Paramount + not working

I have tried everything to try and get Paramount+ to work on my Samsung Smart TV. I use to get it but took a while to load now I don't get it at all and have tried several solutions but to no avail. I have no problems with the others Netflix, HBO Max, and others. This issue is an Xfinity problem that they are in no hurry to resolve. If Xfinity is listening please correct this problem. I am going to cancel my subscription to Paramount + if this doesn't get corrected and soon.

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Responses

CCValerie

Official Employee

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974 Messages

2 years ago

Hi there, @e11stingray, thank you for taking the time to post on our Xfinity Forums. Paramount+ has many new and old movies that are a joy to watch, so I truly understand how important it is to get this issue resolved. Are you attempting to load the Paramount+ app directly on your Samsung TV or are you using an Xfinity X1 or Flex box?

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e11stingray

Visitor

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6 Messages

2 years ago

I am using X1 DVR box. The Samsung tv in the master bedroom can get Paramount + with no problem. I am thinking the router is closer to the tv in the Master bedroom and that is why it works. The Samsung TV in the Den is about 40 feet away from the router. I am considering getting one of the new 2nd generation Pods from Xfinity. Sometimes the TV in the den works but more often it does not. Maybe the pod will cure my problem.

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CCValerie

Official Employee

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974 Messages

Yes, I agree that is a bit puzzling, @e11stingray. I would like to take a closer look and do a little more troubleshooting on our end, we can also review the xFi Pods if necessary. To get started, please send a direct message with your full name and service address.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon (upper right corner of this page)

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

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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

• Press Enter to send your message

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 years ago

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CCValerie

Official Employee

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974 Messages

2 years ago

Thank you for providing those details, @e11stingray. Distance can certainly be a possibility but that is interesting that only Paramount+ is affected. Do you receive any error message or does the app just not load?

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e11stingray

Visitor

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6 Messages

2 years ago

The app loads when it feels like it but most of the time it does not. I have no problems with other streaming apps only Paramount+. It is very confusing to me that my Samsung TV in the master bedroom works and the only reason I can come up with the router is only 15 feet away from that Samsung tv but the one in the Den is about 40 feet away. None of this makes any sense to me cause the other streaming apps work on the Samsung tv in the Den.

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e11stingray

Visitor

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6 Messages

2 years ago

This is an update on my last post. I got out my Samsung remote and downloaded Paramount+ and guess what I get Paramount+ with no problem. So I went to the Xfinity store and got a 2nd generation Pod that cost me 126.00 including tax to boost the Wifi signal I installed it yesterday and saw no immediate boost but they say it could take a couple of days for it then to adapt. Not optimistic that it's going to work and have 30 days to return it. The bottom line is this is an Xfinity problem and I should not have to boost my Wifi signal to get Paramount+ when I get all the other streaming apps. I also would suggest that if you have a tv that is not a Samsung get out your remote to that tv and download the Paramount+ app and see if you get it. I hope it helps anyone having trouble getting Paramount+.

Sometimes I do get Paramount+ using the Xfinity remote but it could take 3 or 4 tries to get it and sometimes not at all. Like I said above it's an Xfinity problem.

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CCValerie

Official Employee

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974 Messages

Hello again, @e11stingray, thank you for reaching back out and posting this update. I appreciate the ongoing attempts you have made to isolate the issue. I would like to continue working with you to help get this resolved. Please send us a direct message with your full name and service address to get started.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon (upper right corner of this page)

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

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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

• Press Enter to send your message

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

2 years ago

0

e11stingray

Visitor

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6 Messages

I have made attempts to send you a Direct message but could not find this Direct Messaging icon you are referring to.

2 years ago

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e11stingray

Visitor

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6 Messages

I did get to the direct messaging board and entered your name but it did not come up. Many names but not XfinityValerie

(edited)

2 years ago

0

CCValerie

Official Employee

•

974 Messages

I appreciate your attempts to send a direct message. The message will need to go to "Xfinity Support", you will just need to type that into the line and then select Xfinity Support and it will come directly to us.

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

2 years ago

0

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Paramount + not working

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