truthseeker719's profile

Contributor

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95 Messages

Sun, Aug 15, 2021 7:56 PM

Problems with Hulu app on X1 box

My Hulu app works fine on Roku and on my phone - but on the X1 box - not all of the shows in "My Stuff" show up.  I have tried signing out and signing back into Hulu several times, restarting cable box several times - but nothing works.  It's not a horrible problem as I can get to the show by searching for it - but it is annoying.  I chatted with a Hulu rep and he said that it is apparently a known issue but I don't know if it is a Hulu issue or an Xfinity issue.  Anyone else having the same problem?  At this point, after a few months, I guess I'm jus going to have to continue with the work-around or watch Hulu on Roku.  Thanks for any feedback

XfinityEthan

Official Employee

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386 Messages

2 m ago

Hi, @truthseeker719. I appreciate you checking on this and it looks like it is a known issue although does not impact everybody. I have experienced this myself and it is a matter of us working with Hulu on a fix and issues like this are usually known pretty quickly and worked on. If you still have the issue in a few weeks, let us know. 

Contributor

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95 Messages

@XfinityEthan

Thanks for letting me know.  I've had the issue for a couple of months so I'll respond to you again in another month or so if it's still happening.  Glad to know it's not just me.   

XfinityEthan

Official Employee

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386 Messages

Sounds good! I have learned that porting apps to X1 is a task and making sure they work as the other versions can be complex. One thing we can do is put in a ticket using your account to add to the awareness. I can also check your X1 box model to see if an upgrade is worthwhile.  Would you like to do that or wait it out for now?

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Contributor

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95 Messages

So - a month has passed and the problem is still occurring.  Some shows are not showing up in My Stuff on Hulu - other shows are.  I just added a new show and it showed up the next time I opened the app - but then last night - it was NOT in My Stuff.  When I found it on the Home screen - it shows as "added to my stuff" - in fact all of the shows that are missing from My Stuff show that they are added. Very strange problem.  I am pretty certain that I have the latest X1 box model available - but you are welcome to check.  I don't think it's worth swapping out boxes - I do not believe the box is the problem - I believe the Hulu app is the problem.  And - as I said - I can still watch the shows - I just have to go find them on the app.  Do you know, Ethan, if any progress is being made on fixing this issue?  Doesn't seem so.  Thanks for your help

Official Employee

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476 Messages

@truthseeker719, darn, I'm sorry to hear you're still going through this. I love the convenience have a favorites/my stuff list, so I can get how that minor inconvenience can build up. The next best step would be to run a few basic but targeted troubleshooting steps. If we can't get things fixed remotely, we can send a ticket to our engineering team to get more attention on this issue for you. I really appreciate you taking the time to reach out and provide an update on this, I know it's not the greatest thing to spend your time on. In order to get started can you please send a message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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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95 Messages

Thank you for your response.  I have already gone through all of the troubleshooting steps recommended both by Xfinity and by Hulu.  The problem remains and it seems as if other people are having the same problem.  I have been told in this thread that it is a KNOWN issue by both Hulu and Xfinity so I don't think further troubleshooting will help.  I do not think there is anything wrong with my equipment.  As I said, the Hulu app works perfectly on my iPhone and my Roku so the problem seems to be specifically with the Hulu app on the X1 box.   I would just appreciate a timeframe for resolution of the issue.   

Visitor

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1 Message

1 m ago

This is still a issue and seems several are experiencing. Are xfinity and Hulu providing solution? 
tried all recommended troubleshooting steps outlined in xfinity support and Hulu support. As well as this forum. 

Visitor

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1 Message

1 m ago

I am having the same problem with shows showing that they are in my stuff but they're not showing up in my stuff when I open Hulu through Comcast

XfinityGina

Official Employee

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322 Messages

Hi all, we appreciate you keeping this thread updated! If you have not, would you all please attempt clearing cache and cookies on the X1 to start (if you are comfortable doing so)?

 

Please note, this will clear login credentials, resume points, gameplay save states, and other temporary files written by third-party applications. Clearing this data may result in losing progress on some games and/or require you to log back into an application, but DVR recordings are not deleted. 

 

Please let us know if that makes any difference, we want to make sure that we try everything possible to get this resolved for you all! 

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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95 Messages

Thank you for your suggestion.  I have tried every troubleshooting suggestion recommended by Hulu and Xfinity.  I have also been told on THIS thread - above by Xfinity Ethan - that this is an issue know to both Hulu and Xfinity.  I am not comfortable clearing everything and having to sign back in to every single app.  I would do this if this was the solution - but again - Xfinity has STATED that this Hulu problem is a known issue and needs to be resolved by Hulu and Xfinity - my cable box is NOT the source of the problem. 

Contributor

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95 Messages

Xfinity Marcos - above in this thread - mentioned escalating this to your engineering team.  Can you please do that?  Maybe they can find the solution.  Thank you.

Official Employee

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198 Messages

Currently we don't have a resolution yet but I would be happy to run those troubleshooting steps with you which would then lead to that ticket for you. Send a direct message to Xfinity Support with your name and address so we can get the ball rolling on that. 

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

24 d ago

I am having the same issue. This is a software issue that xfinity and Hulu need to fix. This is not a customer troubleshooting issue. Please work with your software teams at xfinity and Hulu to get this fixed.

Official Employee

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286 Messages

Hello, @user_7e3340. We’re aware of the issue affecting the Xfinity Stream app, where some customers may be receiving subscription error messages or are missing channels from their on-screen guide.

 

If you’re experiencing this issue, deleting the app from your device and reinstalling it may fix the issue. We appreciate your patience as we work as quickly as possible to resolve this issue

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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95 Messages

The issue you mention is a different issue from the Hulu issue.  The Hulu issue is that Hulu does not maintain the "My Stuff" list on the X1 box.  Comcast has told us IN THIS THREAD that it is a known issue between Xfinity and Hulu.  The issue you are mentioning XfinityRaul - is a problem with live channels not showing up on the Xfinity Stream app.  I have deleted and reinstalled the app, signed out, restarted my phone all to no avail.  As you say above, you are aware of the issue - it is likely on YOUR end.  Hopefully, both of these issues will be resolved some day.

Visitor

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1 Message

3 d ago

I have noticed issues as well.  Hulu has shown two nhl games this year so far, one is happening right now.  Anyway, the game shows up on the front page of hulu thru my phone, computer, roku ect, but through the x1 box is absent completely in the hulu app.  Also have noticed weirdness when stoping watching something and resuming and it not being there or restarting from beginning, ect. switching to another device and these my list issues.  Its definitely some glitch in the app through x1.  It mostly works so it's better than nothing, but programs missing entirely is very odd.

To clarify I have a hulu paid add subscription without live tv.  

(edited)

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