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user_6k3ays
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Tuesday, August 6th, 2024 8:55 PM

XUMO Box Streaming Netflix in Low Resolution

Love the old FLEX box, works like a charm, never had issue. Unfortunately it got replaced by this XUMO box. I used it to watch Netflix. Watched 5 times so far, 2 out of 5 times it streams in really low resolution, it's so bad that the edge is all rugged/smudged. Don't think it's Netflix's problem -- because whenever this happened, I jumped to a laptop or pad/iphone, and watched the same program, they looked normal. So it must be this XUMO box.

With the old FLEX box, when the connection is not good/stable, it will stream in low resolution for the first 1 or 2 minutes, then it will get better and better. Seems that this XUMO box just lock-in the low resolution mode from beginning to end, which is horrible. The connectivity is not bad either when this happens -- speed tested and it all looks good

Are you guys aware of this? Is there any solution?

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19 days ago

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XfinityMartyR

Official Employee

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1.7K Messages

6 months ago

 

user_6k3ays Thanks for reaching out! Is only the Netflix app have a resolution concern? 

 

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user_6k3ays

4 Messages

@XfinityMartyR​ I don’t have any other subscription, so far only watched Netflix. Thanks

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6 months ago

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XfinityAlfonso

Official Employee

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1.3K Messages

Thank you for relaying your experience, and we can certainly look deeper into this. Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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6 months ago

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user_6k3ays

4 Messages

Just did. Hopefully somebody could come up with a solution soon.

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6 months ago

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user_kxq83x

Contributor

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21 Messages

6 months ago

Xumo is a disaster. I cant say it enough 

it’s outdated by about 10-15 years…

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user_5npaqd

1 Message

5 months ago

I'm having the same issue. What's the resolution? I was hoping it would just sort itself out but everything on Netflix is super pixelated and has been from the get go.

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user_6k3ays

4 Messages

@user_5npaqd​  They asked me to do a reboot of both my modem and the XUMO box, not sure if they did anything from their end in the mean time. After that I tried Netflix once, it looks good. Not sure if that will come back again in the future.

Perhaps you can try that reboot thing first

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5 months ago

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user_bweiw3

1 Message

2 months ago

I have observed this as well.. I just recently changed my flex box to dump not by choice but because it quit working. I watch Netflix and have noticed the resolution is about half of what it was with the old flex box..

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XfinityMartyR

Official Employee

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1.7K Messages

 

user_bweiw3 Are you seeing any error messages, or codes while using the Xumo box? 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

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user_k82mr5

1 Message

22 days ago

I've had this same issue since switching to the new streaming box.  Only Netflix is affected.  Have tried all the usual suspects (Rebooting Router, Xumo Box, Checking for updates) with no change.

Was finally able to get through to customer service and they did something (said they provisioned my device)  The first time they did this it worked for a couple weeks then went back to the low res playback.  The second time the full res only lasted a day before returning to low res.

Anyone have any insight on this?  Super frustrating and customer service hasn't been very helpful.

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XfinityKassie

Official Employee

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1.5K Messages

 

@user_k82mr5 Good morning! Thank you for reaching out to our Community Forums Team. I can see you are running into some difficulties with your Netflix App on your box. I'd be happy to help you get squared away with this one. Have you by chance tried to factory reset your box? If not, can you please give that a try? Here are the steps below. Also, can you please share what kind of TV your box is connected to? 

 

 

Settings > System management > Resets & updates

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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19 days ago

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