Skip to main content

    Support

    Offers

U
user_83c665
1st Topic

Visitor

 • 

3 Messages

Wednesday, August 25th, 2021 2:46 PM

Closed

Xfinity Stream Beta Roku Version 6.1

Why is my app not going to my Recent Channel shown on screen but instead going to a Standard Def channel?  Just started in Version 6.1.   This is not what I want.  

Example 1009 is HD but instead it goes to 9 which is SD and in letter box.  

Question

 • 

Updated 

4 years ago

358

6

0

This conversation is no longer open for comments or replies and is no longer visible to community members.

XfinityBillie

Official Employee

 • 

3.3K Messages

4 years ago

Hello and thank you for taking the time to reach out to us here on our Xfinity forums! I know how much I love my HD programming so I understand how frustrating this would be. Just to clarify, is it allowing you to go to high definition channels at all or always redirecting you to the SD channels now? Also, have you checked to make sure that you are using the most up to date version of the Stream app?

6

0

user_83c665

Visitor

 • 

3 Messages

@XfinityBillie Version 6.1 was installed August 17 and it appears to be the problem.  If you are watching a show and arrow down to see the “last watched” menu choice.  If you select an HD channel it will switch you to a SD channel.  Example is HD 1009 and it switches to SD 9.  If you select an HD from guide or if you back out of program you can select and it will go to the proper HD selection.  Irritating. 

4 years ago

0

XfinityBillie

Official Employee

 • 

3.3K Messages

Thank you for clarifying that. I just doublechecked on my own Stream app and when I select last watched channel it does take me to the HD channel. Can you please uninstall the Stream app and then re-install it to see if that helps to resolve the issue? 

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

4 years ago

0

user_793d72

Visitor

 • 

4 Messages

I am also experiencing the same issue when trying to bounce between channels. It reverts to the SD channel instead of the HD channel. And NO I have not uninstalled/installed the app to see if that resolves the issue. I shouldnt have to go to that extreme!!

4 years ago

0

user_83c665

Visitor

 • 

3 Messages

@XfinityBillie tried it. Not fixed. I am running the app on a TCL Roku tv.  What are running it on?

4 years ago

0

XfinityBillie

Official Employee

 • 

3.3K Messages

I'm running mine directly rom a Roku TV, but with the same version of the Stream app you have. The device itself shouldn't make a difference. I'd like to do some more specific troubleshooting with you as I may need to open a ticket. Please send us a direct message to "Xfinity Support".

 

To send a direct message you may need to:
Click "Sign In"
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 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 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

4 years ago

0

user_f77db5

Visitor

 • 

1 Message

4 years ago

I am using 2 roku sticks and 1 roku tv. I am having the same issue on all 3 tvs. If you go to the very last channel watched, it works correctly. But, if you go to any other last watched channels, it reverts to SD.

2

0

user_793d72

Visitor

 • 

4 Messages

@user_f77db5 I called xfinity to report the issue. The person I got acted clueless. They opened a ticket with their next level support. I tried to explain the issue but they kept asking if I can stream on other devices, etc. I tried to explain its an issue with the APP itself. I seriously doubt anything is done about it!!!

4 years ago

0

XfinityNicolas

Official Employee

 • 

1.1K Messages

Hey @user_f77db5, thank you for reaching out to Xfinity Support on our forums and letting us know you're experiencing it to. There is a setting called Playback Preferences in the settings menu. Can you turn that off to see if it keeps it from reverting to SD? 

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

4 years ago

0

user_c005a1

Visitor

 • 

1 Message

4 years ago

I am having the same issue. It is infuriating and re-installing the app did not work for me either. 

2

0

user_793d72

Visitor

 • 

4 Messages

@user_c005a1 very frustrating!!!  It would be helpful if I had Roku that I could actually type in the channel number I want.

4 years ago

XfinityAntoine

Official Employee

 • 

1.4K Messages

Hey @user_c005a1! I can imagine how frustrating that is. Can you please send me a private message so I can take a look at your account specifically. 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

4 years ago

0

user_7c28b2

Visitor

 • 

1 Message

4 years ago

Same issue here, 2 Roku sticks and a Roku tv. uninstalled the Xfinity app and reset the Roku to factory settings. Made no difference. Tried it different tv's with the same results.

3

0

XfinityNicolas

Official Employee

 • 

1.1K Messages

Hey @user_7c28b2, thank you for letting us know you are having the issue as well. On another post in the forums, some customers had mentioned a workaround that seems to fix it. Can you go into the Settings, Playback Preferences, and switch to All Available Formats? After, close the app and reopen and it should be working again. 

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

4 years ago

0

user_cf267f

Visitor

 • 

2 Messages

Same issues with my Rukos.

Please fix this.  I have 4 sticks, and all of them are (Edited: Profanity) up now.  Fix it.  Quit updating something that worked fine. (Edited: Inflammatory/Profanity)

(edited)

4 years ago

0

XfinityRyanE

Official Employee

 • 

1.1K Messages

Hello @user_cf267f, thank you for reaching out to us for help with your streaming app. We would love to take a look at this in more detail and go through some troubleshooting steps.

Please send us a direct chat message with your full name and 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 the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

• 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

 


 

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

4 years ago

0

user_736b33

Visitor

 • 

6 Messages

4 years ago

I am having the same issue.  SD channels work, HD channels missing.  Up until today I could exit the xfinity app and go back in and the HD channels reappeared.  Today not the case.  No HD channels to be found.  I have 2 Roku devices, both have the issue, and version 6.1.1 of the software.  Please advise.

(edited)

0

0

forum icon

New to the Community?

Start Here