Keithmez's profile

New Poster

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4 Messages

Tue, Nov 12, 2019 9:00 AM

No video subscription on Xfinity stream app on Roku tv and no streaming on mobile app

I have been getting an error message that says I need a video subscription on my roku tv. I have called several times to troubleshoot and nothing has helped, even requested someone come out to physically see it and they too didn’t know what to do. I am on my home wifi and have tried uninstalling the app, resetting the modem, factory reset the tv as well. It was working since early october but a few weeks later i have been having the issue. I am also having the same issue on the mobile app for ipad and iphone. When i go to live tv it only gives me 4 channels such as cheddar news, etc.. When i click to go a feature sports channel on the main page of the app it says i need to connect to home WIFI. i have X1 DVR box and another box in the bedroom. I have high speed internet with comcast as well with my own purchased modem. I recently moved and has stopped working since.  Please help its been going on for 3 weeks with no resolution. 

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Responses

Accepted Solution

Rustyben

Expert

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24K Messages

2 y ago


@Keithmez wrote:

i have X1 DVR box and another box in the bedroom. I have high speed internet with comcast as well with my own purchased modem. I recently moved and has stopped working since. 


this is a frequent issue after just moving. go to xfinity.com web site and sign in. go to account, then users and create a new user. use that new username to sign in to the stream app. be sure to accept the terms and conditions carefully. did that new username work properly?

New Poster

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4 Messages

2 y ago

i have X1 DVR box and another box in the bedroom. I have high speed internet with comcast as well with my own purchased modem. I recently moved and has stopped working since. 

New Poster

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4 Messages

2 y ago

I can’t create a new user name because it won’t allow me to use my phone number and email as it’s already being used for another user name. Why would I need to create a new user name? Why can’t my currents user names work like before?
Rustyben

Expert

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24K Messages

2 y ago

create a new name like yours with an 'a' after it. it is a test on your account.

New Poster

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4 Messages

2 y ago

That worked, thank you! How come the orginal user names do not work for streaming though? 

Rustyben

Expert

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24K Messages

2 y ago


@Keithmez wrote:

That worked, thank you! How come the orginal user names do not work for streaming though? 


you have proved that the account has no issue. you can call 800-comcast and select billing and ask them to fix your original username to point only to your current account/address which should make it start working again.

Regular Visitor

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10 Messages

1 y ago

I'll try this today, thanks. They are totally clueless. 5 agents and 3 hours so far. 

Regular Visitor

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10 Messages

1 y ago

The xfinity app on my tv asks me to sign in, but I just click the 'sign in" box. It doesn't ask who I am. 

Regular Visitor

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10 Messages

1 y ago

See my posts from last night and today. We both have same issue with no help from XFinity. Keep following, maybe someone will help us. 

Regular Visitor

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10 Messages

1 y ago

I can't create a new user name to sign in, as when I do sign into the Xfinity streaming app, it does not ask me user name. Just a box to click to "sign in". That's the problem

Rustyben

Expert

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24K Messages

1 y ago

moved thread to stream app area of the forum

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