U

Visitor

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2 Messages

Sat, Apr 30, 2022 4:33 AM

Discovery plus issues when does Xfinity FINALLY fix???

I see everyone been having the same issues with discovery plus and Xfinity for months? So my question is I notice the same reply from the reps are please send a private message? Why? It’s still NOT being fixed because if it was I wouldn’t see the same issue. Now I’m having the same issue. Stuck on the logo screen. I reached out to discovery and they said it’s a Xfinity issue. The rest of my streaming apps work fine and the discovery app on my other devices work fine except with you guys. So what’s the deal?!

andyross

Gold Problem Solver

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7.5K Messages

7 months ago

Comcast mainly just supplies the platform for developers to write for. Right now, there appears to be alot of finger pointing. My guess is that it's an app issue which would be Discovery's problem, especially if you subscribe directly with Discovery and not through Comcast.

Official Employee

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405 Messages

7 months ago

Hi there, @user_cbc8aa. Thank you for creating this post and reaching out to us via our Forums. We appreciate you taking the time to reach out. Please keep in mind that we supply the platform and the app is provided by the actual company. As you have stated, the app is working on all other devices, however, all other streaming apps are working on the cable box. This points to an issue outside of Xfinity. However, if you would like us to troubleshoot the issue for you, please send us a peer-to-peer message to assist you. We will be more than happy to troubleshoot in any way we can and verify what may be causing the issue if it is on our end. 

Visitor

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1 Message

@XfinityEdgardo​  I would Love for you to troubleshoot this Discovery + issue for me please?! 

Official Employee

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777 Messages

Hi @SamsMomKim! The more cases and info we gather will help narrow down the solution to this issue. Could you please send our team a direct message with your full name and full address? To send a "Peer to peer" ("Private") message:

  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.
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Visitor

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4 Messages

@XfinityEdgardo​ I would like you to troubleshoot my situation.

Visitor

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4 Messages

@XfinityEdgardo​ I would like somebody to troubleshoot my situation. It gets stuck in a loop.

Official Employee

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714 Messages

Hello, @user_08fe93. Are you getting any errors when accessing the app or is it just requseting you register/subscribe when accessing it? 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Regular Visitor

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10 Messages

6 months ago

Using xfinity remote, we say “Discovery Plus”. On TV, it says leaving to go to third party app. Then the Discovery+ app appears and gives the option to do a 7 day trial or to log in.
We have always logged in in that app using the credentials from our subscription obtained thru apple iOS .
It works for that session and sometimes more than just one session. But then, we try to use Discovery+, and it asks us to log in again.
This is a time consuming task using the up down left right arrows to select letters, upper or lower case, symbols and numbers.
Hopefully, there is a way for permanent login to the TV/Comcast system.  Discovery+ technology support says it is an xfinity problem.
can you help and eliminate the need to login in EVERY time we want to see Discovery + channel?

Official Employee

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452 Messages

Hey, @Rlloyd161! Thanks for the detailed comment. I'm sorry to hear you are experiencing a similar issue when trying to access Discover + App. To make sure we are on the same page. Your Discover + subscription was done through Apple, correct? Is this happening with any other device? Or just when using the app on our TV box? 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Regular Visitor

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10 Messages

It only happens when trying to view discovery+ via our xfinity service on TV.  The subscription is thru Apple.  The account worked for a while, ie login credentials were kept.

when we try to use Discovery+ now, it asks for login every time.  And doing that via TV screen keyboard is not practical

Official Employee

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410 Messages

I can definitely understand how that is not ideal. We will get to the bottom of this! Does this occur when you're using your Xfinity Voice remote to use the app, or, when you're clicking on it manually? 

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Regular Visitor

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10 Messages

We typically use the voice remote to select channels.   I just tried logging via the xfinity app, and the same thing happens.

it offers a 7 day trial or the login screen.

Official Employee

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284 Messages

Discovery + would be the owners of the app and ultimately would have to be the ones to work with you on their authentication into the app. I would recommend reaching out to Discovery +. The networks provide the apps for us to use on the X1 box. 

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

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5 Messages

5 months ago

Sick of discovery plus wont play on my TV w xfinity. Works fine on phone and computer but not on TV cuz I have xfinity.  Same issue every week.  [Edited: "Language"]!!! 

(edited)

Official Employee

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973 Messages

Hey there, @Derekmc, thanks for reaching out through Xfinity Forums! I apologize you are having issues with your Discovery+ app! We would love to help with troubleshooting. Are you getting an error message when you are trying to use Discovery+?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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mfrank1

Contributor

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42 Messages

I'm having the same issues with Discover plus on Xfinity other have mentioned.  Freezing, buffering, impossible to watch.  I've tried signing out and in, clearing the cache (which made me have to sign in to all my apps again), and nothing helps. No error message, just unbearably glitchy.  Other apps work and Discovery Plus works fine on Roku.  Is this problem being worked on?

Official Employee

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409 Messages

Hello there, and good afternoon! Thank you for bringing this to our attention through our Forums, and thank you for your patience while awaiting our response. I understand that you've been experiencing some intermittent issues with some of your favorite apps, and I can imagine the inconvenience behind this!

 

Rest assured; you're with the pros, and our Digital Care Team of corporate experts are here, every step of the way! Before we begin, can you please send us a PM, by clicking on the chat icon, in the top right hand corner of your screen. Once you click on that, you should be able to search "Xfinity Support", which should give you the ability to send us a message. Thanks in advance, and I look forward to speaking with you!

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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2 Messages

5 months ago

Hi Same issues as everyone else.     I am having consistent buffering issues with all of the programs in the D+ app in that it’s gone beyond periodic buffering. It’s now where I can’t watch more than a few minutes of a program without it buffering - to the point where the program won’t resume.   I’ve done a system refresh, I’ve cleared my local data, I’ve unplugged my router etc.   The issue has not been resolved.   I am not having this issue with any other streaming app.   But it seems the problem isn’t isolated to just me.   Please help.   The only advice Discovery provides is to remove and reinstall the app…which I cannot do since it is preloaded by Xfinity.   Please help!

Visitor

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2 Messages

4 months ago

I’m having the same issue with xfinity and the discovery plus app, help!!!!!

Official Employee

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226 Messages

@user_32d580 Hello! We are very sorry that you are having issues with both of these apps. Can you please send us a Private Message? Here are some instructions on how to do that in case you need them.

 

Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

 

We look forward to assisting you there. 

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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2 Messages

3 months ago

Having the exact issue and driving me crazy. 

Visitor

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4 Messages

3 months ago

I found that if I launch the app directly (downloaded it on my TV), the problem is much less severe than if I ask my remote to go to Discovery + (using voice commands). Don't know what the difference is but I am glad I tried it.

Visitor

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2 Messages

3 months ago

Having same issues since day 1. Cant even get thru a show. I pay $7.99 a month for this [Edited: "Language"] and half the time have to shut the show off or always have to restart. 

(edited)

Visitor

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1 Message

2 months ago

Having similar issues. For the past week Discovery + app won't even launch. Just on the logo page and never progresses. Have some ask the recommended troubleshooting advice I've found on my end but with no results. 

XfinityEthan

Official Employee

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1.1K Messages

@user_2f02ca. This type of issue we want tickets submitted to bring attention to it. We need a direct message as it involves account private information, but can always discuss anything in public with the steps to help out the community. Can you DM us your name and address to work on it? 

 

Make sure you are signed into forums

1. In the top right corner, you'll see a little chat icon(direct message) near the bell icon. 2. Click the "New message" (pencil and paper) icon

2. Hit the compose button to the right of "conversations"

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

Visitor

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2 Messages

No chat button on my browser but I’m having issues too. The app simply doesn’t open. Don’t you think it would be a good idea to allow the consumer to uninstall and reinstall apps??

Visitor

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2 Messages

2 months ago

Same old same old… I launch discovery plus either through voice command or remote and logo appears and it’s stuck. Only on one tv though which is strange. 

CCLuis

Problem Solver

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493 Messages

Greetings, @user_e60c3a. I apologize for the experience that you've had with trying to launch the Discovery+ app on your X1 box. Just to confirm, are you getting any error codes or error messages along with this issue? 

I no longer work for Comcast

Visitor

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1 Message

2 months ago

I have had the same issue with discovery plus and xfinity. When I signed up for free trail I could use voice remote and it would take me to discovery plus with no sign in. I actually never created a sign in it was automated from xfinity. After the free trial it asked me to sign in which I tried but did not recognize me. After mos I cancelled and will not ever sign up for streaming services theough xfinity

Visitor

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2 Messages

1 month ago

This thread started 6 months ago and this is still an issue. I asked for a new router (which was needed) and the cable that was provided was too short so I had to buy a longer one because Comcast didn't have one long enough. Put everything together and got it up and running. Discovery+ still doesn't work. I'm happy with everything else but this issue is very annoying.

Visitor

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2 Messages

1 month ago

Emailed Discovery Plus and got this response. It worked for us!

1. Press the Xfinity button or home button on your remote

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

3. Use the up or down arrow buttons to get to 'Privacy'; then press 'OK'

If you do not see 'Privacy', then click on 'Local Storage Data' instead

4. Go to 'Clear Cookies and Local Storage Data' and press 'OK'

5. After clearing the cache, launch the discovery+ app once

Visitor

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2 Messages

@user_233143​ You are an angel! Such an easy fix and a long, winding road. I followed your instructions to privacy and then chose Local Storage Data and then clicked on Clear Cookies and Local Storage Data. I hope the Xfinity does something with your information or at least other users see this. 

XfinityChe

Official Employee

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6.7K Messages

I'm happy the steps provided by Discovery Plus and @user_233143 helped resolve your problems @juanflores7502. If you need any help in the future, feel free to create a public post, and we'd be happy to help however we can. 

 

@user_233143, thank you for sharing what helped on your end, so others could follow these steps to resolve their problem. You Rock! 

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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1 Message

1 month ago

I agree. I thought Xfinity support was below "0" but Discovery+ is just as bad. They continue to add services but never really upgrade and fix their backbone to fix stupid issues like buffering and slow loading. Just keep milking the base until it is all gone isn't a long term strategy.

Official Employee

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182 Messages

@user_076658 I apologize for any issues that you've encountered. Are you having these concerns with your cable services, which leads to buffering and slow loading, at this time?

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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