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Today’s agenda
• Xfinity on Campus Overview• Navigation• Premium Content Upgrades• Campus Support and Escalation• Troubleshooting Steps
Xfinity on Campus: Campus Technical Support Guide 2
100+ live streaming channels, XFINTIY on Demand and premium channels anywhere on campus.
Xfinity on Campus: Campus Technical Support Guide 4
Includes Popular Channels Like Available Through Subscription
Xfinity on Campus live streaming TV and Xfinity on Demand services included in your on campus TVservice at no additional cost to students.
Xfinity on Campus: TV your Way.
University Students
Available to all students registered as living on Campus
Campus Network
Students must be connected to the campus network to use Xfinity on Campus. No 3rd party hotspots or VPN can be used for streaming.
Xfinity on Campus: Campus Technical Support Guide 5
On Campus
Available to students within campus boundaries-Some free TV content is available off campus as long as student is registered as an on-campus resident
Xfinity on Campus Access
Step 1Log in to www.xfinityoncampus.comOR the XFINITY TV App
Step 2Find the Xfinity sign in page, and select your college or University from the drop down list.
Xfinity on Campus: Campus Technical Support Guide 7
Step 3After choosing your school, you will be taken to a school hosted authentication page to log in with your university credentials.
Step 4Students will be directed to the Xfinity on Campus Storefront after signing in.
Logging In to the Portal Students log in using their college/university credentials.
Xfinity on Campus Storefront
Xfinity on Campus: Campus Technical Support Guide 8
Manage account settings, payment, order history and subscriptions
Lists available Xfinity TV and premium apps
View your channel line up
Watch Live TV or On Demand Content
Type keywords to view troubleshooting articles or submit tickets
Purchase premium content on student’s personal credit card.
Support FAQ’s and Self Help
Watch Live TV or Xfinity on Demand Content from the Watch Now button in the storefront.
Xfinity on Campus: Campus Technical Support Guide 9
Watch Now: TV Guide
Watch Now: On Demand Xfinity on Campus offers the best selection of current shows and hit movies on demand so you never miss a show.
Xfinity on Campus: Campus Technical Support Guide 10
• View Content by popular listings, recently added or alphabetical using the drop down• Search by category, TV series or network• Free For Me: Only see the content available for you based on subscriptions
Premium Content UpgradeThe Upgrade button on the Storefront lets students purchase premium services like HBO, Starz and Digital Preferred content at a no-contract monthly fee to their credit cards.
Xfinity on Campus: Campus Technical Support Guide 11
Students who purchase premium content are notified via email for the following reasons:• Order made• Change in Payment instrument• Subscription renewal failure• Subscription Cancelation• Subscription Credit Card Expiration warning• Subscription Auto Renewal reminder
Students and University Staff can support Xfinity on Campus using self-help resources in the Storefront, Tier 1 troubleshooting to the University Support Desk or Tier 2 escalation to the XOC Team.
University Support Desk Self Help Options XOC Support Team
Support Category • First point of contact for Tier 1 troubleshooting or Tier 2 escalation
• Directs students to online self help
• Provides contact for direct handling of billing issues
• Troubleshooting articles available on XOC Storefront to avoid unnecessary support tickets
• Help Portal available for students to submit tickets directly to XOC Team
• Comcast Digital Media Outreach team available to respond to issues via Twitter
• Comcast Tier 2 will support universities in any and all student issues that cannot be resolved trough self help or University Help Desk
Troubleshooting Issues
• Online product FAQs• Authentication• Network related Issues• Direct students to Billing
Support• Streaming Issues
• Payment Issues• Available features• Supported Devices• Streaming Issues• Passwords and Login• Audio Support• Video Quality
• Video• Audio• Provisioning• Authentication• Streaming• Billing
Contacts / Escalations
• All Escalated Issues:
support.xfinityoncampus.com
-- OR --
xfinityoncampus_support@cable.comcast.com (Staff only)
• @Xfinityoncampus or #Xfinityoncampus
• support.xfinityoncampus.com
• xfinityoncampus_support@cable.comcast.com
Xfinity on Campus: Campus Technical Support Guide 13
Student and University Support
FAQs & Tickets
Xfinity on Campus: Campus Technical Support Guide14
Xfinity on Campus’ exclusive support and ticketing portal
q Students can submit support questions directly to Comcast’s XOC support team through the “Submit a Request Link” on the support page.
q This portal is exclusively for XOC tickets.q Provide email address, description, School Username/ID, School, Device, and any picture
attachments for faster resolution.q Students can use this page to check the status of any open tickets they have.
support.xfinityoncampus.com
Escalation Process Defined to best meet the needs of your school.
Xfinity on Campus: Campus Technical Support Guide 15
q Students have the option to contact University Help Desk or Xfinity on Campus support directly
q Tickets opened from the support page are automatically routed to the necessary support teams
q A dedicated Social Media team is available to manage student issues mentioned on Twitter
q Billing related issued can be managed by our dedicated support number or email
q All Metro-E issues should be escalated to 800-741-4141. 24/7 monitoring and support is available.
Xfinity on Campus: Campus Technical Support Guide 16
Issue Probable Cause Troubleshooting StepsXfinity on Campus app does not open properly
1. Local Access Network is down
1. Determine if issue is related to local network issues and follow usual steps to resolve.
2. Check if issue is related to authentication/password/login issues
3. Check SAML authentication service and follow Campus as usual process to resolve.
4. Request Student to verify/try the following:• Confirm student is on campus (within the IP
Range)• Retry Action• Clear local browser cache• Try a different browser• Attempt the same action on another device• Ensure User is not trying to stream on more than
one device at the same time
Not able to get to the Campus Login Page
1. The Campus authentication server is down
Login User Id/PW was rejected or Forgot UserID/PW
1. Invalid UserID Password 2. Expired Password3. Invalid User
After being authenticated by the Campus, I get a campus housing error
1. Incorrect SAML response being returned
I don’t see the channel listing
1. Network or Timeout Issue
2. Player IssueI can’t play one, more or ALL of the channels
1. Playback Issue
I can’t play one, more or ALL of the XOD assets
1. Playback Issue
The video is jerky, freezes, is low/poor picture quality
1. Playback Issue
Campus Technical Support Escalation
Xfinity on Campus: Campus Technical Support Guide 17
Issue Probable Cause Troubleshooting StepsCredit Card Denied Incorrect Info Entered
Direct customers to contact (877)-978-3229 for billing support issues with the storefront
OR
Direct customers to contact Comcast at support.xfinityoncampus.com
Unable to make a purchase from the online storefront
Storefront is down/Credit Card Server is down
User is unable to update credit card information from portal
Storefront error
User is unable to add new credit card from portal
User is unable to update address information from portalCustomer is unable to cancel services from online storefrontCustomer is unable to playback purchased content
Storefront error/entitlement error
Billing support Escalation
Tier 2 Student Escalation Issues
Xfinity on Campus: Campus Technical Support Guide 18
For student issues that can’t be resolved, University Help Desk should have the student contact Comcast Support at:
support.xfinityoncampus.com
The student will be required to include the following information for fastest resolution:• EMAIL: Please ask the students to include their UNIVERSITY email.• DESCRIPTION: A basic description of the issue. Date and time of the problem.• SCHOOL: What university does this student attend
Not required but helpful:• DEVICE: What kind device did this student have the issue on? Mobile vs. Web? Mac vs.
Windows? iOS vs. Android?• SCREENSHOT: Attach a screenshot of the issue (if possible)
Comcast will typically acknowledge receipt of service issue within 24 hours• Comcast support staff will verify if there is a server outage notification or alarm• If there is a notification or alarm, Comcast support staff will verify the ETA for the fix and info in
the return email to the Campus• For DRM errors, support staff can de-provision devices so student may add new device (up to 3)• Comcast support staff will create an internal ticket and escalate it to the production support
team• Comcast Production support will use the BAU process to triage the issue and get the appropriate
teams team involved• Comcast will notify the Campus when issue is resolved
Xfinity on Campus: Campus Technical Support Guide 19
Streaming Rules
• A student may only stream on one device at a time
Web Player
Windows System Requirements• Processor: Pentium 4 or newer
• Operating system: Windows 7, Windows 8 (Metro touch interface not supported)
• RAM: 512 MB minimum
• Video card: 32 MB minimum (128 MB recommended)
• Browser: Latest versions of Explorer, Safari, Firefox, or Google Chrome.
• Screen resolution: 800 x 600 minimum (1280 x 1024 recommended)
– Internet connection: Broadband
– Adobe Flash version: Latest version
Mac System Requirements• Processor: Intel Core Duo 1.83GHz or faster processor
• Operating system: Mac OS X 10.9 or higher
• RAM: 512 MB minimum
• Video card: 32 MB minimum (128 MB recommended)
• Browser: Latest versions of Safari, Firefox, or Google Chrome.
• Screen resolution: 800 x 600 minimum (1280 x 1024 recommended)
– Internet connection: Broadband
– Adobe Flash version: Latest version
Mobile
iOS Support• The XFINITY On Campus service works with iPhones, 4th generation or later iPod
Touches, and iPads. Note that the AirPlay function is disabled.
• Operating system: iOS 8 or higher
Android Support
• The XFINITY On Campus service is available for Android devices running version 4.0 and up.
The XFINITY On Campus player is currently available for viewing on PC, Mac, iPhone, 4th Generation or later iPod Touch, iPad and Android devices. iOS and Android apps are also available in their respective app stores.
System Requirements for Xfinity on Campus
Presentation title (optional)20
What is XFINITY on Campus™?
XFINITY on Campus is an IP-TV service from Comcast delivered through your university's IP network. Wherever you are on campus, whether wired or Wi-Fi™, 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 PC, Mac, iPhone, 4th generation or later iPod Touch, iPad, and Android devices.
How do I access XFINITY on Campus on my computer?
Make sure you're on campus and connected to your campus IP network.
1) Point your browser to www.comcast.com/xfinityoncampus
2) From the Login drop down select your university.
3) Enter your university user name and password. Once authenticated, click on the "Start Watching" button. This will launch the Xfinity on Campus player.
4) Begin using the XFINITY on Campus player
The XFINITY on Campus app says I am off-campus and won't let me watch TV.
XFINITY on Campus requires you to be a current student in good standing living in on-campus housing and connected to the campus IP network. Third-party networks found on campus or the use of VPNs will not allow you to watch XFINITY on Campus.
How many devices can I register? How many shows may I watch simultaneously? You may register 40 devices with XFINITY on Campus but only stream video to one device at a time.
How do I find a specific show and all of its upcoming episodes? The XFINITY on Campus app allows you to search VOD programs by name. All live TV channels, plus XFINITY On DemandTM TV shows and movies, provided to your university are
available for viewing on your device at any time.
Why are XFINITY on Campus channel numbers different than what I see on my TV?
XFINITY on Campus IP-Video channel numbers match the Comcast channel lineup in your location.
Do I have to pay anything additional for XFINTY 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.
Xfinity on Campus: Campus Technical Support Guide
Xfinity on Campus: FAQs
Xfinity on Campus: Campus Technical Support Guide 21
What form of payment do you accept?
We accept Visa, MasterCard, American Express and Discover Card at this time but are continually investigating additional payment capabilities and will introduce them whenever possible.
What is your 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. We do not offer refunds once a credit card has been charged.
Playback Controls
• 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 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.
Video is slow, skipping or bufferingTo ensure best results for your stream, prior to viewing:
• 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 your 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.
There is no audio/sound being projected- I can see video but cant hear it.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.
Can I have two players running simultaneously?
No, you may only stream video to one device at a time.
Xfinity on Campus: FAQs
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