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user_914649
1st Topic

Visitor

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1 Message

Friday, June 24th, 2022 11:05 PM

Closed

Live stream issues

Out of the blue, CNN live streaming is no longer available on my phone app. No changes have been made to my subscription. In fact, the cost of my subscription recently increased last month. This issue started today. Need this fixed asap 

Question

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Updated 

3 years ago

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Jasmc

Contributor

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16 Messages

3 years ago

Same issue here. On my home next work and no live stream channels are working. Some channels redirect to tvgo other give a playback issue error 4 message. 

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XfinityJessicaA

Official Employee

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330 Messages

Hello @Jasmc We appreciate you taking the time to reach out to us today. I know how important it is to ensure the steam app is working and you can watch your subscribed content. We'd be happy to troubleshoot to get this resolved. 

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

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

0

CCGina

Official Employee

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800 Messages

3 years ago

Uh oh, thank you both for letting us know about this, @user_914649 and @Jasmc. 

 

Have you already attempted trying to access CNN using either a different platform like the Stream website, Stream app, or trying the CNN channel on your cable box, closing out the window and reopening (or closing and reopening the app), trying a different browser, clearing cache and cookies, rebooting the device completely, signing out of the app and back into it, and/or trying a different username (if possible/applicable)?

 

@Jasmc, you mentioned that you received a playback issue error 4 message; was there a code that shows with that message? Usually app errors show as "Error TVAPP-[numbers]".  

 

We appreciate you both telling us about this! Please let us know any other troubleshooting you've already done, and also any other information that is pertinent so we can ensure that we get to the bottom of this issue ASAP.

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wolf3345us

Visitor

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1 Message

3 years ago

I am running into the same issue today.  Watching on my Roku and the service cut off.  Every channel I normally watch is saying I need to subscribe.  I tried on my computer's browser and its doing the same thing.  Same thing on the Xfinity app on my phone, even toggled over to cellular data and I got the same thing.  It's not a connection issue in that case. 

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CCValerie

Official Employee

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974 Messages

HI there, @user_914649, thank you for sharing your experience on through our Xfinity Forums. I have received your direct message and will be responding to you there shortly to continue assisting. 

I no longer work for Comcast.

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

0

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