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IPTV FAQ

The Basics

What is IPTV?

Internet Protocol television (IPTV) is a way of delivering digital content online through a dedicated, managed network. In University of Hartford's case there is a dedicated connection between our campus and content provided by Comcast. While services like Netflix and Hulu also deliver digital content online, it is through a web browser/app without a dedicated connection to the service provider.

What is XFINITY on Campus™?

XFINITY on Campus is an IPTV service from Comcast delivered through our university IP network. Content is available for your computer and your devices from the same channels that Comcast already provides through broadcast cable television as well as XFINITY On Demand™. Wherever you are on campus, whether wired or wireless, XFINITY on Campus delivers what you want to watch, when you want to watch it.

What devices are supported?

XFINITY on Campus is currently available for viewing on Windows, Mac, iPhone, Android, iPod Touch (4th generation or later), iPad.

XFINITY on Campus requires the following minimum system capabilities:

  • RAM: 512 MB Minimum
  • Video card: 32 MB minimum (128 MB recommended)
  • Screen resolution: 800 x 600 minimum (1280 x 1024 recommended)
  • Adobe Flash version: 12 or higher

Windows:

  • Processor: Pentium 4 or newer
  • Operating System: Windows 7, Windows 8 (Metro touch interface not supported). NOTE: Windows 10 is not officially supported by Comcast at this time, but it does appear to work on traditional computers.
  • Browser: The latest version of Internet Explorer, Safari, Firefox or Chrome

Mac:

  • Processor: Intel Core Duo 1.83GHz or faster
  • Operating System: Mac OS X 10.9 or higher
  • Browser: The latest version of Safari, Firefox or Chrome

iOS 7+

  • The XFINITY on Campus service works with iPhone, iPad, and iPod Touch (4th generation or later) through the XFINITY TV app. NOTE: The AirPlay function must be disabled.

Android 4.0+

  • The XFINITY on Campus service is available for Android devices running version 4.0 and up through the XFINITY TV app.

Why can I only access certain channels when I am off-campus?

Individual content providers have different agreements with Comcast, so not all channels or on demand content will be available off campus. For the full viewing experience you must be connected to a University of Hartford network.

Why does XFINITY on Campus ask for my university login?

XFINITY on Campus from Comcast has partnered with University of Hartford to deliver broadcast and cable channels PLUS XFINITY On Demand™, which gives you the best selection of current TV shows and hit movies, to your laptop or desktop computers. These services are offered only to students living on-campus. The full viewing experience is available while connected to a University of Hartford network.

Your University of Hartford credentials are used to verify your identity for Comcast. XFINITY on Campus NEVER sees your password. The login page is maintained by University of Hartford, not XFINITY on Campus.

What if I need to reset my password or I forgot my password?

You can reset your password here

How many devices can I register? How many shows may I watch simultaneously?

You may register up to three devices with XFINITY on Campus. If you register a fourth device, the first one will be dropped. You can deregister a device at any time. You may only stream video to one device at a time. The moment you begin streaming to a second player the stream to your first player will end.

How do I find a specific show and all of its upcoming episodes?

The XFINITY on Campus app allows you to search Video On Demand (VOD) programs by name. All live TV channels, plus XFINITY On Demand™ TV shows and movies, provided to your university are available for viewing on your device at any time.

I’m getting an error message when I try to access XFINITY on Campus or the video won’t play.

Before contacting the ITS Help Desk please try the following steps:

  • Confirm that you are on campus and connected to University of Hartford network
  • Close then reopen the XFINITY on Campus video player and try again
  • If the video still will not play, see if another video from the same network or programmer, or a different episode will play. Still not playing? Try a different channel or program entirely to confirm operation of the app.
  • Additional troubleshooting steps can be found in Troubleshooting section below

Viewing

What playback controls are available?

Once a program starts, you will have access to a variety of on-screen options. The options will disappear if you do not click the screen. If you would like the options to reappear, simply click the screen.

The bottom bar of the on-screen options displays your progress in video on demand (VOD) programs. The total time is displayed on the right. Your current place in the program is represented by the gray dot, with the time elapsed displayed above. You may move forwards and backwards in VOD programs by sliding the gray dot with your mouse. You may also pause VOD programs at any time by clicking the pause button.

Why is the video is slow, skipping, or buffering?

There are a multitude of reasons why you might see video buffering, most of which are specific to your computer/browser/network capacity. The video streams provided allow for a variety of bitrates (i.e. levels of quality) to ensure that your device receives the best quality signal. The video player also dynamically adjusts your stream upwards or downwards based on a number of factors, including network capacity, CPU and memory utilization, graphics card capabilities, etc., so that you’re getting the ‘optimal’ video quality based on your computer’s specific capabilities.

What can I do to ensure a good video streaming experience?

  • If possible, use a hard-wired internet connection
  • If using a wireless internet connection, ensure you have very good signal reception
  • Ensure there are no other internet applications utilizing you internet connection
  • Ensure you have the latest browser versions installed

If you have any problems after trying these tips, try restarting your computer and attempt viewing again. More information can be found in the Troubleshooting section below.

There is no sound/audio – I can only see the video but not hear it.

Check that the volume is not muted and that your speaker volume is at an adequate level.

The top bar of the on-screen options displays the volume of the program. The gray dot represents your current volume. You may adjust the volume by sliding the gray dot to the desired volume. You may also mute the sound by clicking the speaker without lines to the left of the bar, or maximize the sound by clicking the speaker with the lines to the right of the bar.

What is the quality of the video that is being streamed?

Individual video assets are typically listed as SD or HD quality. The Comcast video player uses adaptive bit rate streams to deliver the highest quality video given the bandwidth available once you have made your selection.

Can I have two players running simultaneously?

No. Although you may register a total of three devices, you may only stream video to one of them at a time. The moment you begin streaming to a second player the stream to your first player will end.

Troubleshooting

I am having difficulties with the video loading. What should I do?

Comcast recommends attempting the following basic troubleshooting tips:

  • Refresh the browser you are using (or restart the app). Make sure you are using the latest version of the browser and that Adobe Flash is up-to-date.
  • Clear the cache of the browser you are using.
  • Try a different browser, or attempt to connect on a different device. For example, if you are having difficulties on your laptop, try connecting to XFINITY On Campus through a tablet or smart phone.
  • If these steps do not work, please contact........................

Purchasing and Payment (select premium channels only)

FOR ALL PURCHASING AND PAYMENT ISSUES, PLEASE CONTACT COMCAST DIRECTLY.

Do I have to pay an additional fee for XFINITY on Campus?

Except for any additional subscription services you elect to purchase, there is no additional charge for XFINITY on Campus live streaming TV and XFINITY On Demand programming. It is part of your current on-campus TV service.

How do I sign up for additional XFINITY on Campus services?

  • Point your browser to https://xfinityoncampus.com/login
  • To order additional programs such as select premium channels and Sports packages, click on the Upgrade tab and follow instructions. This additional programming is not part of your base university video service but is purchased separately. Note, Comcast Terms and Conditions apply.
  • All subscription services will be billed directly to you through a credit card. Payment for subscription services will be your sole responsibility, not the university’s.

What form of payments does Comcast accept?

Comcast accepts Visa, MasterCard, American Express and Discover Card at this time, however new payment options may be added.

What is Comcast's policy on refunds?

Services are paid one month in advance. Upon cancelling your service you are entitled to continue watching XFINITY on Campus video for the balance of that month. Comcast does not offer refunds once a credit card has been charged.

Why is my credit card being declined?

There could be several reasons why a credit card is being declined. Make sure credit card number, expiration date and verification code are correct. Billing address must be valid and must match the address associated with the credit card.

Why is my credit card being declined? (Address Verification Failed)

The denial reason being returned from your credit card company is “Address Verification Failed”. It would appear that the address you’re entering doesn’t match that which your credit card has on file. A suggestion would be for you to try another credit card or contact your credit card company to get a better understanding of that error message.

Why have I been charged multiple times when a failure occurred?

This may be an issue with your credit card company. If you experienced a payment failure (due to an invalid address, for example) your credit card company actually charged you an authorization charge. Once the issue was corrected, they subsequently charged you for the actual purchase. Please contact your credit card company directly and discuss this matter with them. Obviously, if you find that you’ve been charged multiple times, please contact Comcast, who will help to rectify the situation.

Who can I call if I have billing or credit card questions?

Please call 877.978.3229 regarding any billing support or credit card issues regarding your XFINITY on Campus services.

Is my payment and data secure?

All transactions and data are sent to secure servers utilizing 128-bit encryption, via SSL (Secured Sockets Layer).