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user_584ed5
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3 Messages

Monday, November 7th, 2022 10:33 PM

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Missing HD channels in stream app

I recently lost my local hd channels. I checked online and they are still there. However that app doesn’t show them as an option. 

Question

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Updated 

2 years ago

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user_ab38b4

Visitor

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5 Messages

2 years ago

I have this same exact issue. On my phone or computer it works fine, but on my Roku or LG TV the stream app no longer shows HD channels. It isn't a filter or anything either, there isn't even a filter there to turn off. The HD channels are simply gone. I even tried streaming the Xfinity Stream app to my Chromecast to at least work around it until there was a solution, but even that feature doesn't work at all. Very annoying and almost feels like its by design somehow. I mean why would it still work on the phone and computer but not the TV apps...

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XfinityJessicaA

Official Employee

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330 Messages

Hello @user_ab38b4 We appreciate you taking the time to reach out to us today. I know how frustrating it is when the TV isn't working and I'd be happy to troubleshoot this with you. 

 

Please send me a DM with your name and full address by doing the following: 
 
Ensure you are first signed in, then you will see an icon at the top right of your page.
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.

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

2 years ago

billyjoebobbill

Visitor

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1 Message

2 years ago

Same issue as well, following for resolution.

1

XfinityAngie

Official Employee

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1.4K Messages

@billyjoebobbill, let us know if you are still having issues. 

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

2 years ago

0

CCMike1

Official Employee

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933 Messages

2 years ago

Hi
user_584ed5 I'm sorry to hear that your services haven't been meeting the standard we set for ourselves! We want all of our customers to enjoy their services at the speed and reliability Xfinity is known for, and I'm going to do everything I can to turn things around for you so you can do just that. Have you tried uninstalling the app and reinstalling it? 

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user_584ed5

Visitor

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3 Messages

2 years ago

Yes. I have uninstalled and reinstalled. This is also happening to another roku tv we have. So it is not isolated to one device. 

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CCMike1

Official Employee

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933 Messages

2 years ago

Got it. How about a modem reset to refresh the entitlements? Has this been done too?

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user_ab38b4

Visitor

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5 Messages

2 years ago

I know you are working with the original poster, but just adding on for more info.
I have also uninstalled the app on my Roku and my LG TV and reinstalled. This did not help. This worked previously on both devices. The Stream app works fine on my PC or my Phone, showing my HD channels.
So not sure how resetting the modem would fix anything related to this as the Stream app works fine on 2 devices and not on 2 others. 

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XfinityJessicaA

Official Employee

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330 Messages

It does look like there was a response for the original posted but I can also troubleshoot your account to get this resolved. Please send us a dm and we'd be happy to look into this. 

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

2 years ago

0

user_584ed5

Visitor

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3 Messages

Yes. I would like some help. Thank you. 

2 years ago

0

XfinityDemitrius

Official Employee

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1.3K Messages

Could you please send our team a direct message with your full first/last name and complete service address (Including the city, state, and zip code)? 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

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

2 years ago

0

user_65a965

Visitor

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2 Messages

2 years ago

I am having this issue as well. I am see my HD channels in my phone app but when I go to the stream app on all 3 of my tvs I don’t have any HD channels. Following for help solving my issue. 

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XfinityThomasD

Official Employee

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973 Messages

I hope you are seeing improvement with your channels appearing now. If you are still having trouble, some folks have seen an improvement or fix by refreshing the entitlements on the account. This can be done through an X1 cable box, if you have one for another room, or from our website. The link below goes through the steps on a cable box, but there is also a link in the first paragraph to direct you to the website to have this done.

 

System Refresh

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

2 years ago

0

user_65a965

Visitor

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2 Messages

I tried the system refresh and it did not work to restore my hd channels. It was almost like with the new update of the stream app it did away with HD channels altogether. 

2 years ago

CCLysa

New Problem Solver

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617 Messages

Thank you for the update! Please send me a Direct Message so that I can gather some account details. 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the “chat" icon (upper right corner of this 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
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

I no longer work for Comcast.

2 years ago

0

user_ab38b4

Visitor

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5 Messages

Yeah I have gone through all the same stuff with support. This really seems like it should be an easy thing to check, maybe get the App developers involved. Refreshing entitlements did nothing which I would sort of expect, since my PC and Phone are connected to the same network. It seems to be an issue with the software for TV's and Roku at the moment. I have no cable box. Support wanted to send someone out to my house...not sure what they can do since there is no cable box.

2 years ago

0

user_ab38b4

Visitor

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5 Messages

So I turned on my TV today around noon eastern time, I had the Xfinity Stream App on a channel. Then I went out to the main summary screen and all of a sudden the HD channels were there!

I thought to check the software version of the app at this time on my LG TV. The Xfinity Stream version is 1.15.1. There was no update to the software here, the channels simply appeared. I then went to my Roku to check it, same thing, the HD Channels were just there. Software version of the Xfinity Stream app 6.9.0.

Since I was in the app and there was no "reboot" of any kind, this had to be some kind of fix on the Xfinity side, on the backend systems that provide the channels. It must be well beyond the standard "entitlements" reset that most people have had done to no avail. I'll post this in my DM with tech support as well, but would be curious if anyone else on this thread all of sudden got their channels back!

(edited)

2 years ago

0

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