On Demand Purchased movies

We recently relocated and transferred our Xfinity service to our new address. After settling in, we noticed that our purchased movies are no longer showing up. How can we get them restored?

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XfinityPaula

Official Employee

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1.7K Messages

19 days ago

Good morning user_97c27i! I hope that you are having a great week. I'm sorry to read that your movies did not move over with you in the system. No fear we can help out with that! I'm sure after the chaos of moving you are ready to relax. When you relocated did you bring the same equipment with you? If you sign in to the Xfinity Stream app are you using the same email address as your previous location? Are the purchased programs showing in the app and not on the cable box?

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user_97c27i

Visitor

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2 Messages

None of my movies are showing up in the app. We brought our equipment with us when we moved, but the technician replaced our old cable box with a new one during setup. I’m not sure if that’s what’s causing the issue.

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14 days ago

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XfinityChristy

Official Employee

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2.5K Messages

user_97c27i That is definitely frustrating and sorry that they didn't automatically transfer over with your service. When you relocate and transfer Xfinity service, your access to purchased titles remains tied to your Xfinity account. The easiest way to resolve this is for me to check your account provisioning following the transfer. Please send a Direct Message with your full name and new service address, so we can securely look into your account and ensure your purchase library is correctly linked and restored to your new account.

To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

We are here to help you get those movies back!

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12 days ago

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On Demand

user_97c27i

On Demand Purchased movies

XfinityPaula

user_97c27i

XfinityChristy

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