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Visitor

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2 Messages

Thu, Jan 13, 2022 1:29 AM

Both online and iphone streaming have stopped working

I'm a long-time customer who hasn't had streaming issues until a couple of weeks ago. I cannot connect to live TV, recordings or browsed movies on either my laptop (Chrome browser/Windows 10) or iphone (X) app. Again, I've been able to stream on both without a problem until recently. What do I need to do?

(Update): The response when attempting to stream via internet is "It looks like your device is offline..." but I am online and wifi connected... And I've uninstalled/re-installed my phone app, cleared my cache, etc...

Official Employee

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31 Messages

9 d ago

Hello @user_47d817 I am sorry to hear that you are missing out on your programming. You have come to the right place for help. Can you tell me how many devices that you have connected to your network at the moment? Are there any devices that are not having an issue with streaming? 

Visitor

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2 Messages

@XfinityRobertA Only 2 other devices are logged in to the streaming app -- both via iphone and pc -- and they are having the same inability to connect. (We can log into the Xfinity Stream homepage, but when we try to open a live or recorded program or a movie, the app runs like it's trying to connect and we get the message, "Attempting to Resume..," followed by "It looks like your device is offline..." I've confirmed our internet and wifi are connected and working properly.

Otherwise there are 2 other devices in the house, but neither uses xfinity streaming.

Official Employee

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43 Messages

I appreciate those details and the troubleshooting you've already done @user_47d817 . I'm glad to hear that your internet and wifi are working properly. I'd like to look into more account specific troubleshooting.

Could you please send our team a direct message with your full name and full address? I'll be happy to help investigate this further with you! 

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

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

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1 Message

5 d ago

i am having the same problem with my pc

Official Employee

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41 Messages

Hi @user_c90a55. Please clear your cache and cookies with the internet browser you are using. Also, please log out of the website and log back in.

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

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