@catherinekelter wrote:   In many areas, there are 6 channels that are not in any of the bundle packages. They are specific to Digital Starter only and one cannot get them in any of the "above" packages either (Digital Preferred, etc).   They are ID (investigation Discovery), Oxygen, TruTV, UP, WE, and WGN. These channels are only available only with the Digital Starter package. This is incredibly disappointing to hear Ted, but with this being the case then could you at least tell someone to update your website?  I've included screencaps that I've taken today of the Xfinity website's channel line up feature that says TruTV, Oxygen, and WEtv are included in preferred and above packages in my area.  I've recently upgraded my package and lost all of those channels, so the website really should be accurate about what channels others will actually get.   Also, if these channels become available to "above" packages in the future, will my cable box automatically allow me to access them, or will I have to manually do something to get them back? Apologies for the confusion and thanks for bringing this to our attention. I have alerted our web team about this issue so that it can be reviewed and updated accordingly.  ... View more

@ForrestS wrote: I did not understand the last user’s comment about “live files”, don’t know what that means. No matter. Is there a specific PBS phone contact that Comcast can supply us as an effective means for putting some additional urgency into fixes here? I noticed this afternoon that last night’s two new PBS shows (Outback, Wonders of Mexico) are not posted. More problems in PBS formatting, we can only presume, yes? (Other shows last night from other networks appear in On Demand, so non-PBS things are getting processed by Comcast.) Most recent update:    PBS worked out the issues and have redelivered all of their content that was initially reported. It is now in our queue to process and the team has requested that the content get moved through quickly. Once that is done, the programs will be available On Demand - the expectation is that the earlier identified programs will be available on Friday.   The team is now investigating the newly reported missing content.   Thanks for your patience.  ... View more

@ForrestS wrote: I did not understand the last user’s comment about “live files”, don’t know what that means. No matter. Is there a specific PBS phone contact that Comcast can supply us as an effective means for putting some additional urgency into fixes here? I noticed this afternoon that last night’s two new PBS shows (Outback, Wonders of Mexico) are not posted. More problems in PBS formatting, we can only presume, yes? (Other shows last night from other networks appear in On Demand, so non-PBS things are getting processed by Comcast.) Apologies.  Different networks and program providers use different methods (and some use third party providers) to deliver their On Demand content to us. There is an issue with PBS On Demand content delivered to us from their provider.    PBS is very aware of the issue. They (and their provider) need to make the necessary and required corrections to their On Demand files.    Apologies, just wanted to offer some perspective and additional explanation. This is certainly our problem to solve with PBS and the right teams are working to resolve.    The ask from Comcast is out there to PBS to consider extending the end date for the content that has not yet been available. It is up to PBS to grant that extension.    Apologies again.       ... View more

All - apologies again for this issue.    These missing titles from PBS are still being actively worked on as there are some technical issues happening that are still being worked through. We continue to express the urgency of getting these programs restored and available - we will update once we have additional information.  Thanks for your continued patience.  ... View more

@Jbkb1000 wrote: I received an email today stating that Xfinity may be dropping the Big Ten Network and FS. This is unthinkable. We will have to look for a different provider if this happens.  Comcast’s agreements with content providers, like the Big Ten Network, expire from time to time. We are communicating with the Big Ten Network about continuing to carry it after August 31 and look forward to productive negotiations. ... View more

@flight8 wrote: I certainly hope everyone gets to see BTN in their areas no matter which college they owe allegience to.  Keeping our fingers crossed for a great outcome. Comcast’s agreements with content providers, like the Big Ten Network, expire from time to time. We are communicating with the Big Ten Network about continuing to carry it after August 31 and look forward to productive negotiations. ... View more

Endeavor 504 is now available. Thanks for your patience.  ... View more

@SortaSour wrote: Endeavour Episode 4 (504) has two days left, today and tomorrow, of the 2 weeks free viewing after air date (7/15).  Comcast does have that episode, however, it is only available to BUY.  Please add it to the free viewing menus.  This was done with Episode 5 (505), which was also only available to BUY on Monday of this week.  So we know it is within Comcast's ability to correct. Understood, our On Demand team is looking into that. As an explanation for your assumption  and to add some background -  often, it may not be something that our team "fixes"; it may need to be corrected directly from and by the source provider (the content owner, in this case PBS) with updated metadata that addresses any error, correction or omission. As you might imagine, there can be legal obligations and contractual commitments that talk to exactly what our team is permitted to do with a provider's video content - including what fields are permissible to be changed or modified.    That being said, our team is aware and continues to work directly with PBS on this on the best path. Thanks for your continued patience.    ... View more

@George52 wrote: Comcast Ted, is Comcast negotiating an out of market contract with the Big 10? Yes or no? Yes or no? A lot of us live out of market and we want a simple answer! I am not privy to those direct conversations, but my reasonable assumption is that all things like that would be part of any discussion and negotiation.  It takes two parties to negotiate and come to an equitable agreement.  As with any network contract, we want to come to an agreement that offers the best terms for our customers and our company that keeps both our costs and our customer's monthly costs to a minimum.   Comcast’s agreements with content providers, like the Big Ten Network, expire from time to time. We are communicating with the Big Ten Network about continuing to carry it after August 31 and look forward to productive negotiations. ... View more

@opurt wrote: @ComcastTeds wrote: Comcast’s agreements with content providers, like the Big Ten Network, expire from time to time. We are communicating with the Big Ten Network about continuing to carry it after August 31 and look forward to productive negotiations.   This topic has been open since April and this is the first response from Comcast where the (highly probable) dropping of the Big Ten Network in ALL markets is mentioned.   It is also interesting that Comcast is using the term "continuing to carry" rather than "restore coverage in all areas".   Below is the current  "Accepted Solution" from April 12.   Is Comcast committing to honor the "The Big Ten Network in-market feed, available to customers in Big Ten states in  the regular channel line-up, will continue to be available."  portion?     This total lack of transparency coupled with Comcast's extremely poor and dishonest treatment of their loyal customers will continue to drive subscribers to other providers.     @ComcastTeds wrote: All - thanks for your feedback and passion. It has been noted and shared.    As of this month, Big 10 Network (BTN) is being removed from the Sports & Entertainment package for areas that are out-of-market, meaning this will not impact customers who live in an area with a school in the Big 10 conference.  The areas that will continue to receive BTN are Illinois, Indiana, Maryland, Michigan, Minnesota, New Jersey, Ohio, Pennsylvania, Wisconsin, District of Columbia, Delaware, Virginia, North Carolina and West Virginia. The Big Ten Network in-market feed, available to customers in Big Ten states in  the regular channel line-up, will continue to be available. Will get that earlier post updated with the newer information.    Comcast’s agreements with content providers, like the Big Ten Network, expire from time to time. We are communicating with the Big Ten Network about continuing to carry it after August 31 and look forward to productive negotiations. ... View more

@ForrestS wrote: Nothing is clear in this PBS mess, we customers have zero idea on what Comcast reads in these forums. So I’ll repeat what someone else said: Some PBS shows only stay free on-demand for 2 weeks. Maybe only 13 days based on recent activity. Endeavour S5E4 and Tunnel S3E3 May well be eligible for deletion by Saturday 28 July. Today is the 25th!! POV ep 6 “Lindy Lou Juror Number 2” might be also subject to quick deletion. Comcast needs to treat this as an emergency action, <Edited for violating forum guidelines> . And there are probably several more PBS shows missing from last week’s miscues, the ones that aired last Wednesday. Apologies for the delay. Our On Demand team is aware of the issues and has been working with PBS on a solution.   In regards to the missing PBS episodes,  we identified an issue of PBS sending this content to us incorrectly, which was causing them to fail to get to our video platform. The shows mentioned above are being worked on by our On Demand team and we are working to get these available as soon as possible. Thanks for your continued patience.   Adding some additional information here regarding how long PBS On Demand programs are expected to be available:    Masterpiece shows and Dramas (i.e, Endeavor, Tunnel) only have a two-week window per the contract we have with PBS, so, unfortunately, the 14-day window is working as designed. Anything that isn't a drama (i.e, Great British Baking Show) has a 28 day window. Also, we are still looking into the episode of POV that was reported, as we should have that one available. ... View more

@SortaSour wrote: Thank you ComcastTeds for finally responding to this issue.  Unfortunately, I just checked On Demand for PBS Endeavour Episode 4 (504), and it is only available to RENT or BUY.  This program aired a week ago yesterday (on 7/15) and 'should' be available for FREE until it expires this coming weekend.  While you're investigating this, please load the latest program, Endeavour Episode 5 which aired last night, 7/22. Apologies for the delay. Our On Demand team is aware of the issues and has been working with PBS on a solution.    In regards to the missing episodes (Endeavor, Great British Baking Show), we identified an issue of PBS sending this content to us incorrectly, which was causing them to fail to get to our video platform. Both of these shows are being worked on by our On Demand team and we are working to get these available as soon as possible. Thanks for your continued patience.    ... View more

Comcast’s agreements with content providers, like the Big Ten Network, expire from time to time. We are communicating with the Big Ten Network about continuing to carry it after August 31 and look forward to productive negotiations. ... View more

@SortaSour wrote: Endeavour Season 5, Episode 5, is now available On Demand in both SD and HD for FREE (as it should be).  Unfortunately, Episode 4 is still only available to BUY, when it should be FREE for two weeks after airing which was 7/15.  Comcast, reassign Episode 4 to the FREE section.     I have contacted the national offices of Comcast and PBS about this issue.  Both place blame on the other party.  <Edited for violating forum guidelines> Endeavor 505 is now available (at no additional charge). Episode 504 is still being investigated by our On Demand team. Thanks for your patience. ... View more

@Rosedale1 wrote: There has been an ongoing issue in adding PBS Programs to On Demand. I and others have requested feedback from Comcast as to why this is happening. Comcast hasn't responded. Why? Apologies for the issue and the experience that you described above. I am now seeing Season 5, episode 4 of Endeavor as available On Demand, the episode name is Colours. I am only seeing Season 1 of The Tunnel as available now On Demand. I do see additional seasons of The Tunnel available On Demand on the PBS website: https://www.pbs.org/show/tunnel/ Answering your question directly, basically most of the time it comes down to licensing agreements and contracts. Occasionally, there can be delivery issues from a vendor or programmer, but those are comparatively rare and from my experience, they are tracked pretty well. The content providers (owners) are the ones that determine which movies, shows and specific episodes of a show are available, as well as pricing guidelines and how long the program or series can be made available On Demand on our platform. We just follow what has been specified as per the current negotiated contract. As per our current agreement with program providers (the owners of the content), previous episodes of some programs (non-current seasons) are currently offered On Demand on a per episode or a per season cost. The same applies to movies. Comcast also offers many movies and programs On Demand at no additional charge. This situation is not unique to Comcast and pricing for this program and other selections (to rent or to buy) are comparable across other platforms and competitors. I am looking into more specifics about the programs that you mentioned above. I can confirm that S5, Ep 6 of PBS series The Great British Baking Show is missing from On Demand.  I have alerted our On Demand team so that they can investigate further.   Thanks for your patience.    ... View more

@tedkoms wrote: Thanks for the article from the Philadelphia Inquirer. Now, would you like to pay for my subscription so I can read the article? Here is the article from April    by Bob Fernandez, Staff Writer @bobfernandez1 | bob.fernandez@phillynews.com Comcast Corp. is sacking the Big Ten Network in many parts of the nation. Comcast viewers who live in states with colleges that are part of the Big Ten Conference — which include Pennsylvania, New Jersey and Maryland — can still watch the college-sports network on their Xfinity TV package. But millions of Comcast subscribers in New England, the West Coast and Southern states will be out of luck as the pay-TV industry deals with huge costs for live sports in an era of low-cost streaming services. ESPN has been shedding millions of subscribers as people seek out “skinny bundles” without the 24-hour sports channel and the Pac-12 Networks that airs colleges games in the Pac-12 Conference in the Western United States has been struggling financially. Experts expect that more leagues may see their distribution reduced as pay-TV firms seek to rein in costs to thwart cord-cutters.   People are also likely to choose entertainment options for cable or streaming without sports. “The next five years will be a little more difficult for sports rights than the last five years,” said Neil Pilson, the former head of CBS Sports and now a consultant for sporting events and media companies. Pilson said he was surprised by Comcast’s decision because Big Ten football games – which would include the Penn State Nittany Lions and the Michigan State Spartans – could draw big audiences in New York and around the country. Comcast says the costs were high and viewership low in parts of the nation without Big Ten colleges, leading to its decision to narrow the Chicago-based Big Ten Network, which waged a public battle about a decade ago to be carried by the Comcast cable systems. The network will now be limited to core Big Ten television markets, where it’s broadly available.   Comcast spokeswoman Jennifer Moyer said in a statement that “we regularly evaluate our channel lineups and sometimes make changes to ensure we’re offering customers a wide variety of content at the best value. We look at a number of factors when making these decisions, including the costs programmers charge us to carry their channels, viewership information and available alternatives.”   But many sports fans were upset, taking to social media after initial misinformation from Comcast that it would drop the network everywhere. 📝 Chris Forman @ChrisForman12 Make your voices heard...@comcastcares @xfinity is possibly dropping the Big Ten Network. This could cost them thousands and thousands of subscribers. Let them know. 4:04 PM - Apr 12, 2018 85 68 people are talking about this Twitter Ads info and privacy Brendan F. Quinn ✔ @BFQuinn After listening to a commercial for Comcast's "product enhancements," I spoke to a representative and, yes, the cable company is dropping The Big Ten Network. Asked why I wasn't alerted of the change. Was told it was listed under "Announcements" on the final page of a bill. 4:16 PM - Apr 12, 2018 161 58 people are talking about this Twitter Ads info and privacy A Big Ten Network spokesman said on Monday that “outpouring of concern and outrage from fans nationwide speaks for itself – BTN is a valuable part of Comcast’s sports lineup, and we share their frustration at Comcast’s decision to deprive them of hundreds of exclusive games and programming featuring some of the most iconic universities in the country.”   Comcast’s decision also seems likely to put the brakes on the Big Ten Network’s national subscriber growth.   According to research firm Kagan, part of S&P Global Market Intelligence, the Big Ten Network had 57.2 million subscribers in 2017. Three years earlier, the network had 54.3 million. The per-subscriber cost, or what it cost per customer for a cable distributor such as Comcast to distribute the network, was 48 cents a month in 2017.   Despite its name, the Big Ten Conference has expanded beyond just 10 universities and colleges as it sought to build a television network. There are now 14 schools in the conference and the Big Ten Network will be carried on Comcast in Pennsylvania, New Jersey and Maryland, along with Illinois, Indiana, Michigan, Minnesota, Ohio, Wisconsin, Delaware, northern Virginia, and Washington, D.C.     Published: April 17, 2018 — 1:32 PM EDT ... View more

@Conrail5065 wrote: @ComcastTeds wrote: opurt - Apologies for the issue and the experience that you described above. Sorry to see you leave Comcast. We went ahead and credited the balance due in full. Nothing additional needs to be paid for services. Thanks for your patience and thanks for being a customer for over 9 years. You are welcome back anytime.    Why would he want to return? You don't offer want anyone on this topic wants........... Also you keep anouncing that customers who have BTN in their package will be able to access BTN2go, but I had BTN in my package you removed it not us, so does that mean that Comcast will be paying for our subscriptions? To further clarify, to access BTN full coverage online, you would need to have BTN in your current level of service. The current contract terms with this network only allow online access to BTN for customers who have that channel in their level of service. That is how most all cable networks operate and this situation is standard across all video providers. Details here: https://www.btn2go.com/page/btntv   BTN does offer a lot of highlights, interviews and profiles on their website, with no sign in or subscription required:    http://btn.com/   Details and pricing for an online subscription to BTN Plus (direct from BTN) can be found at the links below :  https://www.btn2go.com/page/btnplus https://www.btn2go.com/packages?type=0 Please note that   BTN Plus does not include Big Ten football games.    Fans can still access more than 70 Big Ten basketball live games on ESPN networks, FOX Sports, FS1 and CBS Sports. Big Ten Plus (see above) will also carry numerous live games throughout the season.   The Big Ten Network YouTube channel offers game previews, highlights, analysis, press conferences and original shows. X1 customers can also access the Big Ten Network YouTube channel via the following actions: Using your X1 voice remote, say “YouTube” to launch the app’s search engine. Once inside the YouTube app, use the arrow keys on your remote to enter the search box and type in the words “Big Ten Network” or “BTN” and then hit “OK.” If you don’t have a Voice remote, tap the “XFINITY” button on your X1 remote, navigate to the “Apps” menu and click on the “YouTube” icon. Once inside the YouTube app, use the arrow keys on your remote to enter the search box and type in the “Big Ten Network” or “BTN” and then hit “OK.”   My understanding is that BTN does not currently offer their channel as an a-la-carte offering to any video provider. That is, it not currently permissible to offer this network like an HBO or other premium channel at a stand-alone per-month charge, as much as our customers might desire that option.   Our programming teams and local management teams constantly evaluate programming choices and make decisions based on customer interests, costs, channel bandwidth management and contractual obligations. Of course, situations may change based on customer demand, channel bandwidth opportunities, business opportunities, costs and contractual obligations   Thanks for your comments and your passion. They have been noted and shared with the right teams here at Comcast.  ... View more

opurt - Apologies for the issue and the experience that you described above. Sorry to see you leave Comcast. We went ahead and credited the balance due in full. Nothing additional needs to be paid for services. Thanks for your patience and thanks for being a customer for over 9 years. You are welcome back anytime.    ... View more

@Gizmo1975 wrote: In my area I have called to switch my package and Comcast doesn't have Tru Tv and ID available anymore. I live south of Pittsburgh and for this reason I switched to Dish because I got tired of all the channels saying you need a subscription for them. Today I switched to both channels and it said i needed a subscription for it and then I called Customer Service and they said that Trutv and ID is no longer with comcast. Apologies for the issue and the experience that you described above.   In many areas, there are 6 channels that are not in any of the bundle packages. They are specific to Digital Starter only and one cannot get them in any of the "above" packages either (Digital Preferred, etc).   They are ID (investigation Discovery), Oxygen, TruTV, UP, WE, and WGN. These channels are only available only with the Digital Starter package.   We understand that this is disappointing for some customers but in order to offer our customers a wide variety of content at the best value possible, we sometimes need to make difficult choices. We work hard to create packages with the broadest possible appeal while maintaining value, and these changes are part of an ongoing effort to review the programming we offer based on a host of factors. Though we don’t share specific details publicly, this includes programming costs, alternative viewing options, overall viewing habits (i.e., lighter-viewed programming), and more. Customers can turn to similar programming on other networks but would need to subscribe to Digital Starter to receive impacted channels identified above. ... View more

@Cfamily2 wrote: Same here! In fact we ONLY put Xfinity cable back on to get truTV. They told us it was included in the new package and assured us although they ‘couldn’t show us the lineup until we bought it.’ After we got the new package we were told ‘I’m sorry actually TruTV is not in there.’ It’s funny how Comcast/xfinity engages in such deceptive practices and then wonders why any expansion (mobile) flops. We are switching over to directTV Apologies for the issue and the experience that you described above.   In many areas, there are 6 channels that are not in any of the bundle packages. They are specific to Digital Starter only and one cannot get them in any of the "above" packages either (Digital Preferred, etc).   They are ID (investigation Discovery), Oxygen, TruTV, UP, WE, and WGN. These channels are only available only with the Digital Starter package.   We understand that this is disappointing for some customers but in order to offer our customers a wide variety of content at the best value possible, we sometimes need to make difficult choices. We work hard to create packages with the broadest possible appeal while maintaining value, and these changes are part of an ongoing effort to review the programming we offer based on a host of factors. Though we don’t share specific details publicly, this includes programming costs, alternative viewing options, overall viewing habits (i.e., lighter-viewed programming), and more. Customers can turn to similar programming on other networks but would need to subscribe to Digital Starter to receive impacted channels identified above. ... View more

@juneau730 wrote: 1st your link doesn't work, so it would be impossible to follow your guidance. 2nd, as I stated, I've contacted your company multiple times, at least a dozen over the last couple years. Each time, only to be told sorry but to bad. Apologies, corrected link here and in original post: https://www.xfinity.com/support/articles/channel-availability-faqs   Thanks for your interest.  ... View more

@LaxMan wrote: The link doesn't work to where you show your interest in FS2. Apologies, I corrected that link. https://www.xfinity.com/support/articles/channel-availability-faqs ... View more

@DanK2 wrote: Alacart makes too much sense but would cost them money. And we all must remember <Edited for violating forum guidelines: "Inflammatory"> Apologies. As with most all traditional North American multichannel video providers (including our competitors), current contracts with these national networks (and their parent companies) do not typically permit their networks to be made available as an a-la-carte per channel offering. This situation is not unique to Comcast.    Generally, cable networks want to be added to a very widely distributed level of service for the potential of the most eyeballs (ratings), advertising revenue and per-subscriber fees to the network. That means that the costs are then spread across all of our customers who receive that channel, not just to those who want to pay individually for that specific service.   The Comcast employees who participate in these forums certainly pass along any collective feedback, interests and concerns to our programming teams. Thanks for sharing your feedback.    ... View more

@DanK2 wrote: You should have stayed with FIOS. Every year comcast raises prices and you get nothing for it. This year they went as far as to raise rates AND take channels away from us WITHOUT any notification. If you would have had it at the beginning of the year you would now notice you are missing The Food Network, TruTV and The Weather Channel.  For me this is the last insult. I will be getting DISH installed on Friday and then it will be <Edited for violating forum guidelines: "Inflammatory"> Apologies for any confusion that we may have caused.   To address the notification issue that you raised above, the below was included on your cable statement dated March 14, 2018    Xfinity TV Changes Effective May 9, 2018: The Weather Channel will only be available on Expanded Basic, Family Tier, and new Sports & News tier; Cartoon Network will only be available on Digital Preferred and new Kids & Family tier; Disney Channel will only be available on Expanded Basic, Family Tier and Kids & Family tier; TruTV will only be available on Expanded Basic; Food Network will only be available on Expanded Basic, Family Tier, and new Entertainment tier. ... View more

@brucefon12 wrote: "....from area to area." I was told by a Senior Customer Relations person (your boss?) She told me this when I brought up the impending changes in May:   1) I saw this on the online bill, which I recently paid:   "Important Account Information, cont. Xfinity TV Changes Effective May 10, 2018: The Weather Channel will only be available on Limited Basic and new Sports & News tier; Cartoon Network will only be available on Digital Preferred and new Kids & Family tier; Disney Channel will only be available on Expanded Basic, Family Tier and Kids & Family tier; TruTV will only be available on Expanded Basic; Food Network will only be available on Expanded Basic, Family Tier and new Entertainment tier."   We regularly evaluate our channel lineups and sometimes make changes to ensure we're offering customers a wide variety of content at the best value.  Additionally, because our business agreement with the a station's owner to carry an out-of-market broadcast station in your area ends, we can no longer provide it as part of our channel lineup.   So now Cable Channels are Out-of-Market Broadcast Stations?   Apologies for any confusion we may have caused. You heard from one of our local team members. Apologies that she may have  inadvertently included language around out of market broadcasters which doesn't apply in the case of truTV.       ... View more

@barbie123 wrote: Almost, you skipped the grandfathering part. I have TruTV, and I do not have expanded basic. Why? ( I am not complaining). Channel lineups, packaging and pricing can vary from area to area.  ... View more

@barbie123 wrote: Comcastteds, you are just adding to the confusion. Are you saying that TruTV should be included in all packages  from Digital starter and up? Or Digital Starter only. Is there any grandfathering going on?? Please provide a clear answer. Clearer answers provided. Thanks!  ... View more

@brucefon12 wrote: So it looks like if I upgrade or downgrade I'll never get TruTV. it's gone unless I had service for some length of time. That, the grandfathering, is the next question. How long did you need an account to be blessed with not losing a channel? Not true -  In your area, truTV is only currently available with Digital Starter (also known as Expanded Basic). Your current level of service is listed as Digital Economy.  truTV is now not available with the video package (level of service) that you currently have.    Below was included on your cable invoice dated 3/14/18 (bold added by me): Important Account Information: Xfinity TV Changes Effective May 10, 2018: The Weather Channel will only be available on Limited Basic and new Sports & News tier; Cartoon Network will only be available on Digital Preferred and new Kids & Family tier; Disney Channel will only be available on Expanded Basic, Family Tier and Kids & Family tier; TruTV will only be available on Expanded Basic; Food Network will only be available on Expanded Basic, Family Tier and new Entertainment tier. The following channels will be added to Digital Economy: BBC World News, Bloomberg, Hallmark Movies & Mysteries and Smithsonian. Big Ten Network, NBC Sports Bay OOM, NBC Sports Chicago OOM, Outside TV and Sports Net-NY OOM will no longer be available. Apologies again for the confusion and thanks for your patience.   ... View more