grail1223's profile

New Poster

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11 Messages

Monday, December 12th, 2022 2:01 AM

Closed

Can't watch BTN through Fox Sports app

When I try to use the Fox Sports app to watch BTN, it says I am not subscribed, despite the fact that I have a full package of Comcast channels and can watch BTN on my TV. 2 and a half hours on the phone have been completely unhelpful. Is there a known issue?

Now I've been on hold for 30 minutes. Total silence. No music. No, "we will be with you shortly". Wonder if I got hung up on. 

Official Employee

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1.3K Messages

2 years ago

@grail1223 Thank you for reaching out on the Xfinity Community Forums. Are you still seeing an issue with BTN? Please let us know if you are still seeing an issue we will be happy to help. 

Visitor

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6 Messages

2 years ago

Why did Xfinity drop the Big Ten Network On the Fox Sports app?  All other cable providers carry it. I may switch providers. 

Problem Solver

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411 Messages

We only offer the Big Ten network in qualifying areas. If your account is not based in one of these areas, you will not have access to the channel on the app either.

I no longer work for Comcast.

Visitor

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4 Messages

Thats a shame. I pay extra for the channel and can't even watch it. terrible

Official Employee

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974 Messages

Hi there, @user_0676d6, thank you for taking the time to post on our Xfinity Forums. I know how important it is not to miss any big games. I want to ensure I understand your current situation, you have Big Ten Network as part of your Xfinty channel lineup but you are unable to access games through the Fox Sports app?

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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4 Messages

@XfinityValerie​ That is correct

Visitor

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5 Messages

2 years ago

Just replying here to say I'm experiencing the exact same issue. Unfortunately, Xfinity and Fox customer service have both been extremely unhelpful thus far and don't seem to understand the issue.

My cable package includes BTN. I was able to stream BTN from the Fox Sports app and website with no issue up until a month or two ago. I can still stream all the other Fox-owned channels I get. It's only BTN that I'm no longer able to stream.

Valued Contributor

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406 Messages

I'm so sorry that you're having a hard time accessing Big Ten Network content, @DanG82. I know this was from a couple of days ago, but is this stil happening?

I no longer work for Comcast.

Visitor

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5 Messages

@XfinityTimothy​: Yes, it's still an issue. Fox says it's a known Comcast issue and it needs to be addressed by Comcast, but neither I nor anyone on this thread has had any luck with that... Any help would be very much appreciated.

Valued Contributor

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406 Messages

Let's get a little more detailed information from you, so we can dig in and try to get this resolved. 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or  https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

I no longer work for Comcast.

Visitor

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5 Messages

@XfinityTimothy: I just sent a direct message via the instructions above with all the info covered in this thread. I've also spoken with Comcast twice now, which should be notated on my account... but clearly, based on this and other threads on these forums, this is a widespread issue. Thanks!

Problem Solver

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908 Messages

Thank you for the DM and additional details, @DanG82. However, would you please return to DM and provide your full name and service address, then avoid sending another public response? Returning to the public space voids our ability to respond to your DM. Thank you in advance.

I no longer work for Comcast.

New Poster

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11 Messages

2 years ago

2 hour of troubleshooting and still nothing. Escalated to a supervisor who promise it would work by 1019p and nothing. She did admit this is a Comcast backend problem.  Honestly, I don think the know how to fix it. 

At least I remembered to ask for a credit. If you don't ask, they don't give it. 

Maybe it will work tomorrow the way Hannah promised, but I'm not holding my breath. 

Visitor

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6 Messages

@grail1223​ I have reached out to Comcast numerous times and Fox Sports.  This is on Comcast/Xfinity.  Really poor customer service as well.  

New Poster

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11 Messages

2 years ago

Guess what? It didn't work. Wonder how many more hours of my time I need to spend to get someone to fix this?  Maybe I'll just have to find someone that is not on Comcast that I can borrow an account from. 

New Poster

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11 Messages

2 years ago

Spent another hour with a supervisor. She told me it's a Fox issue, despite the error saying that the comcast_sso package does not include BTN. I wonder who creates the Comcast_sso package. Clearly Comcast is not sending the correct information.  Even my Roku tells me to contact my provider to get the channel added.  But Comcast can't figure it out, so they blame Fox. 

One would think that for all the money we give to Comcast that they would want to assist the customer and would work with Fox to find the answer. 

(edited)

Visitor

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5 Messages

2 years ago

I tried again too. This time, I was told it's a "known issue" but they couldn't give me a ticket number or any info on when or how it might be resolved. All they said the could do was "notate my account" so I can call back and try to get an update. Meanwhile, we're in the heart of college basketball season and I can't stream any games on BTN outside my home even though I'm paying Comcast for a cable package that includes BTN.

New Poster

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11 Messages

@DanG82​ it's funny how each customer service rep gives a different answer. Sounds like yours is the accurate issue even though they can't fix it. 

New Poster

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11 Messages

 

From Fox Sports

Hello xxxx,

Thank you for contacting FOX Customer Care.

 I understand you are contacting us today because you are getting the message that the content you are attempting to stream is not part of your cable tv package. I apologize for any inconvenience and am happy to provide information regarding your concern.

Please contact your TV provider to discuss this issue. If you're certain the content is already included in your existing package, a reset of your online account to resync your access may be necessary.  


Thank you, 

FOX Customer Care

Visitor

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2 Messages

2 years ago

We are having the same issue. We have had the BTN network for years, but are now inexplicably unable to stream it. The streaming app consistently tells us we do not have the subscription, which is completely false. Why are we paying such exorbitant fees for a product we are failing to receive? It has been this way for us for at least a week now.

Official Employee

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455 Messages

Hello @user_4671fd, and thank you for reaching out over our Community Forum page. I am sorry to hear that you are missing out on the (BTN) Big Ten Network. I would be happy to take a look at your account to see what the issue may be. Before we get started, could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message: Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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4 Messages

LOL they keep telling us to DM them so that we don't show our displeasure on the public forum. They don't have an answer if you DM btw. Its a liscening issue and Comcast doesn't want to pay Fox despite the huge fees they charge us. They need to include that just because you can stream BTN at your house you can't stream it anywhere else which is pretty pointless.

Visitor

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2 Messages

Did they delete my reply? I wouldn't be surprised. They probably have some key words auto-modded. Despicable.

Edit: Seemingly so. Maybe it will get past the modding service in an edit. Over-charge for services, mislead customers, and silence dissent. It's the Xfinity Way.

(edited)

Visitor

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5 Messages

@user_0676d6​ I share your frustrations, but just to clarify on one point, this is not a licensing issue. Any customer who has access to BTN via their cable or satellite package is supposed to also have access to the channel's stream from anywhere via the Fox Sports app and website by authenticating via their cable/satellite provider. It's a new issue, and it only seems to be impacting BTN... Fox, FS1, FS2, and sporting events on other Fox-owned channels remain accessible via the Fox Sports app and website after authenticating through your provider; only BTN does not for some users. I can also confirm that, while this issue is clearly widespread and Comcast clearly has yet to resolve it, it's not universal... My parents get BTN through Comcast as well, and they're still able to stream BTN via the Fox Sports app and website without issue.

Visitor

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1 Message

2 years ago

I might have a workaround until this truly gets resolved.

BTN would play only on my iPad and iPhone but neither of my Apple TVs or via the web browser on a desktop. I piggyback/share off my dad's Xfinity account and used to use his username and password to authenticate apps like Fox Sports. A while back I created a parallel Xfinity ID for myself so I wouldn't have to bother him with authentication issues, having that security code (for other apps) sent to his phone instead of mine etc. It's free and easy to do on the Xfinity website. I had the option to stay signed in with his email turned on on most, if not all, of my devices for convenience. Just now, I went to both of my Apple TVs, logged out of Xfinity within the Fox Sports app, and made sure to use a different web browser than the usual one so that the auto login thing was not playing a potential role. (I had the auto login option turned on in Chrome on my phone but not in the Safari app). I figured the system was defaulting to the login credentials that included the issue? I manually typed the go.foxsports.com URL into the browser instead of the QR code. Not sure if that mattered but figured I'd provide the detail. I logged into the Xfinity account "the long way" in the fresh Safari browser app on my phone using the "side account/Xfinity ID" email and password without issue. The difference is, BTN no longer says it's not in my tv package and the stream actually works now!

I obviously have no idea that what I did was a "fix" or that it will work for you if you try it, but I think until this gets truly resolved, it's worth trying for yourselves. Create a free second Xfinity ID on the Xfinity website with a second email address you have laying around and try to use that as your login as described above. (My Dad's original email login - the problematic one - was a @comcast.net address while the one I used for the side account was just my regular gmail one) Hopefully it works and you can at least temporarily stop pulling your hair out. All of this screams to be an Xfinity issue IMO. Good luck!

(edited)

Visitor

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6 Messages

@user_460f5c​ Thanks.  I may try it, but Xfinity needs to man up and acknowledge that they are the culprits blocking BTN streaming on the Fox Sports App.  We pay big bucks for their so called service.  

New Poster

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11 Messages

@user_460f5c​ Interesting enough, I logged out and back in and everything is working. Hope it was a permanent fix. 

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