGAIN) to let them know that you're affected, so your account can be associated with the issue officially. 

Welcome to Week #7 of this issue, and apparently there's still no end in sight.

May the odds be ever in your favor.

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ceemaya

Visitor

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2 Messages

3 years ago

Not only am I getting terrible resolution certain channels like FOX 5 DC works for a few minutes then a green screen with only sound but if I use the TV to go link the channel works fine so again its a Xfinity stream problem that doesn't seem to get fixed. 

1

CCAaron1

Problem Solver

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954 Messages

Hello @ceemaya, how are you doing today. I am very sorry to hear that you are having these kinds of issues and I would love to assist you if you are still having them. If you are, please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

  • Click "Sign In" if necessary 
  • Click the direct message 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 
  • Type your message in the text area near the bottom of the window 
  • Press Enter to send your message 

I no longer work for Comcast.

3 years ago

0

ttudrums

Contributor

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39 Messages

3 years ago

Week #8. Still no resolution. Quality as bad as ever. Absolutely pathetic from a company as big as Comcast. 

0

user_aa738d

Visitor

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2 Messages

3 years ago

tonights game is alot better Quality. Looks like it's fixed I hope it will stay like this 

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ttudrums

Contributor

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39 Messages

3 years ago

Week #9, still terrible, but there will never be a resolution. According to employee posts on other similar threads, it is a known issue, but there aren't enough "tickets" for it to matter, so they frankly just don't care to fix it. What an absolute joke. You are stealing money from customers by robbing them of expected quality and acting oblivious to known tech issues. I am escalating this customer service issue to the Better Business Bureau and am actively seeking out alternatives to your horrendous service. I have never dealt with such an inept customer service department and a completely incompetent technical department. Figure it out.

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