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user_8034d3
1st Topic

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Friday, August 5th, 2022 7:00 PM

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In home Wi-Fi problem

I’m trying to watch USA on the stream app and it’s telling me to get into my home Wi-Fi but I am home 

Question

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Updated 

3 years ago

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user_41287d

Visitor

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22 Messages

3 years ago

I am experiencing the same problem. All of a sudden, live tv channels (Pop TV, TV One, Food Network) that I used to be able to watch live, I cannot because it’s saying I need to be connected to home Wi-Fi. 

I think Xfinity just updated it’s stream app, and perhaps this issue is connected to the update of the app.

I’m used to a few channels telling me I need to be connected to home Wi-Fi. But all of a sudden all these channels that I normally can watch live, I can’t because of this ridiculous home Wi-Fi message.

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user_e1b686

Visitor

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15 Messages

3 years ago

Having the same issue today.  Yesterday worked perfectly.

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Krautgs

Visitor

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2 Messages

3 years ago

Same problem. Any solutions. Getting tech help on the phone is useless 

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user_41287d

Visitor

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22 Messages

@Krautgs​ I honestly feel as though what’s going to be required of them is an update to the Xfinity Steam app. The app was just updated yesterday/day before yesterday and so I have a feeling this error we are all getting is probably connected to the app update. In which case Xfinity will have to resolve.

I did try a workaround yesterday evening. It’s not ideal but will help a little.

On my iPad, I went to the Safari browser and logged into xfinity.com/stream.  I made sure I clicked “Request desktop version” in my Safari browser. Then, on the Xfinity.com/stream site, I clicked on LIVE and tried to watch one of the channels I’m normally used to watching in the actually Xfinity Stream app.

And it worked.

Oh, and in my Safari browser I turned on the picture-in-picture add on I have. That way, I could watch in picture-in-picture.

3 years ago

user_e1b686

Visitor

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15 Messages

I hope they fix it sooner than later-I'm having major internet issues and I've been dependent on the streaming app using my cell data.  Tried your trick of going through Safari, and it opened the old guide with lots of channels, but wouldn't let me watch except through the APP which got me back to the 10 or so TVGO channels.  Couldn't find a request laptop version.  

3 years ago

customer_xyz

Visitor

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15 Messages

Everything refers you to the app and yes despite all of those To Go channels being there, they are not available outside of home Wi-Fi. Yep, the app was updated but the issue occurred before that update was provided. There’s been several forum posts about this issue and we have received different answers when calling Xfinity. I too heavily rely on TV To Go programming due to travel. If this issue isn’t corrected soon, Xfinity will be losing many customers to other options.  

3 years ago

user_41287d

Visitor

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22 Messages

@user_e1b686​ I went to the Safari browser on my iPad, then to the xfinity.com/stream website. I clicked on Request Desktop Version, and I was able to watch some of the channels I’m normally accustomed to watching in the app (TV One, Food Network, Hallmark, etc). It’s not ideal and I did get an error message a couple of times about playback being paused and so I had to click the video to restart the playback.

But I was able to watch those channels.

They need to get it together and fix the app.

3 years ago

CCKyla

Problem Solver

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411 Messages

We appreciate your feedback and are always working to improve on our customer experience. 

I no longer work for Comcast.

3 years ago

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XfinityNicolas

Official Employee

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1.1K Messages

3 years ago

Hey @user_8034d3, thank you for reaching out to Xfinity Support on our forums. We certainly want you to be able to watch what you want in your home and I'd love to help. One thing to check is that the device is not connected to the Xfinity Hotspot. Another thing that fixes it a lot of the time is restarting the modem as it isn't registering. If it is still continuing after those two steps, it may be a provisioning issue which we can trouble shoot further if you can send us a direct message. 

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the page

• 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

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user_e1b686

Visitor

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15 Messages

3 years ago

So is the limited lineup permanent?  We can no longer watch the previous channels when we are gone or internet is down using cell data?

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user_a6fe63

Contributor

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19 Messages

3 years ago

Word is the change is permanent.

https://www.xfinity.com/support/articles/cancel-my-xfinity-services

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user_41287d

Visitor

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22 Messages

@user_a6fe63​ Hmmm..I tend to think it’s an issue with the app, NOT a change in service.

Reasons:

1. I went to the Safari browser on my iPad, signed in to xfinity.com/stream, and requested the desktop version of the website. From there, I was able to watch some of the channels live that I’m normally accustomed to watching in the app. It was a little buggy (a couple of times I received an error that playback was paused and I had to click on the video to restart it). But it worked.

2. I saw someone on Twitter say that they can still watch the channels in the Xfinity app on their Android device, but not the Xfinity app on their iOS device.

This points to it being an issue with the app.

But it also illustrates that Xfinity is horrible with customer service.

They are aware of this global issue affecting their iOS Xfinity Stream app.

They need to send out an to their customers indicating what they are doing to fix this issue.

They are horrible at customer service and communication.

3 years ago

user_e1b686

Visitor

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15 Messages

@user_a6fe63​ Don't think it's an intentional change.  The description on the itunes app store still says you can watch more than 250 channels away from home and your whole lineup if at home.  I hope they're working on it-they need to communicate with their customer service reps so they can communicate with us.  Frustration comes from not knowing what's going on.

3 years ago

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user_a6fe63

Contributor

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19 Messages

3 years ago

It’s working and has all channels via android. Only iPhones having issues

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user_41287d

Visitor

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22 Messages

@user_a6fe63​ Exactly. I tested the app on my Android device earlier and it’s performing as should be. This is an issue related to the iOS version of the Stream app.

3 years ago

user_e1b686

Visitor

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15 Messages

3 years ago

It’s back on iPhone today. Guide won’t populate, but the channels are all back!!

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user_41287d

Visitor

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22 Messages

@user_e1b686​ No, it’s not resolved. I screen captured three channels/networks that I normally watch live in the app with no problem.  The Watch button is still greyed out, and beside it the message about in-home Wi-Fi.

3 years ago

user_e1b686

Visitor

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15 Messages

That’s what I was getting yesterday. But today it worked like before. Maybe being fixed by regions? Hopefully it sticks. 

3 years ago

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user_e1b686

Visitor

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15 Messages

3 years ago

Working better today-they added ABC about an hour ago. I'm pretty much back to normal.  Thank you.

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user_b596bc

Visitor

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1 Message

3 years ago

I’m having the same issue trying to watch a football game that is recording but still inprogress.  I’m using the stream app in iPad

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XfinitySara

Official Employee

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1.8K Messages

Hey there, @user_b596bc! Thanks for commenting on this thread with your shared concerns. Has the issue been resolved?

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

3 years ago

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Djcaseclosed

Visitor

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1 Message

3 years ago

If you're using a VPN, turn it off. Otherwise, I'm not sure what else could be causing that issue.

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