Xfinity On Campus - Lycoming College

Xfinity On CampusSupport Guide

Agenda01Xfinity On Campus Overview02Navigation03Upgrades & Features04Support & Escalation2

01.Xfinity On Campus Overview3

Xfinity On Campus OverviewRevolutionizing Campus Entertainment.Stream over 100 live channels, access to Xfinity On Demand titles and premium channels anywhere on campus.Popular included channels:Available through subscription:Flexibility to takeentertainment on the go:4Stream

Xfinity On Campus OverviewAccessUniversity StudentsAvailable to all students registered as living on campus.While On CampusFull service available to students within campus boundaries – some free TVcontent is available off campus as long as student is registered as an on-campusresident.Campus NetworkFor full access, students must be connected to the campus network to use XfinityOn Campus. Third party hotspots will only allow access to TV GO (Tveverywhere) content. VPN is not allowed per contract.5

02.Navigation6

NavigationGetting started.Step 1Step 2Step 3Step 4Via Web:Type or select your college oruniversity from the drop downlist.After choosing your school, youwill be taken to a schoolhosted authentication page tolog in with your universitycredentials.Students will be directed to theXfinity On Campus portal iflogging in via web where theycan start watching live TV orpurchase premium channels.xfinityoncampus.comVia Mobile/Roku:Download theapp.Then select XOC Student sign in:7

NavigationA portal to your entertainment.1. Home2. Account – manage account settings, payment and order history ofpremium channel upgrades.3. Support – in-depth support center with FAQ articles and digitalinteraction with Xfinity care agents.4. Channels – view your school’s channel lineup.5. Watch Now – start watching live TV, On Demand content, or DVRrecordings.6. Upgrade – purchase premium content via credit card.7. My DVR – direct link into personal DVR recordings.8. Trending – list of top trending programs/shows.8

NavigationWatch Now.On Demand & DVRLive TVFor You is a curated section based off of shows/movies students previouslywatched or recorded. Select from thousands of Xfinity On Demand titles orschedule/watch DVR recordings. Cloud DVR allows students to record up to20 hours of content.Selecting Live TV brings up the latest live channel guide listings.Students may toggle through different filters such as Available Out OfHome (TV GO channels).9

03.Upgrades & Features10

Upgrades & FeaturesPremium Content UpgradesThe Upgrade page allows students to purchase premium services like HBO,Showtime, and STARZ or elevate their channel lineup with Digital Preferred andthe Sports Entertainment Package (NFL RedZone).There are also many International Channels in which students can purchase aswell.Purchases are made via credit cards and students are notified through email forthe following reasons: Order Made Change in Payment Information Subscription Renewal Failure Subscription Cancellation Subscription Credit Card Expiration Warning Subscription Auto-renewal Reminder11

Upgrades & FeaturesDVR Record up to two programs at once. Store up to 20 hours of recordings. Ability to download recordings and OnDemand programs to mobile devices andwatch offline. Schedule, change, and managerecordings. Watch in-progress DVR recordings whileconnected to the campus network.12

Upgrades & FeaturesTV GOWhat is TV GO?TV GO allows students to view channelsthat are available for viewing while notconnected to your campus network.How to see TV GO Channels? In the upper right corner, choose theFilter tab and select Available Out ofHome to see a list of all available livechannels for streaming off the campusnetwork. You can recognize TV GO channels fromthe regular Live TV list by noticing alighter background. When available, movies or shows in theOn Demand library with TV GO versionswill be listed as well.13

Upgrades & FeaturesMobileStudents can stream Live TV, On Demand,and DVR recordings from their mobiledevices.To access Xfinity Stream:1. Download the Xfinity Stream app2. Select Xfinity On Campus StudentsSign in Here3. Find your school4. Sign in using your school credentials5. Once authenticated, you will return tothe Xfinity Stream appPartner AppsIf the school subscribes to the provider’scontent, students can download specificprogrammer apps or visit their site to viewTV Everywhere content.14

Upgrades & FeaturesRokuXfinity Stream Beta is now available onRoku devices! Interested students will purchase theirown Roku devices to access content ona traditional TV. Access is only limited to students whoseRoku devices are connected to thecampus network. Xfinity Stream Beta will only appear inthe Roku channel store for eligibledevices. See System Requirementslisted at the end.15

Upgrades & FeaturesLocation Dependent FeaturesFor full access, students must be connectedto the campus network – either wired orWiFi. Functionality3rd party hot spots (i.e. Starbucks) will beconsidered ‘off-campus’.Watch & Stream Live TVVPN is not allowed as defined in yourbulk services contract.Watch Completed DVR Recordings Stream on one device at a time. Register up to forty devices.Watch On Demand Shows & MoviesWatch In-Progress DVR RecordingsSchedule DVR RecordingsWatch Downloaded DVR RecordingsWatch TV GO ChannelsAccess to Partner Apps*** Off Campus streaming to Live TV islimited to participating networks.16On CampusOff Campus***

Upgrades & FeaturesLocation Dependent FeaturesFor full access, students must be connectedto the campus network – either wired orWiFi. Functionality3rd party hot spots (i.e. Starbucks) will beconsidered ‘off-campus’.Watch & Stream Live TVVPN is not allowed as defined in yourbulk services contract.Watch Completed DVR Recordings Stream on one device at a time. Register up to forty devices.Watch On Demand Shows & MoviesWatch In-Progress DVR RecordingsSchedule DVR RecordingsWatch Downloaded DVR RecordingsWatch TV GO ChannelsAccess to Partner Apps*** Off Campus streaming to Live TV islimited to participating networks.17On CampusOff Campus***

04.Support & Escalation18

Support & EscalationStudent and University SupportManaged by University Campus Housing Flag: On-campus resident getting off-campus error message Username/Password issues or errors on login screen Local network outages Changes to IP range/geofence (submit new ranges to XOC Support) Communication to Students: notification of changes to housing flag, new features, distribution of marketing materials BGP configuration Contact: University Help Desk/IT StaffXOC Troubleshooting Missing channels Premium content issues Comcast produced error messages Stream/buffering issues DVR issues Metro-E outages Billing support Contact: Student/staff submits ticket through Support portalSelf Help Troubleshooting Product features Navigation of portal Supported devices19 “Tips to Fix Most Issues”: Basic troubleshooting Service statusAll Metro-E issues should beescalated to 1-800-741-4141.24/7 monitoring and support isavailable.

Support & EscalationTroubleshooting Tips for Common IssuesProbable CauseIssueTroubleshooting StepXfinity on Campus app does not open properlyLocal access network is downDetermine if issue is related to local network issuesand follow usual steps to resolveNot able to get to the Campus Login pageThe Campus authentication server is downCheck SAML authentication service and followCampus as usual process to resolveLogin user ID Password was rejected or Forgot UserID Password Invalid User ID Password Expired passwordCheck if issue is related to authentication/login issueAfter being authenticated by the Campus, I get acampus housing errorIncorrect SAML response being returnedEnsure campus housing flag is set correctly forstudent submitting errorI don’t see the channel listing Network or timeout issue Player issueRequest Student to verify or try the following:Playback issue Retry actionI can’t play one, more or all of the channels Confirm student is on campus (within IP range) Clear local browser cache Try a different browser20I can’t play one, more or all of the Xfinity On DemandtitlesPlayback issueThe video is jerky, freezes, or is low/poor picturequalityPlayback issue Attempt the same action on another device Ensure user is not trying to stream on more thanone device at the same time

Support & EscalationBilling Support EscalationIssueProbable CauseTroubleshooting StepCredit card deniedIncorrect info enteredUnable to make a purchase from the onlinestorefrontStorefront or credit card server is downUser is unable to update credit card information fromthe portalSubmit a ticket through our supportportalUser is unable to add new credit card from the portalUser is unable to update address information fromthe portalStorefront errorORCall our billing support line1-877-978-3229(Available 8am-12AM EST)Customer is unable to cancel services from onlinestorefrontCustomer is unable to playback purchased cotentStorefront error or entitlement error21For billing support issues with thestorefront, direct customers to:

Support & EscalationCommon Error Messages22Error MessageCauseFEDX10001Student ID is not returning a campus housingattributeError 120005Too many concurrent streamsError: “Attempting to Resume”Interruption in local internet connectionError License Issue :: 3338 (1000942)Occurs when trying to use Apple AirPlay from amobile device – Not supported”Available to watch on campus only”Connected to an unknown network/IP range

Support & EscalationNavigate To Help & SupportFrom the PortalFrom the Xfinity Stream Web Player Select the Settings icon, then Help Select Help and Support to be redirected tosupport.xfinityoncampus.com23Select the Support button in the navigation bar

Support & EscalationsNavigate to Help & SupportFrom the Xfinity Stream App Select the Menu icon, then scroll down tothe bottom and select the Settings icon ️ Select Help, then Help and Support You will be asked to open your web browserand be redirected tosupport.xfinityoncampus.com24

Support & EscalationsXfinity On Campus SupportPortal Exclusive support and ticketing portal. Check for known outages. Learn about product features. Search for solutions to commonproblems. Click Submit a Request to submitsupport tickets. Include email address,description, school username/ID,devices, or any picture attachments forfaster resolution. My Requests allows students & IT staffto check status and history of all tickets.support.xfinityoncampus.com25

Support & EscalationsComcast Digital Support – Digital CareAll Digital Customer Service Servicing the enterprise 24/7, 365 days a year. Dedicated care specialists assigned specifically to Xfinity OnCampus.The ProcessAutomated and/ orDigital Care triagesmanual messages sentissue, gets all neededto customer to confirminfo & troubleshootsissue is resolvedSTEP 02STEP 01Student or staff requests support by writing at:1. xfinityoncampus.com2. Mobile app support3. Twitter - @comcastcares4. Or calling a 800 # for billing issues (phone notsupported by Digital Care)26STEP 04STEP 03If issue cannot beaddressed, care routesit to production support(who turn toengineering) for furtherinvestigation 1STEP 05CSAT survey