Visitor
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1 Message
Requesting Tier 2 Assistance: ESPN App Entitlement Mismatch (UDB Account Refresh Needed)
Message:
Hello,
Hello,
I am experiencing a TV provider authentication issue with my ESPN Unlimited access. On my Xfinity Subscriptions Hub, my status shows my ESPN Unlimited access is fully "Active." However, when I link my TV provider inside the ESPN app on my iPad and Roku, the app states I do not have access and prompts me to browse plans.
This issue began on Wednesday. I have already cleared my browser histories, tried private/incognito tabs, and logged out of all active Disney and ESPN profiles, but the digital token handshake continues to fail due to a database mismatch.
I attempted to resolve this via the standard live chat support, but the front-line agent unfortunately refused to escalate my ticket or perform a signal reset, incorrectly claiming that I am required to have Xfinity Internet to stream on third-party mobile apps. I only have Xfinity TV service, which has always unlocked third-party apps perfectly in the past.
Could an official employee please assist me by running a deep account refresh on my television profile to rebuild my active streaming entitlements? Thank you for your time.
EG
Expert
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120.6K Messages
2 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityTommy
Official Employee
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3.1K Messages
2 hours ago
UserGGall
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:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "Start New Conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.
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