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Have you checked the app for any updates?
It does not look like the Comcast computer can check your account for either your level of cable service, or possibly the added device. I aasume you can watch normal cable on your TV at home.
I have sent you a Private Message to further assist you.
Maybe sending a public message with the solution would be better than a private message to select individuals.
Assuming you are referring to ComcastElena sending private messages, you might be wasting your time there as well. ComcastElena hasn't posted to the forums since September of 2016. Probably means she's no longer with Comcast, so that might mean your request is falling on deaf ears.