Community Forum

HD channels missing from the App

Highlighted
Regular Visitor

HD channels missing from the App

Samsung Smart TV connected to the Internet via xfinity WiFi.  It is a supported device.  Xfinity Stream App is missing the HD channels.  I do get the HD channels on my IOS tablet and IPhone.  Can some help?

Thanks!

Highlighted
Regular Visitor

Xfinity stream app

I have a Samsung Series 7 connected to the Internet via xfinity WIFI.  I am using the Xfinity Stream App.  For some reason, I am not getting the HD channels.  I get them on my tablet and iPhone.  Does anyone know a fix for this problem?

Highlighted
Expert

Re: Xfinity stream app


@Uscgk9 wrote:

I have a Samsung Series 7 connected to the Internet via xfinity WIFI.  I am using the Xfinity Stream App.  For some reason, I am not getting the HD channels.  I get them on my tablet and iPhone.  Does anyone know a fix for this problem?


could you give a few of the channel's call letters? Like WABCH ?

(edit: combined cross-post)



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Regular Visitor

Re: Xfinity stream app

Thank you for your prompt reply.  Just about all of the 800 level channels are missing, except 1 (834 - Shop HQ). All the other 800 level channels and some at the 1000 level are missing. Here are some of the missing channels:  

800 - NJTV

802 - CBS

803 - QVC

804 - NBC

837 - TLC

868 - Animal Planet

1002  CBS

1004 - NBC

1031 - ION

1110 - Fox News

etc.

 

By the way, when I go to the Xfinity menu and select Options --- > Filter Preferences--> High Definition, I get an error message "We didn't find a match."  

In addition, the image does not fill the TV screen.  The TV do not allow me to select the "Fill the screen" option.  Probably, because the signal is not HD. 

 

Troubleshooting I done so far:

1. Reinstall the app.

2. Connect the TVs directly to the Ethernet ports on the router.  Same resuts - No HD.

3. Reset the TV to the factory settings - no HD.

4. Played with the TV settings.

5. Downloaded Fubo and Sling TV on a trial base - both came in HD and both filled the TV screen.

6. Attached a ROKU device to the TV - Still no HD and no full sreen through the Xfinity Stream app;  However, Sling TV and FUBO worked fine.

7. Spent countless hours searching the Internet for solutions to no avail.

 

If I remeber correctly, i was getting HD when I first setup the TV via wifi and Xfinity equipment disconnected.  It worked fine for a few weeks.  If I am not mistaken, I think the problem started after I returned all of the Xfinity equipment.  I hoped, I gave you enough information to help you look into this problem.  Any help, you can give me, will be greatly appreciated!

 

Regards,

 

Diego

 

 

 

Highlighted
Official Employee

Re: Xfinity stream app

Hello Diego,

We are sorry you have been having this troubling experience and we realize that this is confusing.

We have performed a deep investigation into why this has occurred. To view HD channels, you require the HD Technology addition into your plan - which would show up as "HD Technology fee" on your bill.

We also noticed that you had HD authentication up until the 14th of April when a work order was conducted, shortly after your last forum post.

Therefore, it makes sense that you are now unable to see HD channels. If you'd like to add them to your package, please contact customer service.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!