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CNN LiveTV subscription required error

Frequent Visitor

CNN LiveTV subscription required error

I have CNN on my TV at home, but when I try to login online toCNN and watch it live. it gives me an error stating I do not have a subscription. I called support line and they said my package must be old because it doesn't show those channels listed for me. I have always had CNN and a few others...

 

Help!

 

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Regular Visitor

Re: CNN LiveTV subscription required error

I have exact same issue

Official Employee

Re: CNN LiveTV subscription required error

Try deleting your cookies and cache and then try again.

 

If that does not work, try using a different web browser and let me know if it works. This is not a permanent solution but it will help us narrow down your issue.

 

Let me know the results.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Frequent Visitor

Re: CNN LiveTV subscription required error

I have done this and still get the same error message, even with another browser (firefox).

Official Employee

Re: CNN LiveTV subscription required error


pazzagatto wrote:

I have done this and still get the same error message, even with another browser (firefox).


Do any other live channels work for you on XFINITYTV.com?

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Regular Visitor

Re: CNN LiveTV subscription required error

hbo go works fine for me.

 

I tried uninstalling/reinstallin app....tried directly from cnn.com webpage on different computers same issue....

Frequent Visitor

Re: CNN LiveTV subscription required error

truTV is another one I get at home on my TV but says I need a subscription on the xfinity site. when I follow the link for the error it takes me to xfinity to sign up for a upgraded cable package.

Frequent Visitor

Re: CNN LiveTV subscription required error

So to answer your question fully... the channels I get at home that do not work on liveTV are CNN, TruTV, Comedy Channel. 

 

The ones that work on liveTV are Animal Planet, Food Network, A&E, AMC, CW... All the others are on the basic cable package and work fine (like abc, nbc, cbs, fox).

Thanks,

Todd

Official Employee

Re: CNN LiveTV subscription required error

 

 

 

 

 


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Regular Visitor

Re: CNN LiveTV subscription required error

I am referring to CNN app. I am also referring to cnn.com where I should be able to choose comcast and enter credential and watch live cnn.

 

On Xfinity.com/tv under live channel I see only ESPN, ESPN2, ESPNU and no CNN or HLN when I log in.

Frequent Visitor

Re: CNN LiveTV subscription required error

I have tried 2 ways, http://xfinitytv.comcast.net/tv-networks/CNN/46/main is one way to get to cnn (and the others as well).

Also http://www.cnn.com/video/#/video/cvptve/cvpstream1 when I log in with comcast account I get the error.

Official Employee

Re: CNN LiveTV subscription required error


pazzagatto wrote:

I have tried 2 ways, http://xfinitytv.comcast.net/tv-networks/CNN/46/main is one way to get to cnn (and the others as well).

Also http://www.cnn.com/video/#/video/cvptve/cvpstream1 when I log in with comcast account I get the error.


We are currently having some issues with CNN and HLN and have removed them while we fix them. I will update you when they have been added.

 

Sorry for the inconvenience,

Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Official Employee

Re: CNN LiveTV subscription required error

Hi all,

 

CNN is now working properly. Please try watching it now and let me know if you are still having issues.

 

EDIT (7/12 12:00 PM EST): I jumped the gun. We are still seeing some issues. This will be resolved shortly. I will keep you up-to-date. Sorry.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Frequent Visitor

Re: CNN LiveTV subscription required error

I am still getting the same error:

Regular Visitor

Re: CNN LiveTV subscription required error

Any update?

Official Employee

Re: CNN LiveTV subscription required error


jpm777 wrote:

Any update?


No update as of now but our team is still working on it.

 

Sorry,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Regular Visitor

Re: CNN LiveTV subscription required error

Doens't look like its ever gonna fix :-(

Official Employee

Re: CNN LiveTV subscription required error


jpm777 wrote:

Doens't look like its ever gonna fix :-(


Try it now and let me know the results:

 

http://xfinitytv.comcast.net/live/network/cnn

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Frequent Visitor

Re: CNN LiveTV subscription required error

Still has the same error.... 

Official Employee

Re: CNN LiveTV subscription required error


pazzagatto wrote:

Still has the same error.... 


I have our team further looking into your issue. I will let you know when I know more.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Regular Visitor

Re: CNN LiveTV subscription required error

The problem is it doesn't recognize that we already have CNN subsciption and still ask for upgrade....

Frequent Visitor

Re: CNN LiveTV subscription required error

Exactly!   that is exactly what the problem is!

New Poster

Re: CNN LiveTV subscription required error

I am having the same problem now too with CNN and HLN.

Official Employee

Re: CNN LiveTV subscription required error


bdalton wrote:

I am having the same problem now too with CNN and HLN.


Try deleting your cookies and cache and then try again. If the issue is still occurring, try using a different web browser and let me know if it works (This is not a permanent solution but it will help us narrow down your issue).

 

If it is still not working, please answer the questions below:

 

Are the channels working on your TV?

 

Have you recently changed anything in your service?

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Regular Visitor

Re: CNN LiveTV subscription required error

"

This network is not included in your current XFINITY® TV subscription*.

Upgrade your service now to watch this network"

 

 

BUT Its already included. When are you going to fix this?

Official Employee

Re: CNN LiveTV subscription required error


jpm777 wrote:

"

This network is not included in your current XFINITY® TV subscription*.

Upgrade your service now to watch this network"

 

 

BUT Its already included. When are you going to fix this?


Our team is looking into your issue now. Someone will contact via phone within the next 72 hours. If they do not reach you, they will leave a message so please check your messages.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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New Poster

Re: CNN LiveTV subscription required error

Does Comcast ever intend to fix this error?

 

I've been having the same issue for MONTHS.  Finally got around to contacting Comcast 2 weeks ago & I've gotten nothing but the run-around since.

 

Your online chat "Technical Support" are useless & after contacting them 3-4 times I finally called.  After calling 2-3 times & always getting a different answer, I got someone who said they'd submit a trouble ticket and I would get a call back.  I finally get a phonecall today at work (even though they asked when to call & I said at night after 6) & you tell me that even though I have CNN I don't have the correct "package" and that I can call sales to upgrade what I have.

 

Nowehere on the CNN site does it say it has to be a particular package.  It clearly states as plain as day that if you have CNN you can watch it on your iPhone or iPad.  I have a subscription to Comcast, I have CNN...WHAT IS THE PROBLEM???

I've Googled this & many people are having the same issue (that's how I found this thread) & Comcast keeps saying they're working on an issue, but here it is and no issue is in sight.

 

I need a resolution ASAP.  DirecTV or Dish Net is looking better each & every day.

 

Joey B

Official Employee

Re: CNN LiveTV subscription required error


Joeyoey wrote:

Does Comcast ever intend to fix this error?

 

I've been having the same issue for MONTHS.  Finally got around to contacting Comcast 2 weeks ago & I've gotten nothing but the run-around since.

 

Your online chat "Technical Support" are useless & after contacting them 3-4 times I finally called.  After calling 2-3 times & always getting a different answer, I got someone who said they'd submit a trouble ticket and I would get a call back.  I finally get a phonecall today at work (even though they asked when to call & I said at night after 6) & you tell me that even though I have CNN I don't have the correct "package" and that I can call sales to upgrade what I have.

 

Nowehere on the CNN site does it say it has to be a particular package.  It clearly states as plain as day that if you have CNN you can watch it on your iPhone or iPad.  I have a subscription to Comcast, I have CNN...WHAT IS THE PROBLEM???

I've Googled this & many people are having the same issue (that's how I found this thread) & Comcast keeps saying they're working on an issue, but here it is and no issue is in sight.

 

I need a resolution ASAP.  DirecTV or Dish Net is looking better each & every day.

 

Joey B


Someone from our team is still working on your issue. Someone will reach out to you shortly.

 

Sorry for the inconvenience,
Joe
XfinityTV.com/Xfinity.com Support


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Frequent Visitor

Re: CNN LiveTV subscription required error

Hi- I started having the same problem a yesterday. After months of watching CNN on my iPad via the CNN app, know get an XFinity message that I need to upgrade my subscription services. This is inaccurate and I've verified with Comcast that I do and should be receiving the CNN channel... I can login through the HBO app with out any problems- this is a sudden problem with CNN and Disney apps.

Official Employee

Re: CNN LiveTV subscription required error


Mvollono wrote:

Hi- I started having the same problem a yesterday. After months of watching CNN on my iPad via the CNN app, know get an XFinity message that I need to upgrade my subscription services. This is inaccurate and I've verified with Comcast that I do and should be receiving the CNN channel... I can login through the HBO app with out any problems- this is a sudden problem with CNN and Disney apps.


Try logging out of the apps and then sign in again. Now try watching CNN or Disney.

 

If that does not work, try deleting the apps and then install it again.

 

These methods work as a refresh of sorts and can resolve this problem.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support


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Frequent Visitor

Re: CNN LiveTV subscription required error

I have already deleted and reinstalled the CNN app; the problem continues. I am not sure what you mean by "logging out" of them, as I can't log in properly. I'm prompted to login about half the anyway- leads me to believe that the logout is automatic after a certain amount of time being inactive. I will try the reinstall process with the Disney app, but, as I said, have had o luck doing that with the CNN app. My OS is also updated.

Official Employee

Re: CNN LiveTV subscription required error


Mvollono wrote:

I have already deleted and reinstalled the CNN app; the problem continues. I am not sure what you mean by "logging out" of them, as I can't log in properly. I'm prompted to login about half the anyway- leads me to believe that the logout is automatic after a certain amount of time being inactive. I will try the reinstall process with the Disney app, but, as I said, have had o luck doing that with the CNN app. My OS is also updated.


Our team is looking into your issue now. Someone will contact via phone within the next 72 hours. If they do not reach you, they will leave a message so please check your messages.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support


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New Poster

Re: CNN LiveTV subscription required error

I am now having the same issue.  I have been using the app everyday since it came out.  Usually deleting the app and reloading fixes any problems I may have. Not this time.  How do I fix?

Official Employee

Re: CNN LiveTV subscription required error


Lcb824 wrote:

I am now having the same issue.  I have been using the app everyday since it came out.  Usually deleting the app and reloading fixes any problems I may have. Not this time.  How do I fix?


Our team is looking into your issue now. Someone will contact via phone within the next 72 hours. If they do not reach you, they will leave a message so please check your messages.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support


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Frequent Visitor

Re: CNN LiveTV subscription required error

I have not received a message on my phone associated with my account. I do have a Cotelephone phone but have not set up any vm on it. The phone associated with my account is my cell anI I have no messages there. Please advise. Thanks.

New Poster

Re: CNN LiveTV subscription required error

hi, i am having the same issue. Got message:

 

This network is not included in your current XFINITY® TV subscription*.
 
Upgrade your service now to watch this network
 
UPGRADE NOW
 
Which i don't need to do since im watching CNN live on all my devices except Ipad.
i'we already tried all the suggested actions found in this page with no success.
also i noticed that the problem hasn't been resolved in more than one year. how would you comment on that?

 

 

Official Employee

Re: CNN LiveTV subscription required error


MarcoPix wrote:

hi, i am having the same issue. Got message:

 

This network is not included in your current XFINITY® TV subscription*.
 
Upgrade your service now to watch this network
 
UPGRADE NOW
 
Which i don't need to do since im watching CNN live on all my devices except Ipad.
i'we already tried all the suggested actions found in this page with no success.
also i noticed that the problem hasn't been resolved in more than one year. how would you comment on that?

 

 


Our team is looking into your issue now. Someone will contact via phone within the next 72 hours. If they do not reach you, they will leave a message so please check your messages.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support


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New Poster

Re: CNN LiveTV subscription required error

I have been having the same exact problem from months.

"

This network is not included in your current XFINITY® TV subscription*.
 
Upgrade your service now to watch this network
 
UPGRADE NOW"
 
Please advise how to fix the problem.
 
 
Official Employee

Re: CNN LiveTV subscription required error


tk96 wrote:

I have been having the same exact problem from months.

"

This network is not included in your current XFINITY® TV subscription*.
 
Upgrade your service now to watch this network
 
UPGRADE NOW"
 
Please advise how to fix the problem.
 
 

Are you signing in with your Comcast.net e-mail address or Comcast ID?

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support


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Frequent Visitor