campus technical support guide - the university of ... · the upgrade button on the storefront lets...

Campus Technical Support Guide

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

Xfinity on Campus Overview

100+ live streaming channels, XFINTIY on Demand and premium channels anywhere on campus.


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.


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

Navigation

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.


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


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.


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.


• 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.


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

Support and Escalation

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 --

[email protected] (Staff only)

• @Xfinityoncampus or #Xfinityoncampus

• support.xfinityoncampus.com

• [email protected]


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.


Escalation Process Defined to best meet the needs of your school.


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.


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


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


For student issues that can’t be resolved, University Help Desk should have the student contact Comcast Support at:


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


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


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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