Visitor
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1 Message
Trailers Won’t Play - Most On Demand Selections
Most Trailers for On Demand Movies won’t play any more… says “Unfortunately, you TV Box isn’t compatible”… I’ve essentially stopped watching content on Xfinity On Demand for this reason… really poor service.
XfinityQuemekia
Official Employee
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1.1K Messages
16 hours ago
Hey there @user_hh6f91! We completely understand why you have stopped using Xfinity On Demand, and we are so sorry for this incredibly frustrating experience. This specific "not compatible" error message means the video format used for newer On Demand trailers has outpaced the hardware capabilities of your current TV box.
Because your current equipment can't support these newer media formats, we need to get your box swapped out. We can ship a modern X1 box directly to your house for free, or you can swap it out at your local Xfinity Store.
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