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Visitor

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2 Messages

Wed, Mar 31, 2021 7:27 PM

Hulu Issues!

I've been trying to log in to Hulu on the Flex Box for 5 says now. I keep getting error message "We're sorry! There was an error attempting to log you in. Please try again later."

I can log in just fine on all other devices. 

Responses

Visitor

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22 Messages

4 m ago

I have no idea what kind of freaking hocus pocus fairy dust happened behind the scenes, but someone (not my ticket coordinator Steve) called and said he wanted me to try again and it finally logged in.  Couple hours later Steve calls cuz he sees a change in the ticket and yet still neither of us know what this Fairy Freaking Godfather did to fix the issue!   I would tell you the idiot way he had me sign in to make it work, but I'm positive something was done on the backend on my account and he was checking to see if it worked,  so it most likely won't be the magic answer for everyone else.  Did anyone else here get the same call this evening?  If you did,... did you catch his name????  (he said he was and had been contacting a few people one after the other with this fix).  

Visitor

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2 Messages

I had a guy named Mike call last night.  Seems to be working now.

Visitor

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22 Messages

Thanks for the name. 👍

Visitor

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18 Messages

I received no call but read the post here. So i tried logging in via computer code and it worked!

I checked and I am still using v6.0.0 firmware so they definitely fixed occurred on the backend !

Comcast had to go thru four phases to fix this issue which took over three months!

             1.) Denial for 30 days

             2.) Admit there is a problem but no action for 60 days.

             3.) They are working on it for 10 days

             4.)  Finally fix but no answer to what caused it or an apology

Visitor

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22 Messages

Less than 48 hours and I have again been automatically logged out and it won't let me log back in 😡🤬

Visitor

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18 Messages

I too have been automatically logged out and unable to log back in.

I guess this was a temp fix?

Back to same issue!

Comcast is not providing any updates anymore for me.

Visitor

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18 Messages

3 m ago

Any update on the issue?

Been away for a week and returned home.

I see a firmware update on my flex box.

So I tried Hulu and it still will not let me login!

XfinityAbbie

Official Employee

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500 Messages

@Customer001100 I am sorry to hear the issue is continuing for you. Since it has been going on for awhile, I would like to get your account pulled up so I can look into this further. 

 

Please send a private message by clicking the Peer to Peer chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help. 

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

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2 Messages

@Customer001100 i can log in but the my stuff section isn’t there…. Hasn’t been for a could of weeks 😡

Visitor

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2 Messages

*couple weeks i mean

Official Employee

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329 Messages

Hello, @user_aacebb  & @Customer001100 

I do apologize you are still having issues logging into the Hulu app over the Flex Streaming device. Can you please try the follow steps, and let us know your results?

 

*Clearing Cookies and Local Storage Data from Your TV/Flex Box

-Press the xfinity button (X1 or Flex) or home button (Flex) on your remote.

-Use the right or left arrow buttons to get to the gear icon, then press OK to go to Settings.  

-Use the up or down arrow buttons to get to Privacy, then press OK.

-Go to Clear Cookies and Local Storage Data and press OK.

-You'll see a confirmation window. Press OK to clear cookies and local storage data.

Note:

Clearing cookies and local storage data may sign you out of many apps on your TV Box and may affect apps on devices linked to your account.

Re-launching apps may store new cookies and data on your TV Box.

         -You'll see a confirmation message once cookies and local storage data have been cleared from your TV Box.

        -Once the Cache, and Cookies are cleared please try logging into Hulu.

 

*Next step if unsuccessful, when logging into the Hulu app on the Flex box, please confirm the password is correct by selecting show password. Verify the correct password is entered, and try logging in while the password is visible. 

 

*If that doesn't help, try logging out of Hulu on any other devices, or web browsers, and try the app on the Flex box again.

 

*If the problem remains unresolved, please contact Hulu customer service at 888-265-6650 to check for any IP bans on the app, and your Hulu username. 

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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18 Messages

I and many others as this is a large user issue have done what you requested and it did not resolve the issue. I just did it again and it did not fix the issue other than wiping all my logins from my other apps! If you read the whole thread you will find the issue is a known as a comcast network issue with the Flex box. Both Comast and Hulu know the issue exist and we have been waiting for a fix.  A temporary fix was done but it quit working. I would ask that as an Offical Comcast Employee you reach out to the upper tier network team and please provide all of us an update when the issue will be resolved.

Visitor

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1 Message

3 m ago

I have also been logged out and cant het it to log in. Why use the box for the one services I use the most won't work now. Any ETA as to when this will be fixed???? Ridiculous!!!

Visitor

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22 Messages

@user_2ed54a No ETA unfortunately.  Comcast seems to think they've exhausted every avenue they have available to them to try and fix it without results and so tossed the ball into Hulu's tech support court.  Dealing with Hulu support is awful, but currently they say it's a "KI" (known issue) and they're working on it, but no insight into a resolution estimate.  DAY 89 and no end in sight.

Official Employee

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329 Messages

Hello, @user_2ed54a! Thank you for reaching out over our Community Forums. I do apologize you have been unable to log back into the Hulu app over our X1, or Flex system. If you were unsuccessful with the troubleshooting steps posted in this thread, please send us a private message with your name, and service address. This way we can gather additional information regarding your issue. The Peer to Peer chat icon is located at the top right of the Community Forum page, clicking on the chat icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle, and signed into your Xfinity account.

 

Thank you!

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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22 Messages

I recieved a call yesterday from Stephen with the advanced repair team. He suggested taking my modem into the xfinity store and swapping it out for a new one (another customer had results). I guess a new modem automatically triggers comcast to assign a new IP address. I just finished setting up the new modem 10 minutes ago and I'm already logged into the Hulu app with no problems so far. I'm optimistic, but also keeping an eye on it since the last "fix" lasted less than 2 days.

Visitor

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18 Messages

a_quint,

Let us know how your modem swap out goes after a week?

I did a test and had my Stream box connect to my Verizon Cellular hotspot and it worked.

I spoke to Hulu and they told me they are not blocking my xfinity IP address.

I am told it is affecting over 850 users.  I was advised swapping out the modem or in my case using my hotspot would be a short fix and that the error would reappear at some point.   Hulu is the worst on Customer support and I am told when the ticket is closed I can call for an update!

Visitor

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3 Messages

@ComcastMartinR 

Is there a way I can speak to someone like you to resolve the same issue for me? Xfinity rep I just spoke to literally 10 mins ago acted as if she and Comcast/Xfinity has never heard of this problem despite me pointing her to this thread. 

Creating a ticket does not help when we keep going around and around in circles over and again and I hear different garbage from different customer service associates. 

Hulu blames Xfinity. Xfinity blames Hulu.  Customers like us suffer.  Why are we paying for a service that doesn't work?  Hulu is even partially owned by Xfinity/Comcast. In June 2021, it was reported that Disney and Comcast are in a dispute over the future of Hulu. Both Disney and Comcast are owners of Hulu. Comcast is in a feud with Disney because Disney's cancellation of Hulu overseas push and over the value of Hulu. Disney is scheduled to buy Comcast's stake in Hulu in 2024. 

Anyway, I digress. 

Here are my details: 

1.  Flex Box via Xfinity - Streaming only, no cable. 

2. Signed up for Hulu through Xfinity

3. Hulu worked for months

4. Hulu stopped working with the same login errors everyone has already stated: 

4.1 We're having trouble loading this right now

4.2 I've gone through the troubleshooting process more times than I can count. 

5. Xfinity said to replace Flex box

5.1 Xfinity said to downgrade to an older flex box that is compatible despite the face that AN OLDER FLEX BOX DOESNT EXIST.

5.2 Xfinity said to replace Flex box

5.3 Xfinity Flex box replaced

6. Hulu worked for 1 day

7. Hulu stopped working

8. Xfinity stated Flex Box and Hulu are not compatible and I need to purchase a Firestick. 

8.1 Xfinity specifically states on its website that you can access Hulu via Flex: https://www.xfinity.com/support/articles/hulu-app-overview

Visitor

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3 Messages

3 m ago

Is there a way I can speak to someone to resolve the same Hulu unable to be access via Flex issue for me? Xfinity rep I just spoke to literally 10 mins ago acted as if she and Comcast/Xfinity has never heard of this problem despite me pointing her to this thread. 

Creating a ticket does not help when we keep going around and around in circles over and again and I hear different garbage from different customer service associates about this exact same topic. 

I have been through the troubleshooting process on multiple calls but NO SOLUTION.  

Hulu blames Xfinity. Xfinity blames Hulu.  Customers like us suffer.  Why are we paying for a service that doesn't work?  Hulu is even partially owned by Xfinity/Comcast. In June 2021, it was reported that Disney and Comcast are in a dispute over the future of Hulu. Both Disney and Comcast are owners of Hulu. Comcast is in a feud with Disney because Disney's cancellation of Hulu overseas push and over the value of Hulu. Disney is scheduled to buy Comcast's stake in Hulu in 2024. 

Anyway, I digress. 

Here are my details: 

1.  Flex Box via Xfinity - Streaming only, no cable. 

2. Signed up for Hulu through Xfinity

3. Hulu worked for months

4. Hulu stopped working with the same login errors everyone has already stated: 

4.1 We're having trouble loading this right now

4.2 I've gone through the troubleshooting process more times than I can count. 

5. Xfinity said to replace Flex box

5.1 Xfinity said to downgrade to an older flex box that is compatible despite the face that AN OLDER FLEX BOX DOESNT EXIST.

5.2 Xfinity said to replace Flex box

5.3 Xfinity Flex box replaced

6. Hulu worked for 1 day

7. Hulu stopped working

8. Xfinity stated Flex Box and Hulu are not compatible and I need to purchase a Firestick. 

8.1 Xfinity specifically states on its website that you can access Hulu via Flex: https://www.xfinity.com/support/articles/hulu-app-overview

Visitor

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18 Messages

@NathanLaddRigsby 

Nathan welcome to the group. The bad news is there is no real fix that I know of. The problem is wide spread and I am told Hulu has a team working on it. Though I have not been able to communicate with the team! A_quint recently replaced his Xfinity modem and it appears to be working for him for now. I was told by Hulu this is only a short term fix but I am not sure of this.  My first trouble ticket was in March of this year and getting Xfinity and Hulu to address the issue is slow as a mouse stuck to one of those sticky traps. Right now I am using a Roku stick to watch Hulu. I have an older TV with only one HDMI port so I have to swap out devices which is a pain.  I have been posting regularly to keep this thread going and to keep others informed. Do not listen to Xfinity Offical Employees as they will lead you down the rabbit hole of no return. Have you reboot, factory reset, reboot yoru internet etc.. This problem is a network issue on Hulu side of the house. We had a fix that nobody knows how or what was done but it only worked for a couple of days.

Keep in touch with the site!

Visitor

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22 Messages

@Customer001100 Hulu is still working flawlessly with the new modem.  I don't know why Hulu support would tell you that this fix would only be temporary, but I would take everything they say with a grain of salt because their "support" team is the absolute worst.  Replacing the modem seems to have done the trick, not because the old one was bad, but because it forces comcast to issue it a new IP address.  I too was told by Hulu that there was no IP block on my account, but really they have no clue because it wouldn't be attached to the account itself for them to see.  

My suggestion is to disconnect your modem and run over to your local Xfinity store and swap it out (bonus, they now have newer hardware that supports WiFi6 which reaches farther in my house and runs a bit faster especially on my phone).  If this works for you, then post the results here and then update a week later.   If it solves it for you also, then that's 3 customers with this long term issue resolved and then this can be listed as the official fix for this issue when it inevitably happens to someone else.

Visitor

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18 Messages

As suggested I pulled my modem and went to Xfinity store near me. They swapped out my modem for the same model a black Arris unit. I told him I wanted the newer xFI unit and was told that I was not eligible because I had a 100Mb data plan.  I was told I would need to upgrade my plan to get the newer modem. I took it home the Arris Modem and installed it. Hulu worked for awhile but has stopped again! I called Xfinity and spoke to customer service.  The person I spoke to was shocked they gave me an older modem. I am on vacation and upon my return I will call them back and they will send me a newer style. I will see if that fixes the issue.  I did receive an email from Hulu and they acknowledge the issue is effecting many xfinity customers with the flex box. I was told to keep an eye out for a firmware update to the flex box and when I do try logging in again. In the meantime they told me to use a different streaming hardware.

Official Employee

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50 Messages

Hello @customer001100, thank you for taking the time to reach out to us on the forums I hope you are having a great vacation so far! I am sorry to hear you are having these issues with the flex service, as it is not the experience we want you to have as a valued member of the Xfinity family.

 

I would be more than happy to look into this further for you today. Please send me a  private message by clicking the Peer to Peer chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help. 

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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22 Messages

@Customer001100  So sorry that a) they gave you the older modem and b) that didnt work.  I was given the newer modem and now weeks later am still problem free.  I really hope that the upgraded modem works for you, I completely understand your frustration.

Visitor

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18 Messages

2 m ago

Update: I received a call from a Xfinity technician while on vacation. We setup a time to call me once I was back from vacation. When I returned home I did some investigation prior to Xfinity tech calling me and it appeared when it stopped working we had a network outage and my new Xfinity modem was locked up. I rebooted the modem and I was able to login to Hulu.  The Xfinity tech did call and if I was still unable to login to Hulu he was going to have me release /renew the WAN port of the Xfinity modem. If done it would reassign a new WAN IP address with out replacing ones cable modem.

I told him I did run a test when I did have the issue by having the flex box connect to my cellular phone with wifi hotpot turned on. I was able to login to Hulu with no issues. I than reconnected the wifi to the Xfinity cable modem and Hulu would not work. Xfinity Tech and I both agree the issue appears to be a group of Xfinity IP addresses being blocked by Hulu's servers.  I am now working on getting an upgrade on the cable modem! Hulu is now working for 2 weeks.

Official Employee

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336 Messages

Hello @Customer001100! Thank you for sharing your experience with the Hulu issue. When you are ready I can help get a new modem shipped out. Just direct message us your name and address, please? Make sure you are signed in with your Xfinity credentials.

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

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

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

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

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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

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