Xfinity Stream no longer HD

@volts 

May have spoke a little too soon. Comes and goes.

@volts 

I spoke way too soon. 

Hey @ttudrums

I didn't get the chance to connect with you on another thread, I did want to provide a bit of an update on this. The incident management team has been tracking this issue since we were made aware in early to mid-October, and the folks on the back end are still working for a solution. The temporary work around has been using the Xfinity Stream app on mobile devices such as phones or tablets while we mitigate the website issues.

What we would ask of you, or anyone else affected, is to contact us and provide the account information so we can link it to the incident report and get more eyes on the issue. As it stands right now, we've only officially had < 75 folks provide affected account information across our entire footprint. The more accounts we can get linked officially to the issue, the more the folks on the back end can get a full view of the scale of the issue--incidents with a higher number of reports take priority, so the incidents that have 300-600+ reports are being worked on first. The only exceptions usually being if something is an identified security threat, then those get jumped right to the top.

You can actually send us a direct message here on the forums rather than calling in or going through another chat route, I'll leave instructions on how to send us a direct message. I hope this provides some insight and help--if needed, I can pin this message to the top of the thread so it can be shared.

To send a direct message:

Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.

• Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/2ZZywU3
• From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
• Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

We ask that you please include your name, the account holder name (if different), and the service address alongside your inquiry so we can best assist. 

It's not rocket science. It's a Comcast problem. Why does every Xfinity Employee want the info of the person posting. I've both chatted online and talked on the phone with someone from Comcast and given my info (as if you don't already have it). Just fix it.

@XfinityBrie Just fix it.

@XfinityBrie You give the same reply all others do. Pass these problems to your superiors.

@XfinityBrie I'm not going to keep going around in circles with this. I have already done this and have escalated this issue to Level 2/3 tech support 3 different times. If my account is not already associated with this issue, that's a major problem on your technical and customer support end.

Just because there's a relatively small number of reports in this forum does not AT ALL mean that this isn't a widespread issue. It took me a couple of weeks of having the issues to even find this forum to post in, so I do not expect this forum to be properly utilized or indicative in any way of the real scope of the issue. The number of people that actually use this forum vs. your entire customer base is microscopic. The fact that those numbers are what you are basing priority on is just unfathomable, especially after an issue has been known for almost TWO MONTHS.

I have been given the run around by countless employees in the forum, so many of them just spewing the same copy and paste scripted responses that lead absolutely nowhere. This has been BY FAR the worst customer service experience I have dealt with in my entire life, and the disjunct, random responses from different employees have only made things worse. Your company seriously needs to reevaluate how posts and responses are handled in this forum, instead of multiple employees offering conflicting information and constantly passing the buck to the customer, when known issues are present on Comcast's end. You've even gone as far as marking this thread with an "Accepted Solution" but it's not even a solution. It's an alternative utilizing a completely different platform on devices that some may not have access to. That exact same "solution" was DELETED from the other large thread about this issue, when multiple people, including myself, called attention to the fact that this problem was in no way solved.

I can't believe I am still responding to posts about this and that this issue persists. Frankly, for a company of your size with the resources at your disposal, its pathetic.

@volts According to the employee's reply to my post yesterday, not enough people have posted in this forum about it to matter to them. Apparently priority of known issues is based on the number of people posting in the forum, a forum that is minimally utilized and hard to find. Since not enough people have posted on here, the fix is low priority, even though it's known, so there is not going to be a resolution for a long time, if ever. It's obviously a widespread issue, likely affecting everyone who uses the browser version of the Stream service, but since so few people are reporting it, we're just out of luck.