Access Not Authorized “You Signed in successfully but must be an xfinity user to enjoy this service”

@XfinityAliciaA​ 

I'm getting the same message.  I tried to contact support and they didn't seem to understand what was happening.   They tried to imply that either only the "main" account was allowed to access streaming which is not true or that all the desktop/laptops in my home were the problem which is absolutely ludicrous.

We have two main accounts and both logins have this problem.

Starting on 3/17 I got the TVAPP-114 error and when I cleared my cache, I would get the Access not Authorized in all browsers on Windows/Mac.

I can authenticate successfully in the app on iOS devices. This is not a "user" problem.  This is a "you" problem. 

@larissaej​ Same! It only started partway through 3/17 and only impacts the laptops/desktops in my house - on every single browser both before and after clearing the cache. After clearing the cache, initially results in the 'access not authorized' error and then back for the TVAPP-00114 error. On top of installing updates and restarting the device, resetting the router, and resetting the modem.

However, on the iOS app on my phone it works fine as does the DVR if watching on the physical tv.

@XfinityAliciaA​ I’m having the same problem on my phone. I’ve used the app for a very long time and just last night it logged me out and I’m getting that same error message. I’m not happy Xfinity. 

@XfinityAliciaA​ Same problem startng on 3/17.  obviously xfinity made a change.   It's time to fix it.   I am like others in the Boston area.  It is not isolated to a particular account.

@larissaej​ agree, a xfinity problem. it is up to xfinity to fix it.  Meanwhile I am not getting the service I pay through the nose for.

@user_91a0bd​ 

I meant with "no effect"

I am getting the exact same messages. It also started on 3/17. I have been in touch with customer support and when they escalated the issue the support person was told they are trying to fix the issue. All of issues are the same as I have been reading. I can access streaming on my Iphone, Ipad, Kindle, and TV, but not either of my two laptops. I can log into the main xfinity page and go to mail and voice, but as soon as I go to stream, I get the messages that you are all getting. I am in the Boston MA area. I don't know where you guys are located. GP

Same problem same time frame on two computers.   I changed nothing.  Used to work then on 3/17 it gives me the buffer nonsense, then if I delete previous sites, cookies passwords I get not authorized.   I pay $400 a month for this service how dare you tell me I am not authorized!

@XfinityDanielD​ Any update?

@XfinityDanielD​   I am having the same problem 

"Please clear your browser's cache

Sorry, we're having some trouble. Please clear your browser's cache and then refresh this page.

(Error TVAPP-00114)

@XfinityDanielD​ I need help with the “Access not Authorized” error message. I’ve restarted my phone. Uninstalled the app… reloaded the app. Nothing is working!

@burbank​ Nothing has changed here… same Access Not Authorized message. 

@burbank @user_9e32ff Sending you both a Private message to get more information.

@user_86fa82 - Your issue TVAPP-00114 is a known Xfinity Stream app issue that started on 3/17. We have dedicated engineers working on a resolution and we will have this corrected as quickly as possible. In the meantime, we encourage you to run through some basic troubleshooting steps with our team

@Panfish​ That’s about the time it started with my phone. I downloaded the MARCH Madness App to watch the games… strange. 

Hello and thanks for reaching out @cindimm. I am sad to hear you are having issues and I would love to assist you. Please send me a direct message with your first and last name, your complete service address, and a little more detail on the exact issue you are having to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

• Click "Sign In" if necessary 
• Click the direct message icon
• 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 

@

Thank you all for your comments! We are sorry to hear that this is happening to you too. Error TVAPP-00114 is a known Xfinity Stream app issue that started on 3/17. We have dedicated engineers working on a resolution and we will have this corrected as quickly as possible. In the meantime, we encourage you to run through some basic troubleshooting steps with our team. Please leave a comment here if you haven't already and we will invite you to a private message with us.

1. Click "Sign In" if necessary
2. Click the "Direct Messaging" icon (upper right corner of this page)
3. Click the "New message" (pencil and paper) icon
4. Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list
5. Type your message in the text area near the bottom of the window
6. Press Enter to send your message

I have a similar problem. Urgently need help. Customer service staff on phone are unhelpful.

Hello @user_8d2f66, Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

Hello @user_4a5508. It has been a couple of days since you reached out. Are you still having issues or were you able to get this resolved? 

@user_91a0bd​

You have to be the account Primary, you cannot be a manager or lower.  

1. Login
2. Go to the Users Tab
3. There should be an "Add new User"
4. Select Member or lower level (I selected member)
5. Finish account creation
6. Login with new user 

Yes, this method was a fix for me. I added a new user, selecting the "member" status, finished the account creation and ... VOILA! ... all better. I have hunch that this problem has something to do with the automatic termination of Xfinity's week of "free" stuff that you usually have to pay for - HBO, etc.

@user_91a0bd​ 

This works for me too; however, you have to be the primary owner on the account. If you are Manager or lower? You cannot create/remove users for the account.  

I was the primary and only user before I added a second as a "viewer". Works for now but could change any time without explanation.  What a way to run a software company.

I got the same message today when I tried to stream as everybody else:"You signed in successfully, but you must be an Xfinity user to enjoy this service". I'ver been a user for decades. AND NO I'M NOT GOING TO DO SOME DOPEY 15 STEP WORKAROUND!!! FIX THE BUG!!!

Added new user and it worked.  Thx for the help but very frustrating!!!

Hello @user_264829, thank you for reaching out to us on our community forums. Are you still experiencing this issue? After a recent update, clearing cache and cookies on the devices having this issue has been able to resolve this issue.