truthseeker719's profile

Contributor

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99 Messages

Sat, Nov 6, 2021 6:48 PM

Help with Hulu

I am beyond frustrated with the Hulu app on the X1 box. Shows that I add to My Stuff do not show up on the app. I have the same Hulu app on my iphone and on Roku and it works perfectly on both.  Just not on the X1 box.  I am starting a new thread since the thread I started on AUGUST 15th has only led to various Comcast employees wanting to troubleshoot.  I have done every troubleshooting suggestion given to me by Comcast AND by Hulu.  In the former thread - THREE Comcast employees have said that this is a KNOWN issue - yet almost three months later - there is no resolution.  I am not sure whether the problem lies with the Hulu team or the Comcast team or both.  Many other users responded to the thread I started in August - it is NOT a user problem - it is a Comcast and Hulu problem.  PLEASE fix it.  Thank you.

Official Solution

Official Employee

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3K Messages

2 m ago

Hi, truthseeker719. We appreciate you taking the time to create your own post here within the Community. We're all here to help! I definitely understand your frustration with the Hulu app situation and I'm happy to explain/provide further clarity on the situation. While this may be something that appears to be a bit of a trend on other threads you've come across, there is still certain details and information we'll need to go over and confirm in order to gain steady traction. The more details you can provide about your own personal experience with this issue, the better. Which model of box are you using? Is this happening on more than one cable box within your household? Did you first notice this issue last month, and had this feature been working for you with this equipment at all in the past? 

 

The reason troubleshooting may be necessary is because it's an extremely efficient way to isolate the issue and get the information we need over to our engineers and/or Hulu support as quickly as possible. The other reason is because this is not a national issue/trend happening in all areas with all cable boxes, so we're needing to narrow things down a bit to localize any trend and work toward a fix. Troubleshooting an issue of this nature also helps us create a historical log, which is one of the methods we use when declaring official interruptions/known issues on a much larger scope. I hope that helps!

(edited)

Contributor

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99 Messages

@XfinityMorgan

Hello and thank you for responding.  I do understand why troubleshooting is necessary.  My DVR box is Model AX014ANM and the other box in my apartment is Model CXD01AN1.  The problem occurs on both boxes.  I began using the Hulu app as soon as it became available - I think April or May.  This problem began almost immediately but I did not go to the community until August.  I also went to the Hulu website and asked for support from them.  I have signed out and signed back in multiple times, I have rebooted both boxes multiple times, I have had a system refresh a couple of times. None of this has worked.  Other users are experiencing this same problem.  I understand it is not national - but it is clearly not specific just to me.  I have the Hulu app on my iphone and on my Roku.  I realize they are different apps than the Xfinity app but both work perfectly.  I do not really want anyone doing anything to my system at this point.  I am able to find the shows on the app - just not in My Stuff - so while it is annoying - I can live with it.  It is just very frustrating that Xfinity employees are identifying this as a KNOWN issue but are not able to fix it.  But again, I have completed all suggested troubleshooting and do not wish to complete anymore unless it does not involve doing anything to my system.  Hopefully, someday Xfinity and Hulu will figure out how to fix it for those of us who are experiencing it. Again, I appreciate your responding to me and hope this information helps your engineers.  

 

Official Employee

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3K Messages

I do understand where you're coming from on. That's fair! I understand you not wanting to complete any troubleshooting at this time, I'm sure it has been quite exhausting. I do have another question if you're comfortable with answering it publicly! Do you subscribe to Hulu + Live TV? 

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

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99 Messages

No.  I just subscribe to regular Hulu (without ads if that makes a difference). Just curious if having Hulu + Live TV would be a factor with the problem? I have Xfinity as my TV provider so Hulu Live is not necessary.  Thanks for understanding.  If the Hulu app stops working or if I can't find the shows I want - I can just use the Hulu app on my Roku - which works perfectly.  And I'm still hopeful that Xfinity and Hulu will fix the X1 Hulu app.  Thank you.

Official Employee

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3K Messages

Got it! If you change your mind about troubleshooting, please let us know. We have a process in place for something like this, which would require going through a few troubleshooting steps and then would likely lead to us opening a request that goes to our Advanced Support team who will handle things accordingly and work with our Hulu partner as needed. For now, thank you for your time/feedback.

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

Contributor

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99 Messages

Thank you - I will come back and reply to this post if I decide to make the extra troubleshooting effort.  I appreciate your help.

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