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Message 1 of 7
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Hello,  I'm trying to figure out why I can not watch certain shows online.  I am able to watch most shows.  I can not watch shows on HBO or Showtime, even though I am subscribed.  When I try viewing it, it will start playing the logo for the channel, and then an ad but then instead of starting the show I get a black screen with a play button on it and you can't click.  It only does this for certain shows, most of which are on premium channels.  Has anyone had this happen?

6 REPLIES
Posted by
Cable Expert

Message 2 of 7
950 Views

You can have up to 3 devices, (pc's, tablets, etc) registered to watch premium content.

 

If your over your limit or if the same device gets registered more than once, that blocks content from being watched.

 

Go to https://device.comcast.net/comcast-access/ and review your devices listed.  You can remove some or all of the devices and start over.  That clears up the issue many times.

 

The next time you connect your device it automatically gets added to the device list.




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Message 3 of 7
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I have tried removing all devices, that doesn't make a difference.  Is there a chance my account has been hacked? 

Posted by
Cable Expert

Message 4 of 7
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When ComcastJoe gets back in the office he will respond to your post and look into your issue, hopefully Tuesday.

 

If this issue is on your pc, please post the information from http://xfinitytv.comcast.net/computer




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Posted by
Silver Problem Solver

Message 5 of 7
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RobertOat wrote:

I have tried removing all devices, that doesn't make a difference.  Is there a chance my account has been hacked? 

 


here are some things to try.

 

There could be many issues as everyone’s pc is different and has different programs on it. First thing to do, clear your cache and your cookies. click the tv tab top right of this page then on the right side there you will see your profile, click the drop down and complete your profile. Make sure your zip code is set correctly and not set to automatic. Make sure you are a subscriber to the channel you are trying to watch. Also some people have found that if you download cccleaner http://www.piriform.com/ccleaner and run it and let it take out all the cookies and left over garbage that fixes it also. Also make sure you have the most current version of Microsoft Silverlight and Flash and you’re not using ie 9 there are currently problems with that browser.

You can also try turning off your antivirus and firewall as that might be blocking it also. AS you can see there are many things it might be.

Posted by
Official Employee

Message 6 of 7
912 Views

RobertOat wrote:

Hello,  I'm trying to figure out why I can not watch certain shows online.  I am able to watch most shows.  I can not watch shows on HBO or Showtime, even though I am subscribed.  When I try viewing it, it will start playing the logo for the channel, and then an ad but then instead of starting the show I get a black screen with a play button on it and you can't click.  It only does this for certain shows, most of which are on premium channels.  Has anyone had this happen?


It sounds like you are using IE 9 which we are currently having issues with. You will temporarily have to use another web browser to watch videos. Please go here to learn more:

 

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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Message 7 of 7
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Thank You, the videos are playing in the new browser.