Xfinity.com Website

[GrammaDeb]

I can play videos from YouTube, ESPN, etc...many others- but my Comcast ones buffer constantly...start, stop, freeze,,,,frustrating! I saw somewhere where I should send you this info below - can you advise?:

My Device Information My operating system: Windows - Undefined (it's windows 7) My web browser: Chrome 19 - Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/536.4 (KHTML, Like Gecko) Chrome/19.0.1077.3 Safari/536.4 My system type: Desktop Computer Or Other Device My Move player version: Not Installed My Silverlight version: 5.1.10411.0 My flash version: 11.2 R202 Javascript: Enabled Cookies: Enabled

[ComcastJoe]

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GrammaDeb wrote:

I can play videos from YouTube, ESPN, etc...many others- but my Comcast ones buffer constantly...start, stop, freeze,,,,frustrating! I saw somewhere where I should send you this info below - can you advise?:

My Device Information My operating system: Windows - Undefined (it's windows 7) My web browser: Chrome 19 - Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/536.4 (KHTML, Like Gecko) Chrome/19.0.1077.3 Safari/536.4 My system type: Desktop Computer Or Other Device My Move player version: Not Installed My Silverlight version: 5.1.10411.0 My flash version: 11.2 R202 Javascript: Enabled Cookies: Enabled

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What specific videos are you trying to watch on XFINITYTV.com?

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[GrammaDeb]

Maybe I posted wrong...on Xfinity computer...any of the videos posted on comcast.net home page, etc. I've tried Chrome, Firefox and Explorer...It's crazy...the advertisement that plays first is perfect- but then the actual video I wanted to see moves in/out of buffer...it's broken up, etc. 

Since I am using Chrome, I uninstalled Adobe Flash as recommended (Chrome has flash already)...but no difference. I can play Youtube and others- no problem. It's only Comcast website problem!

[ComcastJoe]

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GrammaDeb wrote:

Maybe I posted wrong...on Xfinity computer...any of the videos posted on comcast.net home page, etc. I've tried Chrome, Firefox and Explorer...It's crazy...the advertisement that plays first is perfect- but then the actual video I wanted to see moves in/out of buffer...it's broken up, etc. 

Since I am using Chrome, I uninstalled Adobe Flash as recommended (Chrome has flash already)...but no difference. I can play Youtube and others- no problem. It's only Comcast website problem!

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If you have anti-virus software installed on your computer, make sure that you are allowing XFINITY.COM and XFINITYTV.COM to pass through your firewall.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[GrammaDeb]

I am using McAfee...I cannot find in Firewall where to allow/check this access...?

[ComcastJoe]

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GrammaDeb wrote:

I am using McAfee...I cannot find in Firewall where to allow/check this access...?

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1. Open McAfee.
2. Click the Web and Email Protection drawer.
3. Click Firewall.

Now loosen Firewall settings and let me know the results.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[GrammaDeb]

Should I "turn off" firewall?

Otherwise there are many categories...

Security Levels

Smart Advice and Advanced Settings

Firewall History

Internet Connections for Programs

My network connections

etc

[ComcastJoe]

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GrammaDeb wrote:

Should I "turn off" firewall?

Otherwise there are many categories...

Security Levels

Smart Advice and Advanced Settings

Firewall History

Internet Connections for Programs

My network connections

etc

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Turn off your firewall then try a video again. Once you have tried a video, turn your firewall back on and let me know if it works. This is not a permanent solution but it will help us narrow down your issue.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[GrammaDeb]

worked fine with firewall off...then when I turned it back on- thought it was going to work fine- then about 15 seconds in- back to the freezing/buffering issue. Like I said- the ads work fine! run the whole 30 secs with no interruption...but when it gets to the actual video- the issue starts..

Appreciate your help!

[ComcastJoe]

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GrammaDeb wrote:

worked fine with firewall off...then when I turned it back on- thought it was going to work fine- then about 15 seconds in- back to the freezing/buffering issue. Like I said- the ads work fine! run the whole 30 secs with no interruption...but when it gets to the actual video- the issue starts..

Appreciate your help!

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The issue is with your firewall blocking it.

Under "Security Levels", try loosening it one level and then try again. Tinker around with this until videos work. If it allows you, set XFINITYTV.com and XFINITY.com as exceptions to the firewall.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[GrammaDeb]

I've tried all those settings...none work- only complete turn off of firewall.

Probably best if I contact McAfee customer service? Perhaps they know the problem. I do not want to keep my firewall off, or turn it off every time I want to see a video.

Thanks for helping me pin this down!