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Xfinity Stream on Roku Missing all my HD channels???

New Poster

Xfinity Stream on Roku Missing all my HD channels???

I signed up for xfinity a few days ago.  Everything was working great on my Roku.  When I went to live Tv, only the channels I was subscribed to showed up.  I could watch every channel I was subscribed to w/o issue on my roku.

Now, I am having problems..

Lots of channels now show up under LiveTv which I am not subscribed to.  More importantly ALL of my HD channels are missing.  When I search for one of the missing channels it says channel not found. When I filter the channels, i no longer have the options of choosing HD channels.

 

The missing channels still show up and work w/o issue on both my phone and PC using xfinity stream.

Service Expert

Re: Xfinity Stream on Roku Missing all my HD channels???


cashedoutent wrote:

I signed up for xfinity a few days ago.  Everything was working great on my Roku.  When I went to live Tv, only the channels I was subscribed to showed up.  I could watch every channel I was subscribed to w/o issue on my roku.

Now, I am having problems..

Lots of channels now show up under LiveTv which I am not subscribed to.  More importantly ALL of my HD channels are missing.  When I search for one of the missing channels it says channel not found. When I filter the channels, i no longer have the options of choosing HD channels.

 

The missing channels still show up and work w/o issue on both my phone and PC using xfinity stream.


generally you can logout of the app, uninstall it. then install it again and login and the app will return to working again.




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New Poster

Re: Xfinity Stream on Roku Missing all my HD channels???

I have done that and also powered down, etc.
Service Expert

Re: Xfinity Stream on Roku Missing all my HD channels???


cashedoutent wrote:
I have done that and also powered down, etc.

logout of the app. call 800-Comcast and select billing. ask the billing representative to do a deep background database refresh (will take about an hour). then login and see if it fixed the problem.




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Admin1

Re: Xfinity Stream on Roku Missing all my HD channels???

Hi cashedoutent -- I can help with your channel issue. I did want to check in first to see if this issue has cleared itself or not. 




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New Poster

Re: Xfinity Stream on Roku Missing all my HD channels???

I am having the same problem. I was able to get HD channels on Rokuy before, but not anymore. Still able to get HD channels on the iPad app.

Service Expert

Re: Xfinity Stream on Roku Missing all my HD channels???


frakseno wrote:

I am having the same problem. I was able to get HD channels on Rokuy before, but not anymore. Still able to get HD channels on the iPad app.


on your monthly cable bill, do you see a line for Hd technology fee $10 ?  




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Frequent Visitor

Re: Xfinity Stream on Roku Missing all my HD channels???

This problem occurs for me as well.  All was well on the Stream app for a time, but after a restart the HD channels disappeared.  My cable package includes HD but there's no separate HD charge on my bill.  This is apparently not an uncommon  problem.  What should I do or ask for?

Service Expert

Re: Xfinity Stream on Roku Missing all my HD channels???


Rsolie wrote:

This problem occurs for me as well.  All was well on the Stream app for a time, but after a restart the HD channels disappeared.  My cable package includes HD but there's no separate HD charge on my bill.  This is apparently not an uncommon  problem.  What should I do or ask for?


do your local rebroadcast channels appear in HD?




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Frequent Visitor

Re: Xfinity Stream on Roku Missing all my HD channels???

No local channels, or any other channels, appear in HD.  The app worked fine until yesterday even though I have no HD line on my bill.  When I call support what do you suggest I tell the CSR?

 

Thanks for your help it's a real public service.

Service Expert

Re: Xfinity Stream on Roku Missing all my HD channels???


Rsolie wrote:

No local channels, or any other channels, appear in HD.  The app worked fine until yesterday even though I have no HD line on my bill.  When I call support what do you suggest I tell the CSR?

 

Thanks for your help it's a real public service.


a couple of months ago the decision was made to stop HD if there was no separate bill line for HD technology. I suspected it was a billing test that would later be a separate line for Roku outlet charge (currently free) but again, just my guess. The question came up when the HD went away and the answer was 'if' HD was included in the subscriber's package but not charged separately then the Roku would not have HD access. That's where the subject has stayed. I doubt any CSR could fix it while in beta.




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Frequent Visitor

Re: Xfinity Stream on Roku Missing all my HD channels???

Rustyben and ComcastPhil (and others):

After some time on the phone with a first-level CSR he discovered that HD authorization cannot be added to my account because I'm using a CableCard device for TV tuning and not a Comcast STB.  So I'm out of luck I guess for using the Stream beta on a ROKU.  There are alternatives, so no big whoop, but still a PITA.  HD works elsewhere for me but not for this app on ROKU.  Five days ago my account was modified to "Digital Starter" without telling me (by whom is not clear) and that seems to be what caused HD on the Stream app to stop working.  Go figure.  This is all still pretty murky so I'll keep trying.  Any thoughts?

Official Employee

Re: Xfinity Stream on Roku Missing all my HD channels???

Hi Rsolie, I can look into getting HD added on your account for you, please let me know and we can try.

 

Thank you




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Frequent Visitor

Re: Xfinity Stream on Roku Missing all my HD channels???

Hi ComcastPhil:

No love from a billing rep and a technical rep this morning.  Nice folks, but zero luck.  There's also confusion on line as to what's actually needed for the app: it's only available for internet only customers; you need both a cablecard and an STB; HD doesn't work on the app if you have a cablecard; and just this morning, the cablecard doesn't get HD at all (Take that, Tivo bums!).  I'm done, I think, unless other information surfaces while I'm selling my ROKUs.

 

I been using a Silicondust HDHomerun Prime with a cablecard to an Amazon Fire TV running KODI with an extension for live TV. It has all worked like a champ is worth repeating.  Thanks again and if you persist in a solution good luck.

New Poster

Re: Xfinity Stream on Roku Missing all my HD channels???


Rustyben wrote:

frakseno wrote:

I am having the same problem. I was able to get HD channels on Rokuy before, but not anymore. Still able to get HD channels on the iPad app.


on your monthly cable bill, do you see a line for Hd technology fee $10 ?  


I don't have the $10 change on my bill, but the HD works on every other device othen than Roku.

Service Expert

Re: Xfinity Stream on Roku Missing all my HD channels???


frakseno wrote:

Rustyben wrote:

frakseno wrote:

I am having the same problem. I was able to get HD channels on Rokuy before, but not anymore. Still able to get HD channels on the iPad app.


on your monthly cable bill, do you see a line for Hd technology fee $10 ?  


I don't have the $10 change on my bill, but the HD works on every other device othen than Roku.


Comcast has decided that Roku would not include HD channels while in beta if there is no separate fee paid on the bill (a rate code) for HD technology fee $10.00 per month.




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Official Employee

Re: Xfinity Stream on Roku Missing all my HD channels???

 

frakseno, the information that (Rustyben) provided is correct. If you would like for me to add HD services to your account please reach back out to me here, or you can add a qualifying TV package online. 




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