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sntholiday
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9 Messages

Wednesday, October 6th, 2021 9:11 PM

Closed

Xfinity Stream no longer HD

I watch Xfinity stream on a desktop PC with Intel 9th gen Core i-5 and the video quality has been excellent. Watching with Microsoft Edge or Google Chrome have both worked great. Just yesterday the video now looks standard definition or worse. Settings on the browser player are set to auto and my internet speed is over 700 mbps. Not sure what's going on but watching directly from a network website such as MSNBC or CNN live tv look great. What could have happened?

Question

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Updated 

3 years ago

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Accepted Solution

EastyT

Contributor

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11 Messages

3 years ago

I have been having the exact same issue here in Houston. Concrete examples are with the HD NBC and CNN feeds that the quality is horrible. This happens both on my desktop in the Chrome browser and through the stream app on my samsung phone casting to my TV with chromecast. The only thing that helps is to use the "TVGO" channel in my live TV guide. For example, my NBC HD Feed is channel 612 and instead I use NBC TVGO (it's at the very bottom of the channel guide list) then the quality is very good, but not very reliable. As you all have experienced no one at tech support has any idea what I'm talking about. I have even opened two browser windows on my two side by side monitors on my desktop, one playing the TVGO channel and one playing the regular NBC (625) channel. The difference is very noticeable. Try the TVGO channel and see what you think! I've given up on looking to Comcast for a solution.

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sntholiday

Frequent Visitor

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9 Messages

@EastyT You're right! The quality is definitely noticeable. I did not know the TVGO channels were available on the Xfinity Stream portal, I thought they were for the phone app(s). Thank you!

3 years ago

0

Accepted Solution

XfinityChristina

Official Employee

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923 Messages

3 years ago

Hi, @sntholiday and any others seeking assistance on this thread. I do want to let you all know this is a known issue at this time. Our team is working to find a permanent resolution. I do appreciate your patience during this process. At the moment our temporary solution is to use the Stream app on phones and tablets rather than our website. I know this isn't ideal, but we will get you further updates when we have them. Again, thank you for your patience. 

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mike1sc

Contributor

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73 Messages

3 years ago

0

XfinityBillie

Official Employee

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2.8K Messages

I definitely understand wanting to be able to watch your content in HD. I'm not seeing any current known issues for streaming in HD. Not all content on the Stream app is available in HD though. From the main menu please select "All Channels" and then select "Filter" and then "HD". Please let me know if you see content there or not. If you don't then we would want to have you send us a DM for further troubleshooting.

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

I have the same issue, and after about 45 mins chatting with Tech Support, I was told the issue is on their backend and they are "working on it"

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sntholiday

Frequent Visitor

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9 Messages

@ttudrums Thank you for the reply. I will just wait and hopefully they have it fixed soon.

3 years ago

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user_dd5a4c

Visitor

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4 Messages

3 years ago

same here, quality HD for years on my windows 7 desktop thru google chrome browser, lately video quality sucks.

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DanS58

Visitor

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4 Messages

3 years ago

I thought I was going crazy here.   My iPhone and iPads still have great quality, but Windows laptops are very blurry and low res.  I noticed this about 2 weeks ago.  Has been great for many years.  

Thanks for the TVGO heads up.   Some of those are fine, others are still low res.

(edited)

1

XfinityRaul

Official Employee

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1.6K Messages

Hello, @DanS58. For future reference, it is better to submit your own post as it creates a ticket to get help, and sometimes posting on an old thread can delay getting help.

 

Please send me a private message with your first and last name as well as your full service address by using the Peer to Peer direct message icon is located at the top right of the page. Clicking on the direct message icon will bring up a message box that will allow you to initiate the conversation.

(edited)

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

volts

Contributor

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36 Messages

3 years ago

I have the same problem. Started about 10 days - 2 weeks ago.

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volts

Contributor

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36 Messages

@volts I am in Champaign IL.

3 years ago

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volts

Contributor

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36 Messages

I had a long chat with an agent and provided screen shots of comments from here. Got no answer as to the problem. They act like they don't know it exists.

3 years ago

CCDevin

Problem Solver

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735 Messages

@volts

Good morning! We appreciate you bringing this to our attention as we want to be sure you have the best quality service for all your services, and all the ways you choose to stream. We truly apologize for any resolution concerns you have been experiencing and we always work hard to address these concerns as quickly as we can.

We have been seeing more of this and are happy to help. When you spoke to our customer service representatives, as you mentioned having done already, was a ticket created for you? Have you tried options such as a new browser, as well? Just to confirm, are your other devices broadcasting in the best resolution still? I know others have indicated its mainly presenting an issue on PC’s through the actual streaming website.

I no longer work for Comcast. 

3 years ago

0

sntholiday

Frequent Visitor

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9 Messages

@XfinityDevinC If I understand correctly posting a problem to this community creates a ticket for Xfinity? I have not seen anyone from Xfinity post on this thread until today. Was something done to fix the resolution problems we have been experiencing? MSNBC (the regular streaming channel, not TVGO) looks better today but I can't tell yet if it is back to normal. Anyone else check it today? 

3 years ago

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volts

Contributor

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36 Messages

@XfinityDevinC 

Ticket #CR008366030

Yes I have tried different browsers. I've also rebooted everything but the refrigerator to no avail.

(edited)

3 years ago

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DanS58

Visitor

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4 Messages

3 years ago

This problem continues.  It is easy to verify.   Use an iPad (or phone) with the Xfinity Stream app, and a Windows PC or a Mac without an Xfinity app, using whatever browser you want to use.  Look at ANY channel on both.   The device using the Xfinity app will look great.   The Windows PC or Mac will look horrible.   Low res and pixelated.

Or just use the Windows PC and look at any standard channel.  Then look at the corresponding TV GO channel.  The difference is obvious.  

This started about 2 weeks ago.  Clearly, something has happened/changed.   We are NOT imagining this.  

If the answer is “Use the TV GO channel”, that is not acceptable because not all channels have a TV GO version. 

(edited)

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CCSean1

New Problem Solver

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318 Messages

Hello @DanS58, thank you for reaching back out to us on the forums. I know how frustrating it can be to not be able to use the service on the device you are wanting to use and this is not the experience we want you to have. We would love to look into this further for you today and work to get the issue resolved!

 

Can you send us a private message with your first and last name and address to get started?

I no longer work for Comcast.

3 years ago

0

DanS58

Visitor

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4 Messages

3 years ago

This issue continues.

This is not an “old thread”.   You do not need my name and address for this.  I am in Jacksonville, FL.   Illinois and Texas have reported the same issue, so it is NOT a local issue.

It appears to me that it was decided that “No one is watching TV on a Windows laptop, everyone is using phones and iPads and the Xfinity Stream app.  So let’s save bandwidth and no longer send a HD stream to people not using the app.  Besides, they can use the TV GO channels.”  The problem with this is that not all channels have a TV GO option.

Granted, I do 95% of my streaming on iPads.   If hundreds of people were reporting this issue, then it might get fixed.  So far about 6 people have reported it here.  

Unless Xfinity is receiving hundreds of phone calls per day about this, I guarantee that nothing is going to change with this tiny number of people reporting.  

(edited)

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KHF_Bob

New Poster

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5 Messages

3 years ago

Same exact problem for me.... Thought my monitor was going.  Tried all of the channels in the 800, and 1000 series and nothing helps.

9

CCHeather

Problem Solver

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1.1K Messages

@KHF_Bob There is a known issue with the Xfinity Stream app at this time. We are aware of it and our engineers are working as quickly as they can to come up with a resolution. Thank you for your patience. 

I no longer work for Comcast.

3 years ago

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ttudrums

Contributor

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39 Messages

@XfinityHeather One of your employees posted a couple of days ago on a different thread about this same issue that it was "resolved" even though it obviously is not. Can you all please get on the same page and stop sending mixed messages. It's getting very frustrating and ridiculous.

3 years ago

CCEthan

Official Employee

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1.4K Messages

I appreciate your feedback and we will continue to monitor and check back. 

I no longer work for Comcast.

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

KHF_Bob

New Poster

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5 Messages

@XfinityHeather   As of 6:30 AM EST, I had higher res back on my computer monitor while streaming! Yipee!!!!!

3 years ago

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CCHeather

Problem Solver

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1.1K Messages

@KHF_Bob That is awesome and I am so happy to hear it! Thank you for letting us know. We are working hard to continually improve your experience. Thank you for letting me go over this information with you today. I appreciate your time. If there is anything else, we can do for you don’t hesitate to reach out. We are here for you 24/7 for your convenience and peace of mind. Have a great day! 

I no longer work for Comcast.

3 years ago

0

EastyT

Contributor

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11 Messages

3 years ago

I've been dealing with this for quite some time. Tech support is useless for this issue. They have insisted twice that it's a signal problem where nothing could be farther from the truth. They have insisted on sending techs to my house and all the techs have been able to do is laugh at the uselessness of the telephone techs. Nothing wrong with the signal but tech support insisted on sending out a field tech before they would send me to Tier 4 tech support. I really don't have the stomach to even try that at this point. I grow weary and angry at the lack of support in regard to this issue.

1

XfinityGabriel

Official Employee

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1.9K Messages

Hi! We thank you greatly for your patience as our engineers are working hard with dedication and commitment to resolving the XFINITY stream concern. We will continue to monitor this issue and as soon as we have an update we will reach out here. We appreciate you greatly for bearing with us.

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_dd5a4c

Visitor

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4 Messages

3 years ago

HD stream through web browsers and TVGO has definitely been downgraded to a lower bandwidth.
Currently watching Cincinnati Bengals at Baltimore Ravens on TV GO CBS-3. Resolution sucks.
Longtime customer here in philly area. We are being jerked around by a company who is all in for Brandon. Could you please adjust my monthly bill to reflect this downgrade in service. Thanks.

2

XfinityJeniece

Official Employee

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2.4K Messages

Hey there, @user_dd5a4c, thanks for reaching out through Xfinity Forums regarding your issue with CBS on TV GO. We would be happy to help with troubleshooting your concern if you are still having the issue! We definitely do not want you to miss any action on the big games! We are here to help! 

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

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_64962b

Visitor

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3 Messages

3 years ago

Over the last couple months the web browser streaming quality has been reduced to a sub-HD level.

When will the quality return to an HD steaming quality?

Note: This comment was created from a merged conversation originally titled Streaming quality

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thekrouts

Visitor

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2 Messages

3 years ago

I just submitted a ticket but there is definitely something going on at Comcast.  The streams thru their website on a pc look like garbage and the phone app stopped streaming to google chromecast.  Both happened around the same time.  Prices keep going up but the services are getting worse.  It's doesn't take weeks to resolve this type of issue.  We've been customers since 1984.  Maybe not much longer.

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Anon589570

Visitor

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3 Messages

3 years ago

belleveue, wa - also experiencing absolutely crappy live tv streaming.   very interesting that Netflix, Amazon, Hulu can all delivery perfect HD quality streaming.  Even Comcast's PeacockTV is fine but Xfinity TV {edited} not worth the frustration in trying to figure out obscure workarounds.  Come on Comcast..at least don't so obviously try to push streamers back to signing up for overpriced cable tv service. 

{This post was edited for violating forum guidelines}

(edited)

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DanS58

Visitor

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4 Messages

@Anon589570

”Come on Comcast..at least don't so obviously try to push streamers back to signing up for overpriced cable tv service. ”

Its not even that.    I HAVE overpriced cable TV.   That all works fine, a 65 inch TV downstairs and a 46 inch upstairs.   So does streaming to anything that uses the Xfinity Stream app (iPhones and iPads here).  It is ONLY when using Windows or a Mac (no Xfinity app) with any  browser going to www.xfinity.com/stream/live.

It is OBVIOUSLY no longer HD.  

It is NOT a signal strength problem.   It is NOT a local problem, we have reports here from all over the U.S.  This is NOT a “technical issue that needs to be resolved”.  

I guarantee this was a decision by Comcast.  Since most people have moved on to phones and tablets with the Xfinity Stream app, the decision was made to save money by cutting back on bandwidth use for people still using PCs and laptops.  

My advice to all here is to get an iPad.   Or use the TV GO channels.   This is NOT going to change.  I fully expect this topic here to be closed/locked soon, as this is a “non issue for the vast majority of streamers”.  🙄  Note that it ALREADY says “Accepted Solution” at the top of the page.  

      

(edited)

3 years ago

0

volts

Contributor

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36 Messages

I pay for the overpriced Comcast cable also and I sign in to my account on my desktop in the garage to watch the channels I pay for. The HD disappeared but their billing due date did not.

3 years ago

0

XfinityAldrik

Official Employee

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1.7K Messages

Hello @Anon589570, thank you for reaching out to us on our community forums. Are you seeing HD quality issues on all channels or on some channels? This is not the experience we want you to have.

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

Anon589570

Visitor

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3 Messages

Hi XfinityAldrik -  considering the streaming live tv service delivered by Comcast over the past month or two (at least) is the blocky, pixelated mess that occasionally approaches old non-hd ntsc 480i, I guess you're probably meeting the standard that has been set.  I see lots of responses saying that Comcast engineers are 'working on it' but either  (1)your entire infrastructure is so broken that it should be thrown out and Comcast should outsource its service to somebody halfway competent, (2) your engineers are horrendously bad and they should all be replaced, (3) this is deliberate or (4) Comcast doesn't care.  My money is on 3 (or 3 and 4).

3 years ago

EastyT

Contributor

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11 Messages

3 years ago

I too have a 4K DVR box that works fine. Streaming to Chromecast using my Android phone and Xfinity Stream has the same quality issues as my desktop PC. 

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