Hello, I'm having a playback error using Xfinity Stream on a number of episodes and I think it's an encoder error from the provider since the same error is happening on two runs of shows from the same company. (I'm not sure what other shows might be affected by this but my two examples are from USA Network and SyFy, which is part of USA.)
The two shows I am experiencing troubles with are The Magicians and Suits. It is a sound error where the sound echoes on playback. It is happening on all episodes of the current seasons of both shows (I've tried several episodes of each and they all echo), and it is happening on both Firefox and Chrome browsers on two different Windows 10 computers (my work PC and my laptop at home, albeit both on my home wifi if that makes a difference.) I have not experienced this sound problem with any other channel's streams. (Side-note: I tried switching to SAP on both and they played normally... though in Spanish, of course.)
Nothing I have access to seems like it could fix the problem, so hopefully this is something Xfinity could look into? I'd be happy to provide further info as best as I can.
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@Rustyben My response may not have been an exact match for this case since it was the channel or confusion about the episode order that was the problem, not necessarily Comcast's episode log. Apologies for mixing up the conversation.
What I was saying was, yes, in the previous Forums service, it was MOSTLY customers helping customers as you say, but occasionally there would be posts elevated to Customer Service (or CS would scan the threads themselves, not sure which) that were about issues the company could fix. I'm not clear if that happens now? For instance, when an episode of a TV show is broken or the wrong episode, you could drop the message in the right Forum and it would be looked into.
Like this case -- https://forums.xfinity.com/t5/Channels-and-Programming/Star-Wars-Resistance-Season-1-Episode-11/m-p/3171649 -- the episode was just the wrong video file, and those who watched the show told Comcast on the Forums, but it unfortunately didn't get taken care of. I posted the same thing myself -- https://forums.xfinity.com/t5/On-Demand/EPISODE-ERROR-Star-Wars-Resistance-Episode-1-11/m-p/3180949 -- and neither got an official response and the episode was still playing wrong. Then last week, I went ahead and created a Support ticket and went through a Service chat call, and that solved the problem. It just took up somebody's time trying to get through the issue, whereas the Forum post would have been easier on them and the customers if it had gotten to the right people, which is what used to happen. (If it still does happen, though, great, I just maybe was one of the cases where it slipped through the gap and it took a little extra persistence.)
I for sure appreciate the MOD/Customer Expert team being able to do most of the help in the Forums here, but hopefully there's a means to ping the company for cases where only they can solve the problem?
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Some movies are presented this way and some are not...
When you're watching TCM, a good deal of the old black-and-white movies were made square'ish (4:3), which fits your old television set, but others started to explore Cinerama and other wide-screen formats, which means they were filmed widescreen.
So when you play a movie made for widescreen on a standard-def TV (same as when you play SD on a widescreen TV), there are some tricks to make the picture play differently but they all change the image. You can stretch the image, which looks terrible. You can crop the image and just show the center of the picture or "pan-and-scan" to move the focus around within the viewing area, which will fill up the screen but will omit a lot of what was photographed on the sides and will also make close-ups often way too close (since there's no longer any scenery on the left and right to balance out the close-up.) Or they can introduce letterbox to black out areas that have no picture once it's squeezed down to the size of your TV, which will show the whole filmed picture but will look smaller on your TV.
Everything's a compromise, and it will depend on the movie and the job that the broadcaster does on the footage whether you notice their choice or not. Sometimes you don't even notice the difference, but if you're sensitive to the black bars of letterboxing or the grainy, claustrophobic view of cropping, you'll see it more than most people.
(*Your TV is on the right; this is an example picture and not a working model)
As more and more TVs use widescreen (actually, every single TV sold today and for about the past decade is widescreen), broadcasters have switched over to favoring widescreen and letterboxing the SD version, rather than the other way around. Also, movie studios are re-recording the video masters of their movies, and so more movies are captured without the square image that they used to conform to.
TCM probably still does a good job with its SD because they still have an active community with older TVs, but sometimes they'll have to letterbox because of circumstances. You can ask for the network to be wary of its SD broadcast, but when say a classic western comes on, they will likely squeeze it down into a letterbox rather than chop it off on the sides and lose all those grand vistas in these classic movies.
Unless they can make TVs that somehow change their shape, letterboxing or cropping will always be an issue in showing material not made for that TV.
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It's frustrating; the Xfinity Forums used to be a good place to post requests for service, rather than calling Customer Service and going through a rep who has to call somebody else and on and on throughout the company -- instead, we'd post a problem we noticed and, "Oh, I'll send them this link and let them know." I don't see that happening with the current forums; there are mods here, but I'm not sure if Comcast is reading its own boards anymore?
I hope this picks back up as a service -- it's faster for both the customer and the company to have a functional forum.
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I had a problem previously with the movie "The Invasion" in the Cinemax movie library.
I don't have a Cinemax subscription right now* so I cannot verify that it is still wrong, but just a few weeks ago during the Free Preview I went to watch this movie and the wrong film played -- it instead ran something called just "Invasion" (which is also on the Xfinity Stream service: https://www.xfinity.com/stream/entity/6071473524660670112) It seems like the wrong video file was logged into the movie link and there are two copies of "Invasion" instead of one of each movie.
(*I was reporting a different error about a wrong video file today and remembered that something similar happened to me before, so I thought it would be good to point out before somebody else buys the movie and gets the wrong thing.)
Thank you much if this can be repaired.
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Hello, I'm having trouble with an episode of a show Star Wars Resistance on the Xfinity Stream service.
The 11th episode of Season 1 called "Station Theta Black" appears to have the wrong video content filed onto the episode link. The content link is instead playing an episode from a different Disney Channel show called "Coop and Cami Ask the World".
(I am watching on my browser, not on a mobile device, btw.)
Would really appreciate it if this episode could be re-uploaded, as I would love to finish catching up with all the episodes before the season starts back up again. Thank you much.
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