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Support XFINITY Apps XFINITY TV Go App with Download Feature Frequently Asked Questions

Introduction

Below are some questions and answers about the download feature for the XFINITY TV Go app.

FAQs

How does the new download feature of the XFINITY TV Go app work?
If you have XFINITY TV, the new XFINITY TV Go app (a free download), lets you download premium TV shows and movies to your Apple or Android smartphone or tablet. Now you have a new option to download the content (versus streaming it) over an Internet connection and then watch it wherever you travel, even when you are offline!

Note: We have identified an issue with the iOS 7 update from Apple that could affect your XFINITY TV Go app on all Apple devices (iPhone, iPad, iPad mini, iTouch). At this time, if you upgrade to iOS 7, you may have to uninstall and reinstall the XFINITY TV Go app to stream video, and may experience issues with playing your downloaded content. We plan to release an update for the XFINITY TV Go app as soon as possible to address these issues. We apologize for any inconvenience.

What type of Internet connection do you need to download content?
The XFINITY TV Go app gives you the ability to stream or download content over a Wi-Fi connection. Verizon Wireless customers will also have the ability to stream and download content over a 3G or 4G cellular connection. Data charges may apply; check your Verizon Wireless rate plan for details. Once content is downloaded, a connection is not needed to playback content.

How much content is available for download?
If you have XFINITY TV and subscribe to Showtime, Starz, Encore or Movieplex, you will be able to download thousands of TV and movie choices. We plan to make more content available in the months ahead.

What tablets and smartphones are compatible with the XFINITY TV Go app with the download feature? 

  • The XFINITY TV Go app works with an iPhone or iPod Touch (fourth generation or later) or iPad (2 or later). Apple devices must have iOS 5.0 or later release.
  • The XFINITY TV Go app also works with an Android smartphone or tablet with OS of 2.3 (Gingerbread) or later release.
  • The XFINITY TV Go app also works with Kindle Fire Non-HD and HD devices.
How do I manage my devices for the streaming and download features?
From the Settings menu in the app, you can deauthorize the device that you are using. Tap the Settings icon and open Manage Download Devices to deauthorize device.
Note: Deauthorizing a device will delete any downloads.

For full management of all three account devices, visit https://device.comcast.net/devices.

How long can I access my downloaded movies and shows on my device?

You can access your downloaded programs as long as the title is still offered by the network AND you have launched the XFINITY TV Go app within 14 days.

How long will it take to download a piece of content?
Download times depend on connection speed, the device and the quality/size of the download. For example, to download a 60-minute program over a 10 Mbps connection, it would take approximately 18 minutes for higher quality video (approximately 1,200 MB), or less than four minutes for medium quality video (approximately 250MB). If you download the same size files over a 25 Mbps connection it would take about seven minutes for the higher quality and less than two minutes for the medium quality video.

How many devices can I use under one XFINITY account?
  • For streaming, three streams per household are allowed at any given time.
  • For downloading, three devices per household can download programs.
     
How many movies or shows can I download?
You can have up to 10 downloaded programs on one device, provided the device has adequate storage capacity.

Can I move and play downloaded programs to another device?
No, you can only play back a program on the enabled device that originally downloaded the program.

What happens when a download is interrupted? Can I watch a movie or show while it’s downloading? Or one that was partially downloaded?
You cannot watch a program until the download is complete. If there is an interruption (e.g., loss of power or connectivity), the download will automatically pause. You can resume the download when you re-launch the app.

Will I be able to choose my download file size or video quality?
Once you tap Download you will be prompted to choose between medium video quality and data size and a higher resolution option with a larger data size. Video quality options and data sizes may vary from program to program.

Note:
On smaller sized displays, the viewing experience between medium and high video quality is not significant; therefore, medium video quality is recommended due to its smaller data file size.

Will downloading content from the XFINITY TV Go app count towards a customer’s XFINITY Internet data usage threshold?
The content is downloaded over the Internet, so it is treated like all other Internet traffic.

Will downloading content over the Verizon Wireless cellular network incur data charges?
Downloading content over Verizon Wireless network may incur data charges; check your wireless rate plan for details.

Can I stream or download outside of the United States?
The XFINITY TV Go app allows you to stream and download in the continental U.S. plus Hawaii and Alaska. All other countries including U.S. territories are blocked but your downloaded content can be played back anywhere - even if you are out of the country.

I went to download a compatible video but the download option does not appear?
If the video expires within seven days, the download option will not be available for the video.

Why do I receive an error message when I attempt to live stream NFL Monday Night Football games on my smartphone using the XFINITY TV Go app?
Due to an NFL and Verizon Wireless contract agreement, these games are blacked out for everyone except Verizon customers using the NFL Mobile app. Please note that this content is still available via set-top box, tablet or through our partner sites, like WatchESPN.com.

Find this article at:

http://customer.comcast.com/help-and-support/xfinity-apps/xtv-go-app-download-feature-faqs/