purchased movies disappeared

Sometime in the past month 2 of my purchased movies are gone. One still shows in the purchased section. I can find no way past the AI bots to reach any kind of support to help with this. How do I get support to find out why they disappeared and restore them or credit me the cost. all of the posts I see about this tell people to DM support but I don't see those options described available.

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XfinityThomasB

Official Employee

•

1.6K Messages

2 days ago

Everything should be ready to rock and roll, I would double check the device is connected to the web.

You can watch on your TV:
- On your Xfinity X1 TV Box, from the main menu, go to Saved > Purchases, then select the title you want to watch.
You can stream them on the Xfinity Stream app and web portal.
- From the main menu, your purchases will appear under Saved.
You can download purchases using the Xfinity Stream app.
- Downloaded titles can even be viewed when you're not connected to the internet.
- To download, select your title from your purchases list and then click Download.
- We recommend that you download purchased titles shortly after purchase.

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user_anz3tq

2 Messages

@XfinityThomasB Nope, still not there. I just checked on my TV and on Xfinity Stream. Still only 1 of the 3 movies I have purchased are visible. Nothing has changed. How do I get this addressed appropriately?

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2 days ago

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XfinityAngie

Official Employee

•

1.5K Messages

user_anz3tq, You may need to send us a DM so we can take a closer look at your account.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” 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

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 days ago

0

X1

user_anz3tq

purchased movies disappeared

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