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Unable to access premium channels that I subscribe to online via xfinity site or apps

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Unable to access premium channels that I subscribe to online via xfinity site or apps

I've dealt with three different customer service reps, had them check each time "if I subscribe to HBO", been told all the usual level one support baloney (have you tried reinistalling it? have you rebooted?) have been redirected and disconnected multiple times only to find out after googling thatt this problem is well know and is all over the net and these forums. 

 

I have tried all of these steps posted in this forum:

 

__________________________________________

 

When trying to watch videos online, an orange key appears and says a subscription is required but I am a subscriber to this network

 

Make sure that you are signed in with your Comcast.net e-mail address or Comcast ID.

 

If you are not signed in or are signed in with a non-Comcast account, our site will not be able to verify your subscriptions.

 

If you are signed in with your Comcast.net e-mail address or Comcast ID and are still having issues, please go here and see if the network you are trying to watch is listed under "Premium Networks you can access online" near the top of the page.

 

__________________________________

 

I am using the correct (only) user ID and password I have set up. I am able to watch HBO and Showtime on TV. I was previously able to watch them on my XBOX and android pad. Now I get the orange key and message that I need to subscribe. I cannot watch them on my PC or any of the previously mentioned devices.

 

I checked the diagnostic screen (the link was posted elsewhere in the forums. I showed two tv tuners and my android pad (only) under devices. I deleted that and I still cant access the premium networks on an of the online devices. I've deleted cookies, reinstalled and rebooted everything I could.

 

If I have to start from square one again with another call to regular support I'm going to lose it. Does anyone have any updates on a fix for this situation?

 

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Official Employee

Re: Unable to access premium channels that I subscribe to online via xfinity site or


SpareMeFromLvl1 wrote:

I've dealt with three different customer service reps, had them check each time "if I subscribe to HBO", been told all the usual level one support baloney (have you tried reinistalling it? have you rebooted?) have been redirected and disconnected multiple times only to find out after googling thatt this problem is well know and is all over the net and these forums. 

 

I have tried all of these steps posted in this forum:

 

__________________________________________

 

When trying to watch videos online, an orange key appears and says a subscription is required but I am a subscriber to this network

 

Make sure that you are signed in with your Comcast.net e-mail address or Comcast ID.

 

If you are not signed in or are signed in with a non-Comcast account, our site will not be able to verify your subscriptions.

 

If you are signed in with your Comcast.net e-mail address or Comcast ID and are still having issues, please go here and see if the network you are trying to watch is listed under "Premium Networks you can access online" near the top of the page.

 

__________________________________

 

I am using the correct (only) user ID and password I have set up. I am able to watch HBO and Showtime on TV. I was previously able to watch them on my XBOX and android pad. Now I get the orange key and message that I need to subscribe. I cannot watch them on my PC or any of the previously mentioned devices.

 

I checked the diagnostic screen (the link was posted elsewhere in the forums. I showed two tv tuners and my android pad (only) under devices. I deleted that and I still cant access the premium networks on an of the online devices. I've deleted cookies, reinstalled and rebooted everything I could.

 

If I have to start from square one again with another call to regular support I'm going to lose it. Does anyone have any updates on a fix for this situation?

 


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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