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Tv App say "It looks like you're out of your home network"

New Poster

Tv App say "It looks like you're out of your home network"

I installed the Xfinity TV app on my iPad2 and iPhone 6.  Both worked fine for two days.  Today, I keep getting "Looks like your out of your home network" messages.  I am connected to my network SSID and verified the connection by using both the Xfinity TV Remote app and Xfinity TV Go app.  I've uninstalled the TV app and reinstalled it several times in addition to powering down the devices and starting them up again.  At one point, it gave me a 30001 error code only once.  Calls to customer support only resulted in a recommendation to reset the X1 box by turning the power off.  Nothing has worked.  I am running iOS 8.1.1.  Help, please?

Tags (3)
New Poster

Tv App say "It looks like you're out of your home network"

I installed the Xfinity TV app on my iPad2 and iPhone 6.  Both worked fine for two days.  Today, I keep getting "Looks like your out of your home network" messages.  I am connected to my network SSID and verified the connection by using both the Xfinity TV Remote app and Xfinity TV Go app.  I've uninstalled the TV app and reinstalled it several times in addition to powering down the devices and starting them up again.  At one point, it gave me a 30001 error code only once.  Calls to customer support only resulted in a recommendation to reset the X1 box by turning the power off.  Nothing has worked.  I am running iOS 8.1.1.  Help, please?

Tags (1)
Valued Contributor

Re: Tv App say "It looks like you're out of your home network"

Last I head you can only watch the app if you are at home, you cant watch it out of your house. It sounds like it is not really for 'anywhere' TV, it is mainly to replace a cable box in your house ( so you dont have to rent it)
New Poster

Re: Tv App say "It looks like you're out of your home network"


robandmar wrote:
Last I head you can only watch the app if you are at home, you cant watch it out of your house. It sounds like it is not really for 'anywhere' TV, it is mainly to replace a cable box in your house ( so you dont have to rent it)


True.  I am trying to use the TV app at home.  I am connected to my home wifi network which then connected to the Xfinity modem from my router.  The app even shows connected on the same screen when I get the error: 

 

https://files.secureserver.net/0ssvPtcfAXkvKT

Tags (3)
New Poster

Re: Tv App say "It looks like you're out of your home network"

Same issue!
New Poster

Re: Tv App say "It looks like you're out of your home network"

I got same problem both from PC and IOS app. It was working before. I powered down the cable modem then powered back, still not working.

Official Employee

Re: Tv App say "It looks like you're out of your home network"

This is a known issue and our engineers are working on a fix.  There is nothign you can do on your end to fix this. 





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Problem Solver

Re: Tv App say "It looks like you're out of your home network"

I'm getting the same error.  Ironically I can watch a program I have set up on the DVR.  it's only when trying to watch a program from the guide do I get this error message.

Official Employee

Re: Tv App say "It looks like you're out of your home network"


AlanD wrote:

I'm getting the same error.  Ironically I can watch a program I have set up on the DVR.  it's only when trying to watch a program from the guide do I get this error message.


   You dont need to be connected to your home network to watch and download completed recordings.  In order to watch live TV or On demand content you need to be on your home network.   This is an issue we are aware of. 





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New Poster

Re: Tv App say "It looks like you're out of your home network"

Bah humbug!

Regular Visitor

Re: Tv App say "It looks like you're out of your home network"

Great that's helpful
Regular Visitor

Re: Tv App say "It looks like you're out of your home network"

I was able to reinstall the app yesterday and it works fine now.
Regular Contributor

Re: Tv App say "It looks like you're out of your home network"

Is this known issue ongoing? I cannot connect on any of my devices today.
New Poster

Re: Tv App say "It looks like you're out of your home network"

Getting an error message 12012 - subscription required
Official Employee

Re: Tv App say "It looks like you're out of your home network"


tstevensufl96 wrote:
Is this known issue ongoing? I cannot connect on any of my devices today.

  Are you still seeing this issue?





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Official Employee

Re: Tv App say "It looks like you're out of your home network"


G_N wrote:
Getting an error message 12012 - subscription required

 Are you getting this error on all channel or only select channels?





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Problem Solver

Re: Tv App say "It looks like you're out of your home network"

In my case the Xfinity TV app is now working fine across all my devices.

 

THANKS!

New Poster

Re: Tv App say "It looks like you're out of your home network"

Alright!  The app is reliably working on all of my devices and recognized as correctly being connected through my home network/  Thanks for everyone's help.

Regular Contributor

Re: Tv App say "It looks like you're out of your home network"

My app appears to be working now too!
New Poster

Re: Tv App say "It looks like you're out of your home network"

It has now started working - nice feature!
Regular Visitor

Re: Tv App say "It looks like you're out of your home network"

I have downloaded the app on my ipad, ipod and android with the same error.

 

"Looks like you're no longer on your in-home network.
As a result, some functionality may not be available." 

 

I also tried it on my computer but it says the same thing. I am at home so it should work!! 

Official Employee

Re: Tv App say "It looks like you're out of your home network"


kgarliss wrote:

I have downloaded the app on my ipad, ipod and android with the same error.

 

"Looks like you're no longer on your in-home network.
As a result, some functionality may not be available." 

 

I also tried it on my computer but it says the same thing. I am at home so it should work!! 


  I see two cable modems on your account. can you tell me which one is active?  I see an arris wireless gateway and cisco cable modem.  





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Regular Visitor

Re: Tv App say "It looks like you're out of your home network"

The app is working ok for me now, but one issue has come up recently. All the recordings on my DVR do not show up in my recordings list in the app. Any idea why and if there is some fix for this? Thanks.

Official Employee

Re: Tv App say "It looks like you're out of your home network"


Jimbo18 wrote:

The app is working ok for me now, but one issue has come up recently. All the recordings on my DVR do not show up in my recordings list in the app. Any idea why and if there is some fix for this? Thanks.


   There is no fix for this, they could have failed to record to the cloud due to several reasons (power failures, outages, not enough stored. corrupt file, etc..)





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Regular Visitor

Re: Tv App say "It looks like you're out of your home network"

Thanks for the quick reply. None of those issues seem like they could have happened though. It seems quite strange to me.

Official Employee

Re: Tv App say "It looks like you're out of your home network"


Jimbo18 wrote:

Thanks for the quick reply. None of those issues seem like they could have happened though. It seems quite strange to me.


  You wouldn't know if these issues occured on our servers. 





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Contributor

Re: Tv App say "It looks like you're out of your home network"

Having issue with the app and website. Getting "Out of Home" even though I'm connected to my home network. Tried logging out and in to no avail.
Official Employee

Re: Tv App say "It looks like you're out of your home network"


omendoza7 wrote:
Having issue with the app and website. Getting "Out of Home" even though I'm connected to my home network. Tried logging out and in to no avail.

   Please power cycle your modem and then try again.    Let me know if you are still getting the out of home message. 





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Contributor

Re: Tv App say "It looks like you're out of your home network"

It's working now. So the next time it happens do I just reset the modem?
New Poster

Re: Tv App say "It looks like you're out of your home network"

I have reset my modem and confirmed that my internet, TV, and voice are all working but I am still receiving this same error. It may be coincidence but this happened at exactly 02:00 this morning. Is this a problem on my end or are you still working on the issue on your side? Thanks,

Official Employee

Re: Tv App say "It looks like you're out of your home network"


jeromepy wrote:

I have reset my modem and confirmed that my internet, TV, and voice are all working but I am still receiving this same error. It may be coincidence but this happened at exactly 02:00 this morning. Is this a problem on my end or are you still working on the issue on your side? Thanks,


  Issues on our side, I will escalate to our support teams. 





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New Poster

Re: Tv App say "It looks like you're out of your home network"

I am experiencing the same exact issue.  Out of home even though I am sitting on my couch.  Can someone with knowledge of how to fix this contact me?  Customer support was clueless on the phone.

Regular Contributor

Re: Tv App say "It looks like you're out of your home network"


None of my devices are working now. Error 10614 on iPhone and 10600 on the iPad. Please help!
Official Employee

Re: Tv App say "It looks like you're out of your home network"


carpsalad2000 wrote:

I am experiencing the same exact issue.  Out of home even though I am sitting on my couch.  Can someone with knowledge of how to fix this contact me?  Customer support was clueless on the phone.


  There are two cable modems on your account, can you tell me which device your wireless router is connected to?  





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New Poster

Re: Tv App say "It looks like you're out of your home network"

Forgot to update earlier: Issue for me had been resolved. Thank you!
Regular Contributor

Re: Tv App say "It looks like you're out of your home network"

I'm getting the out of home issue again after the lastest app update - worked fine yesterday for me while laying in bed now I can't watch anything again.  This keeps happening on the app, I'm able to watch things on the TV to go app as well as use the remote app to change the channel.  The downside to both of those apps is they work over the internet and not directly on the home network like the X1 TV app does.  I've logged out and logged in several times with no luck I have to assume the problem is with Comcast again and not anything on my end as everything works.  Both my Home system and it's router were updated today as well.

Frequent Visitor

Re: Tv App say "It looks like you're out of your home network"

I am trying to watch live TV on my home network. I have done this several times but now I am getting an error message. The message reads, " The video you are attempting to access is only available when you are connected to your in-home network."

 

So add me to the list of victims. 

 

I have a Motorola Surfboard SB6183 Cable Modem, one main X1 DVR and a mini X1 box. 

 

 

 

 

 

 

New Poster

Re: Tv App say "It looks like you're out of your home network"

Doesn't anybody solve problems?

at home, attached to "home network", iPone6, getting Network Unavailable :: Error 3305"

chg DNS to 75.75.75.75, renewed license, took down xfinity app and restarted 

No help, still get error

PS my comcast subscription support all the streaming channels in app, 

weather channel works; MSNBC Does not

WHY comcast

Official Employee

Re: Tv App say "It looks like you're out of your home network"


Noname3 wrote:

Doesn't anybody solve problems?

at home, attached to "home network", iPone6, getting Network Unavailable :: Error 3305"

chg DNS to 75.75.75.75, renewed license, took down xfinity app and restarted 

No help, still get error

PS my comcast subscription support all the streaming channels in app, 

weather channel works; MSNBC Does not

WHY comcast


  Are you still seeign this issue?  Is it only on MSNBC?  Do all other channels work?





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New Poster

Re: Tv App say "It looks like you're out of your home network"

I have been having this problem since June 8.  No one at Comcast can resolve the problem.  On my iMac desktop connected to my home wireless via Safari, I am unable to view certain content.  I have a big purple banner that reads "Out of Home" and when I try to watch the content, the screen pops up and says "Out of Home" looks like you're no longer on your in-home network.  As a result, some functionality may not be available.  Then it prompts me to hit "Retry" or "OK"

 

Nothing then happens.  I have worked with several techs who tell me that my wireless network settings are fine.  No one knows how to resolve this.

Frequent Visitor

Re: Tv App say "It looks like you're out of your home network"

My issue was resolved by Comcast. It is a comcast issue and you cannot fix it yourself. The first representative inferred that is was my equipment since I own my modem and have it connected to my personal router. This was an attempt to blame the end user since the rep could not solve the problem. I was told that I should get a Comcast modem router combo and my problem would be solved. Nonsense, after several calls and after speaking with a different rep, Comcast acknowledged that it was their issue and all I could do is wait for them to fix the problem. They did. 

 

So, just get a ticket number and keep checking with Comcast until it is resolved. Also, ask for a credit since you are paying for a service that you currently cannot use.

Official Employee

Re: Tv App say "It looks like you're out of your home network"

Please try these steps

http://customer.xfinity.com/help-and-support/xfinity-apps/xfinity-tv-app-unable-to-connect/





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New Poster

Re: Tv App say "It looks like you're out of your home network"

Thanks ComcastChad but it didn't fix it.  The problem is not happening on the mobile apps.  It is happening only on my iMac desktop connected to my wireless network.  I just talked to someone in tier 2 and again they had no idea. 

Official Employee

Re: Tv App say "It looks like you're out of your home network"

If you go to http://www.myipaddress.com/show-my-ip-address/ do you see the same IP address for for mobile devices and iMac? you usually see that error on all devices. Double check to make sure the iMac is connects to the same network as your mobile devices.




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New Poster

Re: Tv App say "It looks like you're out of your home network"

I have been having the dreaded looks like youre out of your home network for the past few days. It had worked prior to that. I have the issue on my ipad, iphone, and on my pc at the xtv.comcast.net site. I have tried cycling the modem, cycling my x1 dvr, and the steps here http://customer.xfinity.com/help-and-support/xfinity-apps/xfinity-tv-app-unable-to-connect/ with no luck. Any support would be appreciated.

Service Expert

Re: Tv App say "It looks like you're out of your home network"


storm_17 wrote:

I have been having the dreaded looks like youre out of your home network for the past few days. It had worked prior to that. I have the issue on my ipad, iphone, and on my pc at the xtv.comcast.net site. I have tried cycling the modem, cycling my x1 dvr, and the steps here http://customer.xfinity.com/help-and-support/xfinity-apps/xfinity-tv-app-unable-to-connect/ with no luck. Any support would be appreciated.


 

Call into Comcast and ask for your account to be Refreshed.....

 

-=Ray=-



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Problem Solver

Re: Tv App say "It looks like you're out of your home network"

Message deleted.  I see you already checked your account for correct modem info.

New Poster

Re: Tv App say "It looks like you're out of your home network"

Same thing with me....worked great for the first couple of weeks, now I get the same error message. Nothing has changed, watched on my iPad, iPad has internet (browsing the web works fine). Just hung up with Tech support (a JOKE). Was told the issue needed to be escalated to another department. Talk about passing the buck...ha!

Frequent Visitor

Re: Tv App say "It looks like you're out of your home network"

The issue is on Comcast. I had to harass them but they eventually fixed the problem. One Comcast rep even tried to tell me that my router was the problem. He said the only way to make my setup work was by directly connecting to the cable modem. Don't believe it
New Poster

Re: Tv App say "It looks like you're out of your home network"

I've got the same issue...most devices in the house can run live tv.  My new Android tablet reports the error.  Opened an issue and even had a tech out but they're clueless as to how to fix it and my issue has gone into Comcast's black hole.... obviously, I'm not the only one.

 

Tried all of their recommended options...reset modem, uninstall/install app, etc....no luck and no help

 

Is there something I can tell the phone support to do to fix this?