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streaming down?

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Frequent Visitor

streaming down?

I have not been able to stream live TV GO on any browser or any mobile device for about three days. I can stream On Demand programs, although they pause and give me frequent "Attempting to Resume" messages. I am out of my home wifi (hence the need to stream). On my Mac laptop in both Chrome and Safari, I get a message that says that it looks like my device is offline, when it is not. On my iphone, I get Connection Error 3305 telling me to check my internet connection. Ran a wifi speed test. 300 mbps down, so I am obviously well connected to the internet. Comcast's streaming technology has never been great, but I can usually kick it into streaming. This problem was new and sudden on Friday.

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Re: streaming down?

So, then, it's just me? Because it's now been 5 days. No TV Go on any device in any browser. Ultra high-speed wifi. Meanwhile, Netflix streams perfectly. Going to be a long quarantine.

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Expert

Re: streaming down?


@leonetti wrote:

So, then, it's just me? Because it's now been 5 days. No TV Go on any device in any browser. Ultra high-speed wifi. Meanwhile, Netflix streams perfectly. Going to be a long quarantine.


3305 means no internet. the wifi device you are attempting to connect can not or is security default to not allow the connection. usually a reboot of the modem and unpluggig any repeaters will let new devices join wifi networks if you have the password for the SSID.



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Re: streaming down?

It's not the routers or the internet. Believe me, I have not only rebooted. I spent an hour on the phone with Google (mesh routers), who actually has knowledgeable tech support. I have shut off internet and tried running through LTE with my cell phone as a hotspot. Everything works fine except for Comcast, which does not work on any devices. This is not the first time that there has been a Comcast problem with an error code that suggests that the problem is on my end (hardware, cache , firewall, etc.). It is never on my end. It is always a Comcast streaming problem that suddenly resolves days later after I do nohting differently. Netflix works. Zoom videoconferencing works, everything works, except for Comcast streaming. But Comcast tells me that it's my internet connection. It's not. I don't know what I hate more about this conpany, its technical incompetence or how it blames the user for its own technical faults.

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Re: streaming down?

Also, seriously, no offense, but did you read my original post? I am CLEARLY connected to the internet. I have 300+ download speed. All other internet connections work. That's kind of my point about Comcast. Their default message is "it's your internet connection" when it is absolutely not my internet connect. I mean, not for nothin', but, if it's my internet router, how am I posting this?

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Re: streaming down?

Oh, and On Demand streaming works (badly, but it will play with interruptions), and weirdly NBC will stream live, but nothing else will, so how is that an internet or DNS problem?

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Re: streaming down?


@leonetti wrote:

Oh, and On Demand streaming works (badly, but it will play with interruptions), and weirdly NBC will stream live, but nothing else will, so how is that an internet or DNS problem?


you might try resetting the device or forgetting the connection and start over. the normal reason is that the device has an already in use DHCP ip or the wrong gateway. when it can connect to comcast servers you won't get that code (unless on a VPN).



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Re: streaming down?

If I'm not connecting to Comcast's servers. how am I streaming On Demand programming (and NBC)? I hope that you can tell me, because Comcast's tech people sure can't.

Started, as always, with the AI assistant bot who makes you select a topic from a drop-down list, then refers you to customer service as wanting assistance on a completely different and unrelated topic, so you have to start the chat with "actually, I'm not calling about my bill."

Waited 3 hours for live call-center customer service (466 in queue! but that's an improvement over yesterday when I was 385, waited 3 hours, then, when I got down to 1, got an "our chat service is down" message -- after I waited for 384 people to personally and 1 at a time get the same message apparently).

I was "escalated" to "advanced" tech (standard Comcast time wasting, forcing you to first to survive a non-tech customer service agent reading you questions that you've already answered in your first chat message from a script, then only letting you talk to a person who knows what a computer is after surviving the mindless and non-responsive troubleshooting checklist -- my favorite is whether you are connected to the internet - well, I'm chatting online with you, so, if I'm not, my telepathy is really coming along nicely).

Tier 2 agent was very nice, but knows less about streaming and the internet than I do. A lot less.

Further "escalated" to "tier 3 engineering," only not allowed to talk to them directly. Instead, I have to tell the Tier 2 person what's wrong, and she passes my answers to them, then relays their questions back to me. It's like Comcast is worried that, at that point, I'd only spent 4 hours trying to get help, and they can't make it too easy now by letting me talk to someone without an intermediary mangling the conversation and five minute pauses between questions and answers. Tier 3 people (she kept saying "they," like it was some brain trust meeting working on my streaming problem) reset a couple of things. Made no difference, but took a really long time -- I baked a loaf of banana bread while waiting, so that was nice. Then, the crazy demands and veiled threats started. Actually, that's not fair; they weren't veiled. Tier 3 insisted that I email them a screen shot of the error message that I had already quoted to them verbatim or they refused to help me (even after I explained that I had a lot of confidential work stuff open on my computer and would have to shut it all down before taking the screen shot, including the Zoom conference that I was "attending"), like I've called up customer service and waited 4 hours just to lie about what error message I'm getting -- then sent me the wrong email address to which to send it. Twice. They also wanted me to "borrow" someone else's login to see if it worked as a way of testing whether it was a login problem, so, yeah, the cable company wants me to steal their cable by using a friend's password to see if that works better. It was all that I could do to refrain from pointing out that if I had someone else's login credentials, I wouldn't be paying them $400/month for their horrific service. I did ask them if I could borrow their login, but they didn't seem to think that was funny. Hard to tell over third-party chat, though. Maybe they had a good chuckle. Probably were worried that I'd figure out that they have Direct TV because Comcast is for cheap marks. Tier 3 took me through the whole standard Comcast "troubleshooting" list again (seriously, what is it with Comcast and clearing the browser cache -- that literally never fixes the problem, and I always do it before I call just to speed the process along, and then they want me to clear it again as if I somehow left some bits of data behind when I cleared it 5 minutes before I called; it's just some weird way to make you feel like they're actually doing something on their end or like it's your fault that they haven't mastered streaming with even a modicum of technical competency like every other stream provider on the planet, like if maybe you didn't spend so much time looking at porn, you wouldn't have overloaded Chrome's poor little data cache and broken the internet). Finally said that they would try to fix it, but made me agree that it was okay if it took 7 days to do so; if I didn't consent to the 7 days, they said that they wouldn't help me at all.

The only comic relief (well, other than the sheer absurdity of all of this) is that, whenever the Comcast agent pauses for a particular amount of time, the system sends automatic chat messages thanking you for being a loyal customer and pitching you on additional Comcast services. The elegant hilarity of Tier 3 making unreasonable demands and repeatedly threatening not to help me with "Thank you for being a Comcast customer for 4 years! We appreciate your business!!!" gave me my first deep belly laugh of the whole ordeal.

6 hours of my life gone, and still only 1 TV channel will stream. So, does today count as day 1 of my mandatory 7 day waiting period, or is that tomorrow? Mark my words: they won't restore my streaming 1 second before I come out of self-isolation.

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Expert

Re: streaming down?

there are two types of internet connection to comcast (as their servers see it). one is inside comcast that is you are connected to your own home internet. If on your own home wifi and the entitlements are set correctly you can stream your TV subscription from any qualified device. The second is to comcast from other than your own home internet.  Although you are using your subscription the ability to watch live TV is limited to the TVgo channels. On-demand library titles are mostly available too. You also have access to all completed recorded programs. 

 

the loss of ability to use your home type service while at home can be related to your own modem information not being recorded properly or at all.

 

I'm hapy to try to assist you more but need to know which situation you are dealing with.   when you are connected to your own wifi does your device show the numbered channels? if so can you tune to them? if so, can you watch a recording in progress? (hit record on your home DVR while watching a live channel and confirm the recording first.).



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Re: streaming down?

I'm out of my home trying to watch the TV Go channels. NBC is the only live channel that will stream. All of the others give me the "looks like your device is offline" message. But On Demand works fine. So, I can binge watch Homeland, but I can't watch CNN to see what is going on in the world.

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Re: streaming down?


@leonetti wrote:

I'm out of my home trying to watch the TV Go channels. NBC is the only live channel that will stream. All of the others give me the "looks like your device is offline" message. But On Demand works fine. So, I can binge watch Homeland, but I can't watch CNN to see what is going on in the world.


if you use a smart phone/tablet or a Roku device does it work normally? do you have a cable TV channel subscription with X1 and Xfinity internet.



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Re: streaming down?

Happening to me as well. Apparently when I did some diagnostics I found it was Comcast not sending out. So any device will not work for Xfinity stream. It has happen at least 3 times sometimes for days with this same issue. Again when I checked for any communication from Xfinity it was completely dead. There setup is basically like IP TV and there was no active communication coming fr Xfinity. They must have it turned off for some reason. I went online through many different chats and we are not alone with the same issue. They could possibly be updating there system but they should inform people who pay for there service that it will be down. In times like we are in it's not wise to practice poor business ethics.
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Re: streaming down?


@Jess904 wrote:
Happening to me as well. Apparently when I did some diagnostics I found it was Comcast not sending out. So any device will not work for Xfinity stream. It has happen at least 3 times sometimes for days with this same issue. Again when I checked for any communication from Xfinity it was completely dead. There setup is basically like IP TV and there was no active communication coming fr Xfinity. They must have it turned off for some reason. I went online through many different chats and we are not alone with the same issue. They could possibly be updating there system but they should inform people who pay for there service that it will be down. In times like we are in it's not wise to practice poor business ethics.

when having the problem did you try the stream with a smart phone/tablet?



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