Live TV Delayed with Xfinity cable box

Both of the scenarios referenced above happen.  I’ve seen score on the Xfinity sports update faster, I always receive score updates from mobile apps faster, and friends watching the game elsewhere will text updates about plays that just happened before I see it while watching live through my Xfinity cable box.  The delay is at least 45-60 seconds + on Xfinity live TV through cable box

Hello @Mcole822, thank you for taking the time to reach out on social media.  I understand your concern with the delay, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I’m sorry I did not reach out via social media I only responded to the above comment.  Can you please advise why this happens?  It’s not an issue with the networks it’s clearly a delay with the xfinity feed through the box. I’ve seen other customers raise this same issue about delays as well.

Thank you so much for getting back to us and no worries. We are happy to take a look into the account to see what can be the cause of this and work on getting it fixed. Can you send us a Direct Message by following the steps above, so we can get started? 

@XfinityAldrik​ my theScore app gives me game scores sometimes almost 30 seconds earlier than the “live” broadcast on xfinity.

Is this through a streaming app or standard cable and if so what channel is it on?

This is through standard cable on multiple channels and live sporting events.  The stream through xfinity app on phone is faster, and I’ve spoken to other Xfinity customers who also experience a delay in cable box.

Have you tried a new cable box yet? You can swap them out for free at any service center. 

I can try this but this seems to be an issue with Xfinity’s live cable feed and a broader problem affecting multiple customers.  Not sure that a new cable box would help.  I’ve also read comments in other posts elsewhere on the forum where customers tried a new cable box and had no success in correcting this issue.

Rest assured, our field teams are amazing and monitor our signal transmission levels constantly. I feel confident this is a quick fix. From the sound of the way it is happening, getting the box replacement is going to be the first step. Stopping down locally is honestly a well oiled process, our team would provide the replacement and setup is a breeze. 

It’s so true.  They told me (in this and another forum post) that if I requested a new box it would fix the issue. They completely lied.  Not only did I not fix the issue, but they are now charging me an extra $20 a month for the same services I had before I requested the new box.  I called to see if I could get my charges fixed and someone from another country told me they couldn’t help with that but recommended I join xfinity mobile.  Nobody will help and was on the phone for 45 minutes.  I’ll be canceling as soon as I can. 

Hello @user_0bvf0j! Thank you for taking the time to reach out to us. Please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

I’ve gotten no help on the issue and am told it’s not happening, would love to know if this is class action issue.  Also still being charged an extra $20-$30 a month after switching out the box.

We would be happy to troubleshoot your issues and look into your bill concerns @

Hey, @BronxBorn! Thanks for reaching out to us on the forums! I know it can be frustrating to find out what's going on in a game before it happens. Has this issue been going on for a while or was it just an issue for the day?

Hello, this has been an issue for a long time, I saw a similar post but no resolution was posted. I’ve swapped/upgraded boxes about a year ago which did not resolve the issue. 

I have family who live less than 10 miles away, with xfinity and the feed they have is much faster than ours. 

@BronxBorn  To initiate troubleshooting and determine the cause of the issue with your account and equipment, please send our team a Direct Message containing the following details:

1. Your full name
2. The name listed on the account (if different from your full name)
3. The service address associated with your account

Once we receive this information, we can take a closer look and help you further.

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

After you fix this for this customer, could you please let  the hundreds of us who have ben complaining about this for the last

2 years know how you did it?   Thank you.