Xbox One S not playing all 4k blu-rays. Some work some don't.

Xbox One and Xbox One S are 1080P Gaming

Xbox One S will play 4K Blu Ray's

Xbox One X will play Game in 4K if they are Enhanced with 4K Support + 4k Blu Ray support

They Xbox One X will also Upscale on a 1080p screen so you will see some benefit of the Xbox One X

Update

There is none, one week later still no comments on the issue from Xbox management

Update

On Wed the 17th I had some hopeful news. I was contacted by management

Mark O'Conner

Xbox Management Team

I mailed back on the same day asking for any comments and thanking him for getting involved. Unfortunately it is now Tues the 23rd and no further information or a reply from Mark. I have today chased him up for confirmation of receipt of my mails and any
further info.

I can only wait with anticipation that somehow this issue will be fixed.

Another update, I have just read the following from Xbox

https://support.xbox.com/en-AU/xbox-one/console/disc-error

Some discs play, but others don't or get an error

If you're having a problem with a single disc but other discs are working fine, try these solutions.

Important for customers in North America and Europe As of 9/21/2016, if you are specifically having trouble with Ultra High Definition (UHD) Blu-ray discs with your Xbox One S console:

The Xbox One S fully complies with Ultra HD Blu-ray requirements; however, we are aware that a limited number of 4K Ultra HD Blu-ray movie discs manufactured earlier in 2016 may not play on the Xbox One S. This issue has since been
corrected, but if you are experiencing a problem playing a specific 4K Ultra HD Blu-ray movie disc, you can contact the customer service department of the title’s studio for support. Note that your console does not require repair or updates to resolve this
particular disc issue. If you need further assistance with this, please call us at 1-800-4-MY-XBOX (U.S. and Canada) or
contact Xbox support.

HOW CAN XBOX POST THIS ON THEIR SUPPORT PAGE. STATING I SHOULD CONTACT THE TITLE'S STUDIO. THIS IS OUTRAGEOUS. IF THE DISC PLAYS ON OTHER PLAYERS THEN XBOX NEEDS TO SORT IT OUT. HOW CAN THE TITLE'S STUDIO POSSIBLY HELP ME! ADDITIONALLY HOW CAN XBOX STATE
THE MACHINE DOES NOT NEED TO BE REPAIRED OR THE APP UPDATED TO FIX THIS LEAVES ME STUMPED AS TO HOW IT WILL MAGICALLY RESOLVE IT'S SELF. WARNER BROS WILL NOT BE RELEASING A DIFFERENT DISC TO FIX THIS, XBOX WHAT IS THIS?

THE XBOX ONE S IS A SYSTEM THAT ADVERTISES TO BE ABLE TO PLAY 4K BLU RAY DISCS, NOT ONLY SOME OF THEM!

Latest, I would like to say that Xbox support has got in touch with me to continue with the issue I raised on Boxing day! But no, no emails, no replies, just nothing!

So I again took it upon myself to chase up and look into.

I was waiting on the Xbox Offline support team to confirm, a Xbox One S could play any of the titles I was having issues with (i.e BvS, Westworld, Valerian....) as they had taken weeks with this check, with no reply or comment. I decided to see if any You
Tubers had any of the titles and could check on their Xbox One S. I contacted 4 different you tubers that showed they had one of my films in 4K and they had an Xbox One S to play it on. It took a couple of weeks but after a few comms I got a kind You Tuber
to check and confirm that Batman v Superman could still play on their system. Finally I have made some progress.

With this new info I could confirm that the app 'Blu Ray' Player on the Xbox had the correct code to play these blu rays I was having issues with. This left the possibility that my drive was 'Selective Reading' and would to be looked at for a repair.

Great I thought I have a repair order I can use that was set up back at the beginning of my comms with support. Unfortunately I checked and that repair order was now out of date. I therefore followed up with support, initiating a new Chat window a new person
in support and a very length chat on what had happened and what I believed needed to happen next. My request was to reset up a new repair order so that I could send in my system for investigation and repair. I spoke with John O. who, after a time, confirmed
he would cancel my last repair order and set up a new one. He further confirmed that he would email to confirm when done and follow up after that mail to check I had sent it off ok.

I waited a while then saw a mail come in from him confirming that a new order had been processed. I then went to the page I had previous gone to, to get the delivery label and see the status of the order.

https://support.microsoft.com/en-us/devices

I could see the old order, but no new order. I therefore waited a day and saw still no new order. I could now see that my old order had been updated as cancelled but nothing on the new order. That I was supposed to follow up on today. Because I had told
John that I would follow up on this straight away, I was concerned that maybe there had been an issue setting up the new order.

I then decided to reply to John's mail with a request to confirm the new repair order ref. This mail was sent yesterday and today no reply had been received. I therefore checked one final time before connecting to yet another 'Chat' window with support.

Another hour spent talking now with Aldrin C. I was told that it could take 24hrs for the new repair order to be set up and I should wait a little longer. I stated that I will now wait until tomorrow before I chase up with any further concerns. Further stating
that if I have a mail form John O stating it had been done that I thought I should be able to see it in the online system.

I have obviously lost all confidents in getting replies, or that support are doing anything they say they are doing. As through out the whole process I have been asked the strangest of questions from the support team. Especially when they have stated "I
have read all the notes and I'm up to speed on your issue"

1. So it states here that you have sent in your system, had it returned and there is still an issue with your system and want to send it in again - No my reply, I have not sent in this system but would now like to.

2. So all your discs don't work in your system - No I reply, as mentioned many many times before some discs work some don't

3. So have you confirmed the discs work in another player - Yes I reply, I have mentioned this many times throughout the process.

And so on, it seems the notes on my account must be only in part to have to go over so much each time I speak with someone in the support team. Talking about speaking with support contacts so far I have spoken with:

Joan D. - First contact, told I would get a mail from them to further the issue. But didn't get a mail for over a week in which time I had spoken to two other contacts

Jezz V. - I tried to further the issue chase up but nothing really came of this chat

Cerisse - Spoke with mentioned that Joan had not been in touch and I thinkthey chased him up as I got a mail pretty quickly after this chat

Mark O'Conner - mailed me in reply to one of my many mails back to Joan D. chasing him up for any information be it no update or good news. Had to send one marked as urgent as I was getting no replies. Mark O'Conner's mail stated that if I had any further
concerns I should reply to him via mail. I replied immediately asking for any news on the current situation and asking for a slightly more regular communication. Surprise, surprise no reply, NOTHING! I got a mail from management stating sorry and asking what
they could help with. I spent time updating him and sending additional mails showing the lack of response from his team. This did not help at all still nothing no updates no further mails.

Mark C. - Updated him by connecting to another Chat window. Stated my frustration and got the reassurance that he would champion this issue stay on top of it and keep me looped in on updates. Stating further that he would email
me a link to use for any reconnection to the chat window. Which I thought would connect to him directly, expecting this link would allow him to stay involved and support with my resolution. He finally wrapped up by stating he would have an update with in 12
to 24 hours. I got the link but no update and I then waited another week. Still nothing.

John O. - I told him that I had confirmed with a you tuber that he could play one of the discs I had issues with which meant we should proceed with the repair order. He stated he would cancel the last rep[air order and then set up a new one. After a lot
of back and forth. I was also informed he would email confirmation when this was done and that he would follow up on that mail with another on asking if I had been able to send the system. I have had the first mail but no reference numbers and when I check
online to see if the order has been set up I can not see it. I can see my last order cancelled stating the system was fixed so I decided to open another chat window to check.,

Aldrin C. - told me that the repair order had been set up and that I needed to wait 24hrs for it to come through. I stated my concerns about seeing the cancellation, seeing the old order stated the system was fixed (which it is not) and that possibly there
had been a problem setting up the new order. He asked me to wait the 24hrs. Even though I had a mail stating it was already done.

My concern at this point is I don't want the failings of the support team to delay this issue further. I can't tell you how much time I have wasted on this issue. If I was working at the moment I really would not have had the time to follow up on this as
much as I have had to.

So far, opened on the 31/12, it's now the 8th of Feb, over a month later. Still no outcome, at least 7 different support team members, over 19 diff mails sent. Many unanswered with no reply and the ones I had replies had no real impact on furthering the
issue. This whole ordeal has been very stressful.

Please if anyone from Xbox reviews this, please look into my case and ask the question who was supposed to fix this, who was supposed to keep me informed and why has it taken so, so long!

Happy to support with any investigation in the hope others don't have to go through this.