Xfinity Stream, specifically NBC, video issues with Apple TV 4K

Thank you James. This has been happening for at least a few months now but has become more frequent (i.e., it happens every time I try to watch NBC). It doesn't matter if it is the local news, a national broadcast or a commercial; it is not specific to a program. I do not utilize On Demand. Additionally, I have three Apple TV 4K devices and it happens on all three.

Thank you for clarifying, @user_9ray7j. This is definitely an unusual issue. Let's create a ticket with our Advanced Support Team to see if they have any ideas about what could be causing this, or if there's anything that can be done to correct it.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

I do not see a bell icon.

Thanks for letting me know, @user_9ray7j! Our good friend, @BruceW, created this excellent explanation for us!

To send a private message to Xfinity Support from any Forum page:

• Click "Sign In" (if necessary - there will be a visible prompt)
• Click the "Direct Messaging" (square speech bubble) icon
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
• As you are typing, a drop-down list will appear. Select "Xfinity Support" from that list.
• An "Xfinity Support" graphic should replace the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

See https://comca.st/3kYXwkR for an example