For what is worth I just found that a new February 2018 release of Firefox (Version 58.0.2) is able to handle XFinity Website Streaming on an older Mac OS version 10.9.5. Earlier releases of Firefox weren't successful and were producing the same error message as Safari.
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After awaiting for a response for about a month on this issue, and many contradictory responses until now (similar to the previous customer ... "So who is correct? Rose, Brandy, Brian and Tasha or Charles or Ron and April?"), I learned from Comcast this evening that they will not support any version of Safari earlier than Safari 10.
Note, however, as still published on their web site today, their Macintosh Computer Requirements are as follows:
Supported Operating Systems
OS X 10.7 or later
Supported Web Browsers
Firefox 24 or later
Google Chrome 31 or later
Safari 6 or later
The individual I spoke with seemed to be in a position to be able to reliably report this decision accurately, but wasn't able to respond to my complaint that an abrupt change in computer requirements seems like a violation of an explicit obligation. I also don't believe this kind of quick change is in line with best industry practices. Safari 10 was released for macOS Sierra 10.12 for OS X, in September 2016. This leaves a number of older Mac OS users out in the cold.
Updating an operating system isn't necessarily a simple matter for a customer relative to hardware purchases or software applications already installed on their computer. In my view a much more reasonable level of backwards compatibility is commonplace in software industry product releases.
I was told that Macintosh Computer Requirements on the Comcast web site would be updated soon. However, I made it clear that I don't think this is a responsible resolution and had indicated that as a consumer I would have expected more advanced notice of signficant changes and some phasing in period, rather than being blindsided.
Perhaps some company VP considered what the cost would be of correcting the premature rollout of their new streaming services and the potential cost of blowing off a certain part of their customer base, and finally came to a calculated business decision that the risk of losing a certain segment of their market was less than the cost of fixing whatever bugs were reported. Normally, in my experience, internal quality assurance teams test new software (comcast video streaming) for operating system backward compatibility and other potential issues before it is released if it displaces existing customers and leaves them with no older alternatives. I will be reviewing my options for filing a complaint, which I already made through the agent at Comcast, but also potentially elsewhere. I don't imagine if Comcast were in a more competitive environment with alternative providers having equal access to infrastructure that they would be as quick to make this kind of business decision.
For what it's worth, I would certainly advise Comcast of your dissatisfaction although I don't think it likely that they will reverse their decision on this.
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Down most of the afternoon/evening for this customer in Virginia. Other email services working fine. Ironically was prompted to fill out a customer servey form on-line after trying to get help on the problem, and after bothering to do it, checking off simple radio button responses, there was an error in the final submission.
"The survey could not be submitted"
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I received this note from Tier 3 technical support at Comcast:
" I just received an email stating the issue has been resolved. They are asking customers to update the Safari browser to the latest version, which is macOS 11.0.3."
The message, if it's to be interpreted in a way that seems to make sense, is that the user should update to Safari 11.0.3 (Not "MacOS 11.0.3"). However, the version of Safari has only been out for a week. Moreover, for those of us on older MacOS releases, as happens to be the case for me, the new version of Safari incompatible. There means that we would have to update to a later generation MacOS operating system to be compatible, and that in itself can be time consuming if not be incompatible with other Apps we are using or perhaps the hardware we may may be using. Yet, one of their tier 3 supervisors tonight, hearing all the above, claimed that my older OS was supported as per his documentation and what I've seen online, and so their own information seems hopelessly incorrect.
I was advised that there was no other recourse and that the engineering team will not be looking into this issue further. I was also told I would not be getting a pro-rated refund, even though this issue began on 1/18.
All my other video streaming services are fine. It seems Xfinity needs to go further to identify the root cause of the problem and not just ask everyone to jump through hoops to make their computers compatible. They need to identify a solution that works for more of their customer base otherwise it seems irresponsible.
I would encourage other users to contact Xfinity if your sitaution is similar the one I've described here. I've asked to be contacted by a higher level manager, but am not holding my breadth.
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Spoke with tier 3 technical support and apparently the Firefox workaround to problems with Safari on the ftde.0001 error is not applicable to all Mac OS / Firefox situations.
Was also advised that
- approximately 130 customers have complained about this ftde.0001 error.
- that the bug is that users are not being authenticated for video streaming even if logged in
- that on a scale of 1 to 10 engineering response, with 1 being low priority and 10 being high priority that this event is a 1 given the relatively low number of customers known to be impacted relative to other technical issues or outages.
- that posting corrective information on the web site about ineffectiveness of the automatically posted fix (i.e., to update flash, delete cache) would unnecessarily alarm more customers than it would help.
- that the user forums aren't monitored on a regular basis by Comcast technical support and that notices regarding corrections would not be posted on them.
Would therefore urge others who are experiencing this error to report it directly to escalated technical support at Comcast so that the company understands the magnitude of this error (9 days out and counting)
Seems to me that the lack of published information on this bug are compounding frustrations rather than serving the greater good, but Comcast didn't agree.
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Lower tier tech support unable to address problems with respect to Error ftde.0001. = no video streaming or ability to review channels on xfinity web site on mac os on multiple browsers (safari, firefox, chrome). Instructions do not work either:
"Please clear your browser's cache
Sorry, we're having some trouble. Please clear your browser's cache and then refresh this page. Learn how to clear your cache by clicking here.
Have had 2 "tickets" issued for higher tier support which have not be responded to going on 4 days.
See this error also reported on other non-xfinity web sites, but lower tier technical support appears ignorant of the problem and does't have access to web to read what I see, nor a direct line to higher level escalated technical support other than indirectly via writing a "ticket".
All other video streaming service providers checked on same computer seem OK.
Interminable holds on getting any response from lower level technical support after they have answered the phone. call backs do not occur.
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