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Premium channels freeze on TV on the Internet

New Poster

Premium channels freeze on TV on the Internet

I have Showtime and HBO subscriptions.  Everytime I try to play a show, it shows the first introduction, then goes to a bigger screen and freezes.  It is just a black screen with the "play" symbol.  Clicking the play button does nothing.  I am able to play "hulu" channels like ABC but not the premium channels.  Please help!

New Poster

Re: xfinity tv problem with premium channels

I am having similar problems.  The show starts and then freezes.  What will fix that?  It was working a week ago.

Silver Problem Solver

Re: Premium channels freeze on TV on the Internet

couple of thigs to try.

 

1.  clear cache

2.  Clear cookies

3.  make sure you have the most updated version of microsoft silverlight

4.  Update flash

 

1. Log into Comcast Customer Central (the normal login to manage your account).

2. Go to: http://xfinity.comcast.net/profile/

3. Look to the right of the page (you may have to scroll down) under a box with the header "Devices & Diagnostics."

4. Scroll down within that box and click on the link called "Authorized PC devices."

5. You will see the following message: "In order to protect your account from abuse, there is a 3 device limit per Comcast Digital Cable subscription. Please manage your devices below. Removed devices can be added again upon next use."

6. When I navigated to this page, I discovered that the "3 devices" listed were ALL MY ONE SAME DEVICE I've been using to access my premium content (Showtime / HBO) online. Xfinity was not recognizing my various logins from the same device (my Mac) as such---but instead recognizing each subsequent login as a "new device." Apparently clearing the cache, etc. does not fix this.

7. I simply clicked "REMOVE" for all "three devices" (actually just my one device, but listed as "three devices" from three separate logins), thus completely clearing the list and thereby removing the block triggered by Xfinity's aforementioned "3 device limit."

8. I then logged out completely, cleared my cache just to be sure, launched Firefox again, accessed Xfinity TV online and guess what? Those annoying orange "locked" buttons have been replaced with pretty green "play" buttons once again, and I can watch my premium content online.

Official Employee

Re: Premium channels freeze on TV on the Internet


jmkelly40145 wrote:

I have Showtime and HBO subscriptions.  Everytime I try to play a show, it shows the first introduction, then goes to a bigger screen and freezes.  It is just a black screen with the "play" symbol.  Clicking the play button does nothing.  I am able to play "hulu" channels like ABC but not the premium channels.  Please help!


Not all videos may be working on Internet Explorer 9 32-bit or 64-bit versions. Our team is currently working on this issue.

 

In the meantime, please use one of these browsers to watch videos:

 

Goggle Chrome 16

 

Safari 5.1

 

Firefox 9.0

 

Please follow this thread for updates:

 

http://forums.comcast.com/t5/XfinityTV-Online-Help/Internet-Explorer-9-not-playing-videos/td-p/11420...

 

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




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