Downloaded content not playing

@XfinityBillie, Yes, I have downloaded multiple programs. No, i can't view any of them. The weird thing is, I can view them if I download them on my phone,  but not my Samsung Galaxy Tab A. Now, once I'm no longer in airplane mode, it's not an issue.

Thank you for confirming that and letting me know you aren't having any issues on a different device. Have you already tried uninstalling and then reinstalling the Stream app on the Galaxy Tab?

Hey there, @FTBud

Are you using the Xfinity Stream portal (https://comca.st/32CEGL7) or the Xfinity Stream app?

Thanks! 

Hi there, thank you for reaching out to us through our Xfinity Forums. I can understand how frustrating it would be to be on a plane and not be able to watch the shows you wanted. Please rest assured, you have reached the right team! 

Have you tested the downloads on a cellular or WiFi connection? Is the issue the same? 

@Ang103​ I have the same issue. Or the sound would be playing and the screen would freeze. Very frustrating. Did you ever find a fix for it? 

Good Morning @RachGor1030 we'd love to help out if you're experiencing any trouble with viewing your downloaded content!
Can you tell me, are you accessing the content via the Xfinity stream portal, or the Xfinity stream application? Do you know if the videos play correctly when not in airplane mode? Or perhaps if the issue seems to be specific to one particular device that you are trying to use?

Same issue.  Issue playing on iPad. Video is frozen but sounds continues.  very frustrating!!  Ridiculous amount of monthly fees to comcast and technology is a joke

This is certainly not the experience that we want you to have when trying to view your shows @Deg1234567. Does this also seem to only happen while in Airplane mode on your iPad or does it happen outside of that setting as well? Have you attempted uninstalling and reinstalling the application? 

My husband and I are having the same problem.  The app works great on Wi-Fi however in airplane mode the downloaded shows will not play.  The app used to work great but over the last year it has gotten worse and doesn’t even work now.  App works fine on Wi-Fi in the hotel, etc.  Netflix and Apple downloaded shows work great.  Have uninstalled and reinstalled the stream app but it still doesn’t work.  Our IPADs are fairly new with updated software.  Would love to get this resolved since we will be traveling again soon.  Thank you.

Hi there! Thank you for taking the time to reach out. Some shows are reserved for only in-home streaming. I would like to take a closer look to confirm. Can you please provide the name(s) of the show and episode (s)? 

I spoke with a Xfinity tech person yesterday and they added my device (iPad) and ask me what show I was trying to watch.  I watch several and have always downloaded many recordings for travelling.  I gave them "A Million Little Things" show.  It started to work but then the picture freezes and the audio keeps playing.  I also tried "When Call the Heart".  It did the exact same thing.  Also, I believe show that are labeled "only in-home streaming" don't let you download.  I have only seen that note while in a hotel and I tried to watch live news from home.

Gotcha! Well to begin, your hunch is correct! For shows that appear with the 'Only in-home streaming' option, you'll only be able to select and watch those while connected to your in-home network. Otherwise, they'll not be available for download or stream when you're out and about!
As per the application, and freezing while streaming content when you're in airplane mode thats been downloaded, we'll move forward with diggin' in there!
Now, you'd mentioned that this has been something that has changed and worsened over the last year on both yours and your husbands iPads.
Was there anything that may have changed around the time that you'd started experiencing these issues? Whether it be perhaps something noticed on the Stream app, or either of the iPads that you recall?
Have you noticed any improvement if perhaps a power cycle is completed on either device, or any error messages that may appear?

Nothing changed around that time.  Just got on the plane, turned on airplane mode and the programs just gag.  No error messages and our IPads are typically charged 100% when we get on the plane.

This is also happening on our IPhones.

It seems that this is a problem with Xfinity since many people on various devices are having the same problem.  This was never an issue around a year ago.  I would always download several programs and they played flawlessly which was awesome when flying.

@user_2a2be4 Thank you for this amount of detail, it's extremely helpful! We should take a look at your profile, and make sure everything is synced up there. Since your Xfinity Stream App, works off of your User ID; it's possible we just need to refresh your profile. Can you please Direct Message, your name, the service address, and the User ID you are using for your App?

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