About ComcastCesar

ComcastCesar · ‎07-02-2020

Hi @jrheinrichs & @labnglidermom , @CCAndrew is right, we do not own the rights to the content. Comcast is a content distributor, not a content creator, which means, we do not dictate when content is available or not. Comcast 100% does not charge you based on your watch history, that is simply not true. We are contractually bound to abide by the availabilty windows defined by content providers when they deliver their content to us for distribution. This means, we cannot show it to you before the available date, and we cannot show it to you after it has expired, these dates are solely at the discretion of the content providers. For non premium networks, content is usually only available for free to subscribers for a limited period of time, before it is only available for purchase/rent. Finally, as it relates to your specific example, Handmaid's Tale, if you subscribe to Hulu, this is currently available to you at no cost via Xfinity, if this is not the case, please let me know and I can take a deeper look at your account. Do let me know if you feel you still have some unanswered questions, I will try my best to answer them for you. Regards,

ComcastCesar · ‎07-02-2020

You have to authenticate the device. Use the email you use to log into amazon normally, along with your password. Doing so will provide you with a code that you need to enter on a separate website. Once you follow those steps you will be redirected to the Amazon Prime experience within X1.

ComcastCesar · ‎07-02-2020

Hi @dewitt_marshall Sorry you have been experiencing some issues. Can you confirm that you can access Amazon Prime content through X1 just fine but the issue only happens when trying to access it through the app? If yes, can you provide an example program (movie/episode/etc) that gave you this error, also what platform you are accessing the app on?

ComcastCesar · ‎07-02-2020

Hi @Robbymcd1 It appears episode 1 expired on June 20th on our platform. I will ask our team to reach out to the provider about re pitching the asset. Ultimately, the content availability is up to them however (the provider/content owners), so there is a possibility that they decline, just so you know, but we will definitely ask for it.

ComcastCesar · ‎07-02-2020

I guess my answer was more generic than directed at you specifically. Looking into your current devices, it appears your current box is not 4K capable. See here for additional details: https://www.xfinity.com/support/articles/x1-hub-vs-companion-box (look at the feature comparison chart). Your current box is an XG1v3, you would need to upgrade to an XG1v4. I can also confirm your HDMI cable will work, I should have been more specific about that information, but we basically require the cable to be HDCP compliant. It appears the one you are currently using for that box is, so you should be good on that front.

ComcastCesar · ‎07-02-2020

Got it, in order to better triage this issue for you, could you provide some of the following details? Example program where you experienced this (Movie/Episode/etc) What section within the app were you in? Welcome screen, browse section, etc? Can you provide a short step-by-step of how you are trying to turn on CC Regards,

ComcastCesar · ‎07-02-2020

Hi @vlawde At a high level, you need a 4K capable X1 box (models Xi6 (wireless box) or XG1v4 (wired/main outlet)). If you do not have one currently, you can go to your nearest Xfinity Store and replace your older boxes for one of these (there's no additional charge, I highly suggest upgrading to the latest boxes even if you were not getting a 4K TV). Once you have ensured you have a capable box, you would need to ensure your HDMI cable is 4K capable (the box will detect this and will hide 4K content if your setup is not valid). If, however, your setup meets the minimum requirements, you should start seeing content badged with 4K (where available) on X1, and should be able to select 4K as your playback method. Notice the 4K UHD badge. From watch options, you will now be able to select 4K playback. You can turn on "Prefer Best Available Resolution" in your device settings so that it chooses 4K automatically if it's available. You can also say 4K into your voice remote for a gallery of all the available content! Lastly, I am afraid I cannot speak as to whether your X1-Pioneer receiver setup will work, since I am not versed enough in some of these intermediary devices and would hate to give you misleading information. Best of luck and enjoy your new TV! Regards, César

ComcastCesar · ‎07-02-2020

Ok, are you saying that your issue is on a native STB? The one with the blue guide?

ComcastCesar · ‎07-02-2020

Hi @purterbed , Could you state what issue you are having? Is it with Peacock content or general STB issues?

ComcastCesar · ‎07-02-2020

Ok, thank you for confirming! This is due to the fact that we have yet to integrate the continue watching feature between X1 and Peacock. If you launch from X1, there is currently no feedback loop to let the device know what you watched while on Peacock; this will be available in the near term future. In the interim, if you were to launch Peacock directly, and then select the episode/movie from the continue watching row, you should get an option to play from the beginning or where you left off.

ComcastCesar · ‎07-01-2020

Hi @flash333 Could you confirm whether you are lauching the Peacock content directly from X1 or are you launching the app and searching for the content within it?

ComcastCesar · ‎07-01-2020

Hi, Those boxes are editorially populated. As a customer, there is no way to change/disable them. Content will change based on current events/things our editorial team wants to prioritize and bring to the front for our customers.

ComcastCesar · ‎07-01-2020

It is still there, just not very intuitive to find, sadly. I will bring this up with our product folks for consideration. For now, once watching an episode, press the info button on your remote, and then select watch options, each option should display the free until as you cycle through them.

ComcastCesar · ‎07-01-2020

Thanks for bringing this up to our attention! We will work with our metadata provider to ensure the sequencing is correct. @anataxi as @kgordon258 mentioned, even though the episode sequencing is not proper at the moment, the episodes are indeed sequential from 1-4 as they appear on screen. We will remediate the sequencing shortly. We apologize for this inconvenience.

ComcastCesar · ‎07-01-2020

Hi @tv-junky Yellowstone S3Ep2 (Freight Trains and Monsters) should be available in both SD and HD. See below: HD is also available from the watchOptions picker: Feel free to reply here if you still do not have access to it!

ComcastCesar · ‎07-01-2020

Hi @chuck2009 Could you elaborate a bit further as to the meaning of does not work? Is it missing? Is it lagging? Does it cut? Only on some programs vs all? etc

ComcastCesar · ‎07-01-2020

Moving forward, all your new scheduled recordings will be available both local and on stream. Sadly, however, in order to solve your specific issue, previous cloud recordings had to be purged.

ComcastCesar · ‎07-01-2020

I am unsure what was done previously, but this time we were able to find the source of the issue. nDVR is the networkDVR your account belongs to, think of it as a cluster of recordings from many accounts. Yours was previously assigned to the nDVR in Colorado, hence why you were getting all those random recordings. Now, you should be a member of the appropriate cluster, and since the device that kept resurfacing and reverting your membership to Colorado has been removed from your account, we are hopeful this will not be an issue for you moving forward.

ComcastCesar · ‎07-01-2020

Hi @Tek , I managed to get my escalation resolved on your behalf. It appears that your nDVR account was indeed linked to another account (one specific device) in the Colorado region, the device has been removed and your account has been updated to reflect its actual location. Somebody will reach out to you, likely via phone, to validate and confirm resolution, so be on the lookout!

ComcastCesar · ‎06-25-2020

Ok, I will file a separate ticket on your behalf just in case.

ComcastCesar · ‎06-25-2020

Hi @Tek So sorry this is happening again, it is a very inconvenient situation. Can you confirm whether this is happening both on your X1 box and on stream?

ComcastCesar · ‎06-17-2020

Hi @AudioDropper can you DM the specifics to your issue? This one seems a bit different than the latest one I created a ticket for

ComcastCesar · ‎06-12-2020

Nothing popped out to me, but I have created a ticket for the responsible team to resolve/diagnose. I will be sure to reach out to you in case there is more info needed.

ComcastCesar · ‎06-10-2020

Ok, I will follow up internally to have this matter looked into.

ComcastCesar · ‎06-10-2020

Hi, @mrszuhwiggins have you had any luck with this yet? If not, let me know and I can try to get it into the right hands. The fact that is only happening on the app makes it a bit different than Tek's

ComcastCesar · ‎05-09-2020

Hi, John Wick 1 and 2 are no longer available for free. Do you still see them showing on free menus? We have been very proactive at reacting when the content goes out of window and removing them from the free menus. It is still not instant but it should happen quicker than before. On that note, be on the lookout as Xfinity Watchathon starts tomorrow for about a week! This means a lot of content from a wide range of networks is going to be ungated (free on demand) for all customers.

ComcastCesar · ‎05-09-2020

I did not forget about this. As of yesterday, it should have been fixed nonetheless. Let me know if otherwise.

ComcastCesar · ‎05-06-2020

Hi! I'll have someone take a look at this. Thanks for bringing it up.

ComcastCesar · ‎04-29-2020

Hi everyone, After identifying what we believe is the culprit to this issue, I went ahead an applied an interim fix to this problem. The long-term fix is already being planned and should be rolled out fully in the not so distant future. What that means for you? All of the shows that were made available as part of a freeview over the past couple of weeks, but are no longer available based on your subscription level should be purged from your free-to-me menus. This will result in a more accurate representation of the content that you are fully entitled to. How can we be sure? This is where I ask you to do something for me! Starting now, can some of you who have reported this issue go on the free-to-me menus and verify that you are no longer seeing content that should not be there on the basis of well, not being free 😀 Once again, I apologize for the incovenience, and appreciate you all for bringing this up in the forums!

ComcastCesar · ‎04-28-2020

Hi, I would not expect a fix tonight since it is after hours for the team but I will be sure to follow up tomorrow morning to get "We're Here" taken care of as well.

ComcastCesar · ‎04-28-2020

Hi, I have provided an explanation on a separate thread (https://forums.xfinity.com/t5/On-Demand/Free-On-Demand-Movies-Not-Free/m-p/3330742#M50591). But the short of it is, that we discovered an issue that causes the free to me menus to remain out of sync for at least 2 weeks after content that was made available for free to our customers is no longer available based on their subscription level. We have been making a lot of content free to customers that otherwise would not have free access to it over the last couple weeks, and as the limited free availability expired, we failed to react in real time to it hence why all of a sudden there's a lot of content coming back there that is no longer free. We are actively working on solving this, me personally, so hopefully we can purge the no-longer-free content from the free to me menus as soon as possible. We sincerely apologize for any inconvenience this may have caused.

ComcastCesar · ‎04-28-2020

Thank you for confirming! I did notice that the resolver did not create the SD folder, so I asked them to create it. Similarly for "We're Here"

ComcastCesar · ‎04-28-2020

Can one of you confirm now whether the content is visible on the following category path? /TV Shows/By Network/HBO/Run HD/Season 1

ComcastCesar · ‎04-28-2020

I am afraid the pictures are not displaying as expected (for me at least). In the meantime, I have reached out internally to have this content (Run) show in the intended native folders.

ComcastCesar · ‎04-28-2020

Hi all, We have identified the issue that is causing content that is no longer free to linger in the free menus. This issue was exacerbated by the fact that we have been running many freeviews during the past couple weeks, which has made a lot of content available to customers that will normally not have access to them based on their subscription level on a limited time basis. At this time, there is no timetable for when this will be resolved at a large scale, since changes to our code base are required. Ultimately, I want you to know we are working tiredlessly behind the scenes to get this solved as soon as possible. Once again, I apologize for any confusion this may have caused during these trying times.

ComcastCesar · ‎04-27-2020

Hi, I understand that you have a native STB, I apologize for assuming you were trying to find it on an X1 device. The content should be visible in any of the following category paths on a native device: HD On Demand/Premium Channels/HBO HD/HBO Series/Run/Season 1 Premium Channels/HBO/HBO HD/HBO Series/Run/Season 1 HD On Demand/TV Shows/By Network/HBO/Run/Season 1 HD On Demand/TV Shows/Shows Q-S/Run/Season 1 TV Shows/Shows Q-S HD/Run/Season 1 TV Shows/By Network/HBO/Run HD/Season 1 HD On Demand/Premium Channels/HBO HD/Featured on HBO/Run Premium Channels/HBO/HBO HD/Featured on HBO/Run For comparison, this is what the content looks like right now on X1: Episode 1-3 are available for playback.

ComcastCesar · ‎04-27-2020

Hi, You can say "Run" into your voice remote, or simply press "786" on the remote; this will bring up the T9 search results where Run should be among the top of list, click on it and this will take you to the show's entity page where you should be able to play episode 1 through 3.

ComcastCesar · ‎04-27-2020

Hi Mary, We do not own the timelines for when content is made available on demand by content providers. But with that being said, I can confirm that if you subscribe to HBO via Xfinity, you should be able to watch episodes 1-3 on demand now. Enjoy!

ComcastCesar · ‎04-27-2020

Hi Ashley, If you reach out to 1-800-XFINITY, one of our care agents should be able to process a refund for you.

ComcastCesar · ‎04-27-2020

Hi Georgia, I can confirm that the movie "Arctic" is not available for free (only available to purchase/rent). I apologize for the inconveniene this may have caused you. Rest assured that we work diligently at creating the best possible platform for your personalized experience and I will be sure to get this to the engineering teams so that they can take a look at this problem.

ComcastCesar · ‎04-27-2020

Hi Donald, This movie was made available for free as part of a Showtime Freeview between April 3rd and the 19th. We apologize for the movie still showing as "free" even though the offering period has ended. I will reach out to engineering to ensure we are refreshing these menus in a timely manner.

ComcastCesar · ‎04-24-2020

The response from Bruce is excellent. I can confirm that the movie was bought from one of your devices, perhaps by someone within your household unbeknowst to you. Highly suggest setting a purchase control/parental control pin to avoid someone mistankenly purchasing content in the future. With regards to getting refunded. This is quite simple; as suggested, call 1 - 800 -XFINITY and one of our care agents will be more than glad to refund your purchase price.

ComcastCesar · ‎04-24-2020

Hi, We do not own the rights to the content, so it is up to the contentProviders to determine what is made avaible for free or at a cost after the show has aired. As a quick alternative for staying "caught up" if you miss the live airing, I suggest setting a series recording for new and repeat, in case they re-run the older episodes on their linear station.

ComcastCesar · ‎04-24-2020

Hi, We run promotions from time to time, and they expire/are taken down without notice. For the most part, all movies available in your Free Premium section should be free-to-you. Do you have an example of a movie that was not freely accessible?

ComcastCesar · ‎04-24-2020

They should be free to you (without ads) - do you have an example of a movie that was shown there and was not freely accessible?