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Unable to Access Downloaded Content

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New Poster

Unable to Access Downloaded Content

I had 3 shows downloaded on my iPhone through the Xfinity Stream App. I just updated to IOS 11 and it deleted the Stream App. When I added the App back, the 3 shows still say they are downloaded when you view them but now say they are on an “unnamed device.” When I manage devices, it says there are no devices with content. I can’t return them and I can’t watch them! Help!!
Accepted Solution

Re: Unable to Access Downloaded Content

There's actually no need to sign out and back in. We checked your downloads back in remotely, so they should be available for re-download now. Signing out before deleting the app is definitely the way to go, but it sounds like you weren't given that opportunity when updating to iOS 11. Sorry for the trouble!

 

LHC

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61D7B6F2-517B-43F7-86DC-5A75D5532A6C.jpeg
New Poster

Re: Unable to Access Downloaded Content

Here is where it says there are no devices with content.
7158017E-5BB3-4223-87EE-8D1AA0D0842E.png
Service Expert

Re: Unable to Access Downloaded Content


Tenafulghum wrote:
Here is where it says there are no devices with content.

if you only ever download to one device normally logging out would fix it. would you try logging out of the app then log back in?




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New Poster

Re: Unable to Access Downloaded Content

I have signed out and signed in several times. It doesn’t realize that THIS device is the same device that these were downloaded to BEFORE the IOS update. They now say they are on an “unnamed device” and when you look on the devices management tab it says that no devices have downloads. See the pictures above
Service Expert

Re: Unable to Access Downloaded Content


Tenafulghum wrote:
I have signed out and signed in several times. It doesn’t realize that THIS device is the same device that these were downloaded to BEFORE the IOS update. They now say they are on an “unnamed device” and when you look on the devices management tab it says that no devices have downloads. See the pictures above

call 800-Comcast and select cable TV issues. Ask the representative to deprovision all the streaming devices. Or if you like I can ask for a Comcast employee to contact you on this forum thread.




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New Poster

Re: Unable to Access Downloaded Content

I called last night and they put in a ticket. When the recording called back today, I chose the option to speak with someone and every time the call was disconnected. Please have someone contact me on here. I would greatly appreciate it
New Poster

Re: Alternate way to delete downloaded content?

I have a post because I need something similar. Can you help me return content that is stuck? Thanks
Service Expert

Re: Unable to Access Downloaded Content


Tenafulghum wrote:
I called last night and they put in a ticket. When the recording called back today, I chose the option to speak with someone and every time the call was disconnected. Please have someone contact me on here. I would greatly appreciate it

I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread or via Private Message from a Comcast Official Employee.




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Service Expert

Re: Alternate way to delete downloaded content?


Tenafulghum wrote:
I have a post because I need something similar. Can you help me return content that is stuck? Thanks

have you tried logging off the app, uninstalling it. re-installing it, and logging back in? 




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Official Employee

Re: Unable to Access Downloaded Content

Hi, Tenafulghum - Please sign out and sign back in, you should no longer see any downloads. Let me know if you have any questions. 


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Problem Solver

Re: Unable to Access Downloaded Content

There's actually no need to sign out and back in. We checked your downloads back in remotely, so they should be available for re-download now. Signing out before deleting the app is definitely the way to go, but it sounds like you weren't given that opportunity when updating to iOS 11. Sorry for the trouble!

 

LHC




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