Xfinity Support

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

@user_22m9m6 - Thank you for reaching out with your channel concerns. Our Digital Care Team is more than happy to provide all the information you need, helping in any other way we can, too :)

There are three main reasons why Oxygen might suddenly appear locked:

- Free Preview Ended: Networks often run "Free Previews" for a week or a month. If you were enjoying Oxygen recently but don't usually have it in your package, the preview period likely ended this past Wednesday.

- Package Re-alignment: We occasionally move channels between "tiers" (e.g., moving a channel from the Popular package to the Ultimate package). These changes are usually noted in the "News from Xfinity" section of your previous month's PDF bill.

- Digital Authorization Error: Sometimes your cable box loses track of your entitlements. This can cause channels you should have to show a subscription error.

Before we take a closer look, you can try these quick fixes to see if it's just a technical glitch:

- Check the Xfinity App: Log into the Xfinity app on your phone. View your "Plan details" to see if Oxygen is still listed in your channel lineup.

- System Refresh: Use your Xfinity remote and say "System Refresh" into the voice search. This forces the box to re-sync with your account permissions and can often "unlock" channels that shouldn't be restricted.

- Check Your Last Statement: Look at the very last page of your December or January billing statement. We are legally required to list "Programming Updates" there, which would mention if Oxygen was being moved to a different tier.

And let me know if that helps!