Visitor
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1 Message
Diamond Customer - Unresolved Xfinity Stream Issue and Support Complaint
I am a Diamond-level Xfinity customer requesting assistance from an Xfinity employee and escalation to technical support.
My new Samsung TV cannot load Xfinity Stream content. I have received errors SDI 0001, TVAPP-0001, TVAPP-00500, and TVAPP-00611.
I spent 1.5 hours troubleshooting, followed by another hour with an Xfinity chat representative who repeated the same steps and then stopped responding without resolving the issue.
I have already restarted the TV, updated the software, reinstalled the app, reconnected Wi-Fi, and signed out and reactivated the app.
We recently transferred our Xfinity service to a new address. Please investigate account provisioning and streaming authorization associated with my previous and current service addresses.
I am requesting a formal escalation, review of my unsuccessful support interaction, and an opportunity to submit my complete complaint privately.
Please have an Xfinity representative respond and invite me to direct message the support team.
XfinityEricB
Official Employee
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3.7K Messages
12 hours ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to direct message within Forums https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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EG
Expert
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122.1K Messages
4 hours ago
The concern is not "accessibility / disability" help related............ Topic moved here to the proper help section.
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