No HD on Xfinity Stream on Roku

[jgoswald]

How do I get HD content on Xfinity Stream Beta on my Roku? I just signed up for the service and will cancel if it doesn't come through. Stretching a hockey game to see it full screen is horrendous and there is no way I am going to pull wires to have boxes at my smart TVs when I bought them specifically so I wouldn't have a separate box anymore.

[Rustyben]

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@jgoswald wrote:

How do I get HD content on Xfinity Stream Beta on my Roku? I just signed up for the service and will cancel if it doesn't come through. Stretching a hockey game to see it full screen is horrendous and there is no way I am going to pull wires to have boxes at my smart TVs when I bought them specifically so I wouldn't have a separate box anymore.

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are you an X1 subscriber? if so, look at your most recent bill. is there a line in your bill that says "HD technology fee $10 or $0? 

[jgoswald]

Yes, I am an X1 subscriber and no, there isn't a line on the bill. The package description said that HD channels were included. 

[Rustyben]

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@jgoswald wrote:

Yes, I am an X1 subscriber and no, there isn't a line on the bill. The package description said that HD channels were included. 

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without that line at either $10 or $0 (included in package price) the Roku will not show HD. call 800-Comcast and ask for billing to determine if your package is correctly input as including HD.

[jgoswald]

Will do. Thanks.

[Jamesprn8]

Good luck

[e3345]

I too found I was suffering from the lack of HD channels on my Roku that I just purchased. My package includes HD channels, but no separate HD technology fee line item on my bill. I called today to have it added as a $0 fee, since I am already paying for it. Time will tell if this fixes it, but it was a bit of a struggle to explain what I was requesting. Posting here partially so I can also enable private messaging so I can message the Comcast/Xfinity employee contributor here @ComcastTambrey  to see if they can also work on this if my call-in attempt fails.

[Rustyben]

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@e3345 wrote:

I too found I was suffering from the lack of HD channels on my Roku that I just purchased. My package includes HD channels, but no separate HD technology fee line item on my bill. I called today to have it added as a $0 fee, since I am already paying for it. Time will tell if this fixes it, but it was a bit of a struggle to explain what I was requesting. Posting here partially so I can also enable private messaging so I can message the Comcast/Xfinity employee contributor here @ComcastTambrey  to see if they can also work on this if my call-in attempt fails.

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do you have a smart phone/tablet to use to test HD? see if the smart device gets HD.

[e3345]

Thanks for your reply - yes, I can see HD channels listed, and watch these HD channels on Xfinity Stream on my iPhone.

[Rustyben]

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@e3345 wrote:

Thanks for your reply - yes, I can see HD channels listed, and watch these HD channels on Xfinity Stream on my iPhone.

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@e3345 wrote:

Thanks for your reply - yes, I can see HD channels listed, and watch these HD channels on Xfinity Stream on my iPhone.

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There is an issue in a database. call 800-Comcast, select tech support for cable TV. ask the agent to transfer you to the app support team. ask the team member to reprovision your streaming device entitlements. if someone talks about sending a hit to your home equipment they do not understand. this is for app/streaming website. if the team member seems confused ask for a supervisor. once they reprovision your streaming entitlements the roku should work on those channels. is your roku set to 1080p?

[DivaBeryl]

I’m having the same problem. All HD channels came in fine on 2 Roku devices before they signed me up for a new 2 year contract which was supposed to be EXACLY what I had before. After the contract was activated, no HD channels are on the Rokus but are on my mobile devices. Customer Service first says that I need to pay $10/month. I told her that I didn’t have to pay that before. She come back with “ call the manufacturer”. Doesn’t make sense but I decided to replace one HD Roku with a new 4K one. Of course the problem exists with the new Roku because it

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@Rustyben wrote:

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@e3345 wrote:

Thanks for your reply - yes, I can see HD channels listed, and watch these HD channels on Xfinity Stream on my iPhone.

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@e3345 wrote:

Thanks for your reply - yes, I can see HD channels listed, and watch these HD channels on Xfinity Stream on my iPhone.

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There is an issue in a database. call 800-Comcast, select tech support for cable TV. ask the agent to transfer you to the app support team. ask the team member to reprovision your streaming device entitlements. if someone talks about sending a hit to your home equipment they do not understand. this is for app/streaming website. if the team member seems confused ask for a supervisor. once they reprovision your streaming entitlements the roku should work on those channels. is your roku set to 1080p?

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is an account problem. I’ll call on Monday but this unnecessary time and expense is aggravating.

[Rustyben]

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@DivaBeryl wrote:
I’m having the same problem. All HD channels came in fine on 2 Roku devices before they signed me up for a new 2 year contract which was supposed to be EXACLY what I had before. After the contract was activated, no HD channels are on the Rokus but are on my mobile devices. Customer Service first says that I need to pay $10/month. I told her that I didn’t have to pay that before. She come back with “ call the manufacturer”. Doesn’t make sense but I decided to replace one HD Roku with a new 4K one. Of course the problem exists with the new Roku because it

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@Rustyben wrote:

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@e3345 wrote:

Thanks for your reply - yes, I can see HD channels listed, and watch these HD channels on Xfinity Stream on my iPhone.

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@e3345 wrote:

Thanks for your reply - yes, I can see HD channels listed, and watch these HD channels on Xfinity Stream on my iPhone.

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There is an issue in a database. call 800-Comcast, select tech support for cable TV. ask the agent to transfer you to the app support team. ask the team member to reprovision your streaming device entitlements. if someone talks about sending a hit to your home equipment they do not understand. this is for app/streaming website. if the team member seems confused ask for a supervisor. once they reprovision your streaming entitlements the roku should work on those channels. is your roku set to 1080p?

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is an account problem. I’ll call on Monday but this unnecessary time and expense is aggravating.

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see my post with directions just above.

[e3345]

Thanks - yes my Roku is set to 1080p.

I have now wasted 75 minutes of time on the phone. The first time the agent I spoke to supposedly transfered me to the app support team. This person had me add/remove the Xfinity Stream app from my Roku, power cycle to Roku at least 3 times. I kept asking if he had reprovisioned my entitlements. Apparently I was not switched to the app support team as he opened a ticket to that team to request the reprovisioning. I receive a callback message and just now called back.

On this second call of 25 minutes, I hung up in frustration. The agent insisted I had no HD channels at, despite the fact that I've had them for years on my Tivo and can see them when I look at my channel line-up when I login to my Xfinity account. This agent constantly interrupted me telling me I was wrong and I did not in fact have any HD channels. I asked to speak to a supervisor and was on indefinite hold. First agent came back several times assuring me the supervisor would come online.

Any suggestions Comcast employees who may be listening here? This is really poor customer service. I'm at a point where will consider other services that offer HD streaming, of which there are many.