cannot access downloads on plane

pathetic response.

I am asking about availability of downloads when there is no wifi.

@user_036jy4 - Bear with us. We're doing our best to help! Experiencing missing Xfinity Stream app downloads when offline, especially on a tablet, is a common issue. If you are offline (no WiFi), you must perform any troubleshooting steps that do not require an internet connection first. Here are the key troubleshooting steps, focusing on an offline state, followed by steps you must take once you re-establish a connection:

Offline Troubleshooting (No WiFi)
1. Force-Close and Reopen the App 🔄

- This is the simplest fix and can often force the app to refresh its local list of downloaded content.

-Do not just minimize the app; you need to force-close it completely (e.g., swipe it away from the list of recent apps).

- Reopen the Xfinity Stream app and check the Downloads section.

2. Restart Your Tablet 📱

- Completely powering off your tablet and restarting it can clear temporary memory issues that might be preventing the app from properly displaying the saved files.

3. Check Device Storage (If you can see the app settings) 💾

- If you can access your tablet's general settings, verify that your device is not critically low on storage. While the downloads would have required space initially, if the remaining free space is extremely low, some tablet operating systems might temporarily hide or not display large files correctly.

4. Try Playing Content Directly ▶️

- Sometimes the download list may be corrupted, but the file is still there. Navigate to the content (e.g., the specific TV show or movie's page in the app, if you can find it) and try to play it. If it was downloaded, the app should play it even if offline.

Necessary Online Steps (Once WiFi is Available)
If the downloads are still missing after the offline steps, you'll need to reconnect to the internet to perform more in-depth troubleshooting.

1. Log Out and Log Back In (Connect to any WiFi or cellular network) 🔑

- This is the most critical step if offline troubleshooting fails. The app needs to re-authenticate and sync with the Xfinity service.

- Warning: Logging out will automatically return any downloaded recordings (DVR "To Go" content) to your Cloud DVR and remove them from your tablet. You will need to re-download them.

- Steps:

Connect to a Wi-Fi network (or use cellular data).

Open the Xfinity Stream app.

Go to Settings (usually an account icon).

Select Log Out or Change Household Account (the action of logging out is often tied to this).

Log back in with your Xfinity credentials.

Check the Downloads section.

2. Update the App (Connect to WiFi) ⬆️

- Ensure you have the latest version of the Xfinity Stream app.

- Go to your tablet's app store (Apple App Store or Google Play Store) and check for an update for the Xfinity Stream app. Outdated versions often have bugs that cause download or playback issues.

3. Check Download Expiration and Limits 📅

Connect to a network and confirm:

- 30-Day Limit: Downloaded content is typically authorized for offline playback for 30 days. If your tablet hasn't connected to any network (WiFi or cellular) and opened the app in over 30 days, the recordings may have automatically expired and been returned.

- Checked-Out Status: Xfinity limits the number of devices that can have a DVR recording downloaded. You can manage this online.

4. Re-Download Content ⬇️

- If you find that the content is still listed in your DVR recordings (but not under Downloads), it may have been corrupted or expired. Delete the non-working download (if it appears at all) and attempt to re-download the program while connected to a strong Wi-Fi signal.

Please let us know if this helps! And our team remains here to support you the best we can :)

pathetic. The issue is not being able to access the downloads without wifi and letting them buffer, I believe.

@user_036jy4 - We're happy to take a closer look and troubleshoot your particular issue if you'd like. Could you please send our team a direct message to continue?

To send a direct message:

• Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
• From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
• Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!