Xfinity Streaming TV

[cameo]

This streaming works pretty well both on PC and smart phones as long as
I use it on my home WiFi. Some cable channels, such as FS1 stream even
away from home, but most don't, especially the local TV channels.
Apparently because those channels don't allow it. This is strange,
because one would think those channels should welcome the extra reach
they would get this way. What do you think the real reason for this is?

[cameo]

Well, this is suddenly not working that well again. It displays the
error message that I have to be on my home WiFi. This only happens when
I try to stream a local channel that I can also receive free on air. The
funny thing is that I AM on my hone WiFi and I can stream most of the
national cable channels that are in my package. My Internet connection
also works fine.
I did call Comcast customer service and explained the situation but
except understanding sympathy -- even after explaining them that I have
been using my own Motorola SB6121, and not the one that shows up in my
account display as my Internet modem -- they could not fix the problem.
I even told them that last year I had similar problem and the cause of
it was that their servers had the wrong MAC ID for my modem. At that
time they updated the MAC ID and the problem was fixed. Till recently,
that is. I suspect that Comcast restored their database from an older
backup which also wiped out their more recent customer MAC ID updates.
Has any of you had this kind of problem before?

[Shifty]

Yes and I gave up in frustration.  I'll try it again in a year or so when they get the bugs out of it.

For now, CBS All Access and Amazon Instant Video on a Fire TV box has been working flawlessly.

[cameo]

Since streaming of local channels still doesn't work, I called Comcast
support again. They all seem to have a spanish accent and don't seem to
have any idea about Xfinity Streaming TV. After a while she dropped my
line while ahe was checking with co-workers. I called again and the same
deal. This one kept asking me what kind of TV set I have and weather I
have On Demand, etc. and just could not get it to her head that my
problem has nothing to do with the TV, which works fine, BTW. These
support people don't seem to know anything about cable modems and MAC ID
even though that's how Comcast identifies their users. Really frustrating!

[Barry Margolin]

In article <p04vbo$nrf$1...@dont-email.me>, cameo <ca...@unreal.invalid>
wrote:

When you called, did you select the TV or Internet option from the phone
menu? It sounds like you chose TV, even though your problem isn't with
the TV service. Try selecting Internet.

--
Barry Margolin
Arlington, MA

[cameo]

I selected Internet, of course.

[cameo]

On 12/5/2017 8:02 PM, Bill wrote:

> Here on Usenet your posts have jumped back and forth between streaming
> issues and cable modems and MAC addresses. Hopefully, when you called
> support, you didn't say anything about cable modems and MAC addresses.
> That would have caused unnecessary confusion since it's completely
> unrelated to streaming unless you have signal level issues, but you
> haven't said you have issues with that.
>
Well, I did mention the vable modem's MAC ID, because when the same
problem happened some months ago they admitted that they had a different
modem and MAC ID registered for my account. Then they fixed it by
registering my own modem. So I figured that might be their problem again.
In any case, I just received a survey form about my experience with
their customer service. And I dished it out. Maybe they'll call me back.

[cameo]

On 12/7/2017 8:18 AM, Bill wrote:

> That's unfortunate, because the support person may not have been sharp
> enough to know that they should ignore you. If you lead a support person
> down a rabbit hole, it makes getting help for the real issue a lot more
> difficult.

>
>> because when the same
>> problem happened some months ago they admitted that they had a different
>> modem and MAC ID registered for my account. Then they fixed it by
>> registering my own modem. So I figured that might be their problem again.
>

> Cable modems don't discriminate. If your Internet connection is working,
> the cable modem is fine. They didn't fix a streaming issue by updating
> their cable modem registration database. That's a completely separate
> issue, and only muddies the water.

>
>> In any case, I just received a survey form about my experience with
>> their customer service. And I dished it out. Maybe they'll call me back.
>

> Maybe they have their own internal survey system where the support
> person dished it out in return. Probably not, but it'd be cool if they
> did.
>
> Anyway, as a cable modem customer it's extremely likely that you can
> check all of the signal levels on your modem, so do that and rule out
> any modem issues. That way, the next time you call them, you can focus
> on the real issue.
>
OK, I am done with you, smart Alec.

[cameo]

On 12/4/2017 2:05 AM, Shifty wrote:

Finally I found a knowledgeable Comcast rep in another local Xfinity
store who checked their registered cable modem for my account and
confirmed what I've been trying to explain to those other reps. He saw
that my Motorola modem was also in their database but somebody disabled
it a couple months ago and enabled the wrong (previous) modem instead.
Apparently it's easier for them to add a new modem and enable it than
just simply replace the old one with a new one.
Anyway, I can now stream on my home WiFi all the TV channels that I can
watch on my TV sets. Too bad that only the national cable channels can
be watched anywhere with Internet access, but local channels only on
home WiFi. I wonder why the local stations insist on that restriction
even though they are free to watch OTA. I can't come up with rational
explanation for it.

[Philo Farnsworth]

On 01/10/2018 02:10 AM, cameo wrote:
> Too bad that only the national cable channels can be watched anywhere with Internet access, but local channels only on home WiFi. I wonder why the local stations insist on that restriction even though they are free to watch OTA. I can't come up with
> rational explanation for it.

The explanation I heard blames it on a broadcast station's exclusive DMA (designated market area)...but who knows.

[Adam H. Kerman]

cameo <ca...@unreal.invalid> wrote:

>Finally I found a knowledgeable Comcast rep in another local Xfinity
>store who checked their registered cable modem for my account and
>confirmed what I've been trying to explain to those other reps. He saw
>that my Motorola modem was also in their database but somebody disabled
>it a couple months ago and enabled the wrong (previous) modem instead.
>Apparently it's easier for them to add a new modem and enable it than

>just simply replace the old one with a new one. . . .

If there are multiple choices, there's always a chance that the person
updating your account will make the wrong choice.

Was the previous one subscriber-owned equipment or equipment
you rented from Comcast? If the latter, that should have been purged
from your account the moment it got checked in at the warehouse. If
that's returned rented equipment, you need to insist that they remove it
from your account entirely.

[cameo]

On 1/10/2018 11:18 AM, Adam H. Kerman wrote:
> cameo <ca...@unreal.invalid> wrote:
>
>> Finally I found a knowledgeable Comcast rep in another local Xfinity
>> store who checked their registered cable modem for my account and
>> confirmed what I've been trying to explain to those other reps. He saw
>> that my Motorola modem was also in their database but somebody disabled
>> it a couple months ago and enabled the wrong (previous) modem instead.
>> Apparently it's easier for them to add a new modem and enable it than
>> just simply replace the old one with a new one. . . .
>
> If there are multiple choices, there's always a chance that the person
> updating your account will make the wrong choice.

Yeas, I noticed that it's a matter of luck whom you get dealing with
you. But I would still expect a rep that is not familiar with an issue
to at least consult with a more senior colleague instead of hiding
his/her lack of knowledge by giving me the run-around.

> Was the previous one subscriber-owned equipment or equipment
> you rented from Comcast? If the latter, that should have been purged
> from your account the moment it got checked in at the warehouse. If
> that's returned rented equipment, you need to insist that they remove it
> from your account entirely.
>

The previous modem was also my own but that was not DOCSYS 3 capable, so
I upgraded it. Since I am planning to move out of Comcast service area
in about 6 months, I'm not going to complain to them now more than I
have to.