Streaming Issues

I would appreciate a call or direct email from a support specialist who knows what they are doing and can actually help. I’ve spent hours trying to resolve a couple of streaming issues and have been promised I would hear back but have not received any answers. I signed up for Disney+ with ads several days ago but am still not able to watch anything. As soon as the first add finishes the screen freezes. None of your people have been of help. I spent another 2 hours on the phone with Disney support and they tell me the answer is with you because I access the platform through my cable box. Now I’m paying for something I’m not able to access and am frustrated beyond belief. Additionally, you send me a membership benefits notice that I am entitled to Peacock premium for no additional cost. However, when I follow the links to try and activate this “benefit” it does not work and no support staff are able to help. One even told me that other customers are experiencing this same issue but there is no fix or answer to the problem. Don’t insult me by giving me a benefit that doesn’t exist. And you wonder why I don’t rate the service higher on my surveys? If you really want to know, why doesn’t someone pick up a phone and call who can actually resolve? I would appreciate a response.

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XfinityGabriel

Official Employee

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3.3K Messages

6 hours ago

user_e1c958, Hi there! Thanks for reaching out. I hear you and honestly, I don’t blame you for feeling this frustrated. Spending hours trying to fix something you’re paying for, only to keep getting passed around without answers, is not the experience we want you to have. You shouldn’t have to chase us down to get help, and I’m really sorry to learn about htis expereince with no follow through on the callbacks or updates that were promised. For the Disney+ issue, especially since you’re accessing it through your cable box and it’s freezing after ads, that does point to something we need to dig into on our end. Not something you should have to go back and forth on with Disney. The Peacock situation you described is just as frustrating, and I completely get how it feels to be told you have a benefit that you can’t actually use. You’re right to expect that to work, and if it doesn’t, we need to own fixing it. Let’s get this handled the right way. Our team of experts can:

review your account end-to-end
address both the Disney+ playback issue and the Peacock activation problem
and stay with this until it’s actually resolved

If you’re open to it, would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, input our shared handle "Xfinity Support" to send us a direct message.

user_e1c958

Visitor

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9 Messages

Please send me a link or reach out to me directly. You have my email address

6 hours ago

user_e1c958

Visitor

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9 Messages

6 hours ago

I don’t see go to send a direct message. I don’t have a direct message icon that I see

user_e1c958

Visitor

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9 Messages

3 hours ago

Is this a private message? I don’t want to post my name and address unless you can confirm confidentiality

Note: This comment was created from a merged conversation originally titled Streaming issues

XfinityAmandaB

Official Employee

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3.2K Messages

user_e1c958, nope, you made a new post. I did move it to be connected with your already open thread. Try these steps; they may be better to get you into private.

Click "Sign In" if necessary

Click the "Direct Message" icon in the upper right - it looks like a chat bubble
Click the "New message" (pencil and paper) icon just to the right of Conversations
Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
Type your message in the text area near the bottom of the window
Press Enter to send it

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

X1

user_e1c958

Streaming Issues

XfinityGabriel

user_e1c958

user_e1c958

user_e1c958

XfinityAmandaB

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