Community Forum
Hi @kidro2, @dcfox, and others who have noticed this issue. Thanks for sharing your experience here on the Xfinity Forum. My team would be happy to gather more specific details about your experience, so we can pass this information to our engineers for further investigation. If the issue is determined to be with FOX, they can communicate the necessary info to them.
Please send me a private message with details of these games, times and dates they aired, and details about the quality, we can get started.
Please send a private message including your first and last name and the numbers associated with your service address. To send me a private message, click on "ComcastChe," and then click send a message.
I am an Official Comcast Employee.
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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!
Hi @kidro2,
I'd be happy to investigate since you're still having poor quality while watching your games. Can you read my last post and send your account information?
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!
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!
I completely understand the urgency, and I know you have tried most of these steps to fix the issue. Since you mentioned what you have tried thus far, I can bypass certain steps and start with a signal hit to your cable boxes. If I run into a step we haven't tried, we can continue from there. Sending a signal to your cable box will interrupt your service for 3 - 5 minutes including any DVR recordings. Would it be okay to proceed?
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!
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!
Thank you so much for your time and patience while waiting for a response, @ kidro2! We are doing our best to respond as quickly as possible during these challenging times. It is known that there may be delayed responses. However, the great thing about reaching out to us is when one specialist becomes unavailable another one can pick up right from where we left off at any time of the day! This is to ensure that we provide you the best experience!
In reviewing the conversation history, I am seeing that it has now gone over 7 days since we obtained verification. Over social media, we are required to verify the account every 7 days for security purposes. This is strictly for the security of the account. In order to further assist, would you mind clicking on my handle “Comcast_Gabe” and sending us a private message with your first/last name and full address? Since we already did signal refresh last week and you are still experiencing video service issues, once I receive this information, I will be able to run through some additional troubleshooting steps on my end to determine if we can send you a technician visit to help with providing a solution as quickly as possible. How does this sound?
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!
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!
There have been advancements made to 4K equipment and tech over the last 3 years, so we would be glad to check your current equipment and see if there is the option or need to upgrade the box. Please review the 4K compatibilty guidelines and information here and if you meet all of them, then please send a message to me (ComcastGina) with your name and the service address so I can take a closer look.
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!
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!
