MountJulietMJ's profile

Frequent Visitor

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5 Messages

Mon, Dec 14, 2020 6:00 PM

Local channels disappeared from Xfinity beta app 12/2020, just like last year. See below.

This issue occurred in the Nashville area: On 12/8/2020, all four major networks disappeared from the Xfinity Beta app for my Roku TVs, and also from the streaming app on my phone. On 12/9/2020, I contacted Customer Service regarding this.  A CR was opened. The Customer Service Rep stated that there was a problem with the app, that "higher" authority was aware, and the Techs were working on it. They could NOT give me an estimate of when the issue would be fixed.  The CSR assured me that I would receive some compensation for the lack of service. On 12-14-2020, I again contacted a CSR. They advised that my complaint of 12-9-20 had been closed out, although they could NOT say when it got closed, nor of a reason for it being closed. I advised them the the issue STILL was NOT resolved. The CSR opened up a new CR. In addition to the four major Networks, many other of the channels I watch are also gone. In fact, only the main Xfinity box has access to the four major Networks and MOST of the other channels I pay for. However, even Newsmax ,although it shows up on the Guide on the main Xfinity box, gives an error code (XR-03114), and is inaccessible. The sad thing is, this has happened before over the past two years. Can anyone provide help? Clearly the people who are paid to fix these problems are not/can not. My two year contract is up as of early March, 2021. I should NOT be paying for services denied. NOTE: I asked to speak to a Supervisor. I waited for over ONE HOUR to speak to a supervisor. They NEVER responded, and the CSR that remained on the line kept apologizing.

 

NOTE: I have reported this before on the SAME Xfinity Forum: COPIED:
Missing local channels in Nashville area October 31, 2019

This information is being posted for the benefit of other Nashville area Comcast customers who lost local channel access and as a result were unable to watch the 7th and final game of the World Series (on 10/30/19). Do not waste your time in doing a system refresh, powering off your modem and router, checking your account for something wrong with YOUR account information, etc. Having been a Comcast customer for over 30 years (in 2 states), I've learned that Level 1/Tier 1 Customer Service cannot handle your issues most of the time. In the latest case, after having my concerns kicked up to the next level CSR, I learned that "our engineers are aware of the issue (local channels disappeared from the Xfinity streaming app, Roku beta app, etc.), and our working on it". During the past several years, I have found this to often be the case. SUGGESTION: Comcast/Xfinity Level 1 CSRs should be given the same information that higher level CSRs access. Customers should NOT have to go through the "usual" song and dance, wasting their time, when the issue is often already KNOWN to be an engineering issue, NOT a individual customer/home issue.

 

Responses

ComcastJoeTru

Official Employee

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6.7K Messages

5 m ago

Hello MountJulietMJ. Welcome to the Xfinity Forums and thank you for posting. I can help research your account and local channel lineup for channel entitlements. To get started, please send me a private message and include your full name and service address so I can access your account. To send me a private message click my name (ComcastJoeTru), then click "Send a message". 

I am an Official Comcast Employee.
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Frequent Visitor

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5 Messages

5 m ago

Please see my response, which I sent a few minutes prior to opening this email.

Visitor

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2 Messages

2 m ago

Same thing here in Plant City Fl.

March 2021.

someone  sees to fix this problem.

Visitor

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3 Messages

1 m ago

Same thing just happened to us. Katy, TX.

Visitor

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3 Messages

1 m ago

Forgot to include the date: March, 2021. Please help

Official Employee

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81 Messages

Hi TUNGWEI HENRY. I would be happy to look deeper into why you are missing channels. So that I can better assist you I will need to look at your account. Could you please send me a private message with your full name and address? To send a private message, please go up to the "Chat" icon and click it, then click Xfinity Support. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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3 Messages

Sorry. Been away for a while and just now saw your response. Our local channels mysteriously reappear again after the xfinity maintenance was completed in our neighborhood. Not sure whether the fix was related to the Xfinity maintenance, but the timing seemed to suggest they are closely related. We currently have no issues. Thanks

Visitor

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1 Message

1 m ago

same issue here. happened a while ago and nothing has worked to bring back the channels.

Visitor

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1 Message

1 m ago

Just happened to us here outside Katy, TX / Houston, TX (77079 zip).  Have been using the beta app to stream local network since the start of the pandemic everyday in my office (no cable box avail for my office), disappeared today.  Hope it comes back, otherwise the app is useless to me. 

Official Employee

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127 Messages

I would like to look further into the reason why you are unable to use your app while at work. Can you please send us a Private Message with your first and last name and service address? To send our team a private message, click the chat icon at the top right of the screen. Choose the handle "Xfinity Support".

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

New Poster

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2 Messages

23 d ago

Same issue here 4/15/21 after many months of no issues accessing any channel within my plan. List of live channels is now missing my usual channels.  Thoughts on how to get this corrected?

Visitor

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4 Messages

I am having a similar issue in New Jersey. The app was updated to version 6.7.1.1972. Now when I look up “all channels” there are a lot of random channels missing. I have no favorite channels. I had an online chat with agent last night who said only that there are problems with app and the team is working on it and it would take several hours. Extremely frustrating!!

ComcastAmira

Official Employee

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2.3K Messages

Hello all! I am sorry to hear you're experiencing similar issues within the Xfinity Stream app. As an avid user of the app myself, I know the importance of being able to view all channels along with your favorites on your mobile devices. I am not seeing right off the back that this has been reported as as known issue and we would love to further investigate this on our end. Please send us a Private Chat Message for further assistance.

 

To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

New Poster

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3 Messages

22 d ago

Same issue started for me today in the Stream app. Missing a lot of channels. I have posted in the forum and sent a message. Awaiting a response. 

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