About ComcastTeds

Apologies for the issue and the experience that you described above. This is not the experience that we expect.   I have asked a colleague on our local team to review your account and reach out to you directly so that we can get any underlying issues identified and resolved.   Apologies again and thanks for your patience. ... View more

@JimPgh wrote: When I turn on my TV with the input set to "xfinity", I get "no signal". I have a motorola box, which I leave powered on, due to issues with recording shows, if it's tuned off. In order to get connected to xfinity, I must unplug the cable box & plug it back in. Then it reboots & the signal is ok. Please advise. No signal usually means that the TV set is on the incorrect video input. Check to see how your cable box is connected to the TV set. If connected via RF-coaxial cable, the TV should be on channel 3 or 4. If connected via HDMI be sure that HDMI is selected on your TV set (there may be an HDMI 2, HDMI 3, etc. input on your TV set, check them all). If you have X1, be sure that you are connected to the HDMI output on the X1 cable box. If you are connected via component cables (red, blue, green) be sure that your Component is selected as the input on your TV set If your TV is connected via composite cables, (red, white and yellow) check that your TV is selected to Video or Game . Also be sure that your cable box is turned on. ... View more

@ryno69 wrote: Just noticed that my premium channel subscriptions are no longer being recognized by the VOD app on either of my Tivos.  Watching movies from HBO had worked at least 3 weeks ago.  I also checked and the Stream app also does not seem to let me access any contnet from HBO.  The channels come in just fine on the live feed TV.  Any ideas on how to resolve this issue? Apologies for the issue and the experience that you described above. I have sent some signals to your cable card that have been known to resolve this issue in many cases. Please let me know how things are now. Thanks again for your patience. ... View more

@djmoritz wrote: Dear Customer Support Representative,   Here are a few facts to set the question: I have the Center Ice package through Xfinity I live in Tucson, AZ I was unable to watch the AZ Coyote vs. Minnesota Wild game AT MINNESOTA  Nov. 27th. because it was blacked out in my area.  I have read through the restrictions and nothing is obvious to me as to why this game was blacked out in my area.    Thoughts?   Thanks,   Dean Thanks for being an NHL Center Ice customer.  Apologies for the issue and the experience that you described above.    Looks like the 11/27 Coyotes game was televised on Fox Sports Arizona + in your area. From what I can see, it appears that Fox Sports Arizona + programming shows on channel 17 in your area. (I am confirming that information).  https://www.foxsports.com/arizona/story/fox-sports-arizona-plus-channel-finder-040714   We are required to black out games on NHL Center Ice in the home market to protect the local rightsholder.  The blackout on NHL Center Ice remains intact as the local regional sports network has the rights to these games in your area.   ... View more

@clarisemodeste wrote: I have lived at my residence since 2003 . I have been dealing with this with Comcast for 14 years and I’ve just had enough . I have a dog that I have taken to the vet because of your negligence with the wires in the back of my house . I have called Comcast on several occasions to fix this issue for 14 years . I have called Comcast on several occasions to bury the wires in the back of my yard there a loose wires sticking up from the ground and there wires connecting to my neighbors house laying on the ground no . It has cost me thousands of dollars to take my dog to the vet. I’m expected by Comcast to pay my bills but Comcast Xfinity you’re causing me financial stress. I’m expecting company cast to compensate me for all my expenses . Thanks in advance for your Quick response to this matter . Apologies for the issue and the experience that you described above. This is certainly not the experience that we expect or intend to deliver.  I have escalated this to the right teams so that we can get this addressed quickly.  Someone on our team will reach out to you directly to go over next steps.    Thanks for your patience and for your feedback.  ... View more

@SLannes wrote: Checking on The Hunted and Patterns  availability in SD on our platform and what the expectations are.     I tried again contacting  TCM.  Useless ---they never reply with an answer.   Both of these films in SD are now expected to be available on our On Demand platform. Thanks for your patience.  ... View more

@SLannes wrote: @MNtundraRET wrote: @SLannes wrote: Checking on The Hunted and Patterns  availability in SD on our platform and what the expectations are.     I tried again contacting  TCM.  Useless ---they never reply with an answer.   I checked out the TCM listing of free films. I like watching these old movies at times. On newer digital televisions the picture is better than watching them 20+ years ago on a analog television.   There is a difference in quality of the picture if you watch the HD version on at least a 720p television. A 32 inch 720p television can be purchased for around $100. You never mentioned on the size tv screen you watch these films on in SD.   Even in HD, these old movies are filmed (4:3) so the back vertical bars are there. But the old black and white pictures are sharper and easier to watch on the HD version. It also seems you have gotten into the habit of just checking the list of movies (100+) and just complaining anytime one of them does not have both SD and HD copies. I can watch either copy. HD is preferred but SD will work too.   With so many movies to choose from, just watch one of the others until an SD copy shows up. Or replace the tv and watch whatever copy shows up first.  It is a 32" TV but plays SD content only.  Plays all video full screen except as discussed TCM On Demand files.  I have another TV an HD TV.   I am not going to replace SD TV  End of dicussion and thank you for your suggestions.     Thread is locked, provided the response below as well via e-mail and PM (Private Message):    Apologies. Turner provided a response to us which I posted in this thread. I certainly understand that you may not agree with or like the response that TCM provided. From their perspective, this is working as designed - and perhaps it’s bad design, but that’s up to TCM. They have been made aware of the experience and feedback that you have provided.   From reviewing your account, it also appears that you have our legacy cable boxes; you are not on our newer X1 platform.   We haven’t made any changes to our legacy platform in many years and we don’t have any plans to. X1 is certainly not a requirement but I believe that your overall experience would be greatly improved with our X1 platform – there is no additional cost to have that experience (including on-screen poster art and a voice search feature).   We can set up a free professional installation or we can ship you replacement boxes or you can stop by the local Comcast location (listed below) to swap out your equipment.   580 RIVER STREET SANTA CRUZ, CA 95060 HOURS MON - SAT: 9:00AM - 7:00PM SUN: 10:00AM - 5:00PM   The Motorola DCT 2000 SD cable box I see listed on our account is at least 10 years old and is considered by Comcast to be end of life (we don’t typically put those boxs into customer’s homes any more). There may be some settings that you can change on the SD cable box to have the video fill more of the screen. The below may assist. I don’t have an SD TV set nearby to test this myself. Step 1: Access the User Settings Menu 1. To access the User Settings Menu, power On your TV and power Off the box. 2. Press the Menu (or Xfinity) button on either your remote or the box front panel to call up the on-screen menu. You may use either the front panel or remote to navigate the menu. 3. Press the up-down arrow buttons to select the setting you wish to change. Press the right-left arrow buttons to select an option for that setting. To exit the setting and move to another setting, use the up-down arrow buttons. Step 2: Set Your Preference for Watching Wide-Screen TV The first user setting, referred to as “TV Type,” tells the box what type of TV you have and how you prefer to watch wide-screen programming. For standard-screen TVs, choose either of the following two options: >> 4:3 Pan Scan (wide-screen programming is cropped to fill your screen). >> 4:3 Letterbox (wide-screen programming will appear in its entirety with black bands on the top and bottom of the TV screen). For wide-screen TVs, choose 16:9. Step 3: Set Picture Resolution from Box to TV The next setting is referred to as Y Pb Pr OUTPUT and indicates the picture resolution output from the box to your TV. The choices are 480i, 480p, 720p, and 1080i. For most standard TVs, the appropriate setting is 480i. Choose 480p for enhanced definition TVs. For HDTVs, choose either 720p or 1080i. Refer to your TV owner’s manual and choose the setting that indicates the highest picture resolution your television will support. Step 4: Set 4:3 Override This setting provides the ability to specify how 4:3 standard definition programs are displayed on your TV. The choices are OFF, 480i, 480p, or stretch. For most standard TVs, this should be set to OFF (the box will default to the resolution selected in the previous setting). For HDTVs, the appropriate setting is either 480i, 480p, or stretch. If you have a wide-screen TV and select the stretch setting, 4:3 programs will automatically be stretched to a wide-screen 16:9 aspect ratio and display video in the format you specified in Step 3. Consult your HDTV owner’s manual to determine the appropriate setting. Step 5: Save Your Settings Press the Power button on your box or your remote to exit the menu and save your settings. *If the on-screen menu does not appear on your TV screen, your TV may not support the default setting. Use the front panel LED to view and change your settings. Use the up and down arrows to navigate categories and the left and right arrows to navigate within categories. ... View more

@ComcastTeds wrote: @SLannes wrote: @ComcastTeds wrote: Apologies.  As mentioned earlier,  we have made TCM aware of your observation and they are reviewing the situation with their content.   As soon as we get a response from TCM, I will gladly provide an update here.    Unfortunately, the content has not yet been replaced and the TCM movies will remain in the current state until they are replaced by TCM.       As an explanation, if the On Demand video files are not as TCM intended, then these video files for On Demand need to be re-encoded and resent to us. For On Demand, we pass along the video content in the same format as was delivered to us. That process may take some time and it's up to TCM if they want to do that and what the timetable may be.   Thanks for your continued patience. HAS NOT BEEN SOLVED! Apologies, that should have read as “Best Answer”, which is certainly not the same as “Solution”. I have removed that label.   Apologies. To set proper expectations, it doesn't sound like TCM is going to re-deliver the movies that were previously delivered based on timing,  content expiration dates (based on licensing) and other factors. That is their decision to make.   TCM has been made aware of and they have seen the issue that you observed and reported.   Checking on The Hunted and Patterns availability in SD on our platform and what the expectations are.    Thanks for your patience.   Apologies for the delay in responding. The team at TCM (and also Comcast engineers) reviewed your concern, reviewed the SD movies in question and reported that the SD movies were encoded, delivered and showing as designed and as expected.  Thanks for your patience while the teams conducted a thorough review.    I wanted to also address this - The referenced Honda ad that fills the screen was made in 2018 whereas the movies in question were all produced pre-1960; the format of the referenced Honda ad is not a factor in or a correlation of the featured SD movie display.       As a measure of goodwill, we have arranged to obtain DVDs of most all of the movies that you reported an issue with and will get those shipped to you once they arrive  - with our compliments.    We do have an open case with TCM on "The Hunted" and "Patterns" availability in SD on our On Demand platform and what the expectations are.  The SD and HD movies are separate files and occasionally there can be delays or re-deliveries on one version or another based on quality control, technical review and other factors. Thanks for your continued patience.     ... View more

@SLannes wrote: @ComcastTeds wrote: Apologies.  As mentioned earlier,  we have made TCM aware of your observation and they are reviewing the situation with their content.   As soon as we get a response from TCM, I will gladly provide an update here.    Unfortunately, the content has not yet been replaced and the TCM movies will remain in the current state until they are replaced by TCM.       As an explanation, if the On Demand video files are not as TCM intended, then these video files for On Demand need to be re-encoded and resent to us. For On Demand, we pass along the video content in the same format as was delivered to us. That process may take some time and it's up to TCM if they want to do that and what the timetable may be.   Thanks for your continued patience. HAS NOT BEEN SOLVED! Apologies, that should have read as “Best Answer”, which is certainly not the same as “Solution”. I have removed that label.   Apologies. To set proper expectations, it doesn't sound like TCM is going to re-deliver the movies that were previously delivered based on timing,  content expiration dates (based on licensing) and other factors. That is their decision to make.   TCM has been made aware of the issue that you observed and reported.   Checking on The Hunted and Patterns availability in SD on our platform and what the expectations are.    Thanks for your patience.   ... View more

@SLannes wrote: @SLannes wrote: @ComcastTeds wrote: Apologies.  As mentioned earlier,  we have made TCM aware of your observation and they are reviewing the situation with their content.   As soon as we get a response from TCM, I will gladly provide an update here.    Unfortunately, the content has not yet been replaced and the TCM movies will remain in the current state until they are replaced by TCM.       As an explanation, if the On Demand video files are not as TCM intended, then these video files for On Demand need to be re-encoded and resent to us. For On Demand, we pass along the video content in the same format as was delivered to us. That process may take some time and it's up to TCM if they want to do that and what the timetable may be.   Thanks for your continued patience. A rarity classic On the air now Old Dark House, The (1932)5:00 PM BW-72 mins,   However, I wiil not be able to watch SD On Demand full screen  version tonight.  Unless, it consists of  udated encoding mntioned above .  I'm hoping it is when I try after the Honda full screen commercial.   UPDATE AFTER TRYING LATE LAST NIGHT (10/17):    Not resolved!  Opened to full screen HONDA commercial and then same SD letterbox with squeezed postage stamp of movie 'Old Dark House' I really wanted to see. So turned off and deleted.    I'm now looking into options since tired of paying for Comcast for TCM On Demand.  Prior problems with TCM (out of sync audio and video)  were promptly resolved by Comcast alerting TCM who fixed!   I have now given up!  Will try to escalate. Apologies. It is not resolved because TCM has not yet resent the new files. Once that part is in progress I will certainly let you know.    Our On Demand teams and TCM are well aware of the issue. The right people and teams are in the loop and have been in the loop since your initial post late last week.    As you pointed out, this issue is not specific to Comcast and is apparent on other video providers as well.  Not a great story and still a problem that we need to solve with TCM for our customers,  but they are the ones that own the resolution to this problem.  We continue to work with them on delivery.      Thanks as always for your patience.  ... View more

@kkm9 wrote: This links me to an endless loop: I have to select to use Flash Player, and do so. Then it apologizes, says there's a problem, and asks me to sign out, adding that my problem will be solved if I sign back in after signing out. But when I do that, it just sends me back to the Select Flash Player button yet again. I've been though  the cycle many times. No joy, no TV listings. Apologies. What web browser are you using? Have you tried another web browser?      Your cookies and cache may need to be cleared. How to do that depends on the web browser you are using.    I have asked a colleague to review your account and reach out to you so that we can get any underlying issues identified and resolved. Thanks for your patience. ... View more

Apologies.  As mentioned earlier,  we have made TCM aware of your observation and they are reviewing the situation with their content.   As soon as we get a response from TCM, I will gladly provide an update here.    Unfortunately, the content has not yet been replaced and the TCM movies will remain in the current state until they are replaced by TCM.       As an explanation, if the On Demand video files are not as TCM intended, then these video files for On Demand need to be re-encoded and resent to us. For On Demand, we pass along the video content in the same format as was delivered to us. That process may take some time and it's up to TCM if they want to do that and what the timetable may be.   Thanks for your continued patience. ... View more