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.
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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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