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Poor Ultra 4K Quality

Frequent Visitor

Poor Ultra 4K Quality

I have a UHD X1 box and a UHD television connected via HDMI. UHD on the TV itself (either Blue Ray, Netflix, Amazon Prime, etc.) looks great...absolutely no problems. Even UHD using the Netflix and Amazon Prime apps on the X1 box looks great, so I know that the HDMI cable and TV are fine.

The problem is with Xfinity broadcasts in UHD, like sports for example. When I switch to the UHD version of a football game, the contrast and colors are horrible, and it doesn’t appear to be UHD. The picture is badly washed out.

Anyone else having the same issue? I have searched the forums a little and Googled it, but most of the complaints seem to be connection issues or settings.
Regular Contributor

Re: Poor Ultra 4K Quality

I noticed alot for the UHD sports. It is much darker and washed out. The regular HD channel for the same game is better and cleaner. Even today on the Fox football games on UHD bradcast. 

Contributor

Re: Poor Ultra 4K Quality

I have the same problem.  4K is washed out and dull...regular HD channel looks better.  

Contributor

Re: Poor Ultra 4K Quality

I just did a test on the Ohio State/Indiana game on my 4K apple TV FOX sports app.  Looks great.  Jerseys are bright red for OSU.  Evidently the problem must be comcast...what else is new

Regular Contributor

Re: Poor Ultra 4K Quality

One thing I noticed is that even the guide, last watched, xtfinity options ect are much darker so would say yea the box or comcast. It is not just the game broadcast its self that is dark when on the UHD bradcast. 

Regular Contributor

Re: Poor Ultra 4K Quality

Now that the 4k  of Wisconsin and NW on ABC is on it is much better just like the ABC 4k games last week or two. Not sure why it happens on FOX. Even all the guide and other options I metioned are normal. 

Frequent Visitor

Re: Poor Ultra 4K Quality

Yep! I just switched to the Wisconsin game and it looks good. Interestingly, I checked another channel earlier and it happened to be FSN. I guess Fox has some work to do.
Contributor

Re: Poor Ultra 4K Quality

Yes.   Wisconsin/NW game looks much better.  Maybe it is FOX.  I first noticed it several weeks ago on the baseball playoffs which I think I may have been on FOX

 

 

Official Employee

Re: Poor Ultra 4K Quality

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. 


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Frequent Visitor

Re: Poor Ultra 4K Quality

Anyone watching football today? Both Fox and FS1 were still poor quality during the early games, and now NBC has the same washed out look. ABC looked great last weekend and the week before. Can anyone confirm issues with NBC today? (ND vs Syracuse)
Regular Contributor

Re: Poor Ultra 4K Quality

I noticed the Fox and now NBC broudcast show HDR on my tv settings. Ths past  ABC games  did not and showed UHD and looked better. I notice HDR is darker but these games seem worse. I tried Dynamic setting on Samsung TV and it does look better on HDR shows.  I thought it may wash things out like it does on HD but it did not. 

Official Employee

Re: Poor Ultra 4K Quality

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? 


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Contributor

Re: Poor Ultra 4K Quality

Yes I am having the exact same issue. The 4K broadcast of the Fox NFL game has very washed out flat colors. And I also noticed that the guide is also flat and washed out when I'm on that 4k channel. I'm wondering if I have the most advanced 4K box. My 4K box is over 3 years old. Please advise. Thank you.
Frequent Visitor

Re: Poor Ultra 4K Quality

I already sent my information a week ago. You (or someone) sent a signal to my box and restarted it. I sent you another private message just now. Please read the complaints from other users in this thread. This is not an isolated issue on my end.

I know the default answer is to make sure connections are secure and to restart the X1 box, but first of all, my connections are good. Second other channels like ABC look good, Netflix and Amazon Prime look good, other content offered through Xfinity looks good, it’s just beem Fox, FS1 and apparently NBC that look bad. Third, don’t you think it would be a crazy coincidence if all of us just happened to have loose connections?

There has to be something else going on.
Official Employee

Re: Poor Ultra 4K Quality

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? 


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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.
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Contributor

Re: Poor Ultra 4K Quality

I agree 100% with everything kidr02 said.  It is exactly my experience with 4K.    

 

Frequent Visitor

Re: Poor Ultra 4K Quality

Go ahead, but that’s exactly what ComcastChe did last week.
Official Employee

Re: Poor Ultra 4K Quality

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?


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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.
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Contributor

Re: Poor Ultra 4K Quality

Yep, me too. Its very clear but the colors are off.

Official Employee

Re: Poor Ultra 4K Quality

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. 


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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!