Only TV GO channels showing, no locals

I turned in my cable box today at xf store. She asked me if I had xf modem because order said I was going to lease one. Nope, I’ve owned an Arris sb8200 for several years. Worked fine with the full channel lineup on xf stream last night. Tonight after my visit to the store, just tvgo channels. Something changed with whatever the store employee put into the system. She did change speed from 500 mbps to 1000 mbps because she said they both cost the same.
I spent 1+ hours with a patient tech who tried everything. Deleting and reloading apps. Unplugging modem. Unplugging my Netgear Orbi router. Nothing helped.
I welcome any and all input to solve this conundrum.
Thanks!

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XfinityRay

Official Employee

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3.7K Messages

19 days ago

Hi there, @janesil! Thank you for reaching out about the channels working. We appreciate the steps you tried in troubleshooting the problem. If you have an internet only plan, our TV GO channels will work in the Xfinity Stream app on your wireless devices like a TV or a cell phone. If you have a TV package and internet, you can watch your full TV subscription in the Xfinity Stream app. The Xfinity Stream app on partner devices, such as Apple TV, Amazon Fire TV, and Roku will only work if you have a TV package, https://www.xfinity.com/support/articles/xfinity-stream-app-faqs. We do offer the Xfinity Xumo Stream boxes at no monthly charge. That gives you 300+ channels and 250+ apps that you can enjoy on your TV. You can see more here, https://www.xfinity.com/support/articles/xfinity-xumo-overview. Do you want to look further into that option so you still get entertainment on your TV?

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janesil

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5 Messages

Hi Ray,

Thank you for your response.
The channels I watched while on cable, such as CNN and HGTV, were still on my Xfinity Stream app after cancelling my cable service until I returned the cable box.
They were no longer viewable after turning in the cable box. I guess I foolishly thought I still was able to see them online only.
I must have made a half dozen phone calls to out sourced staff all over the world who told me it most likely was my modem or other issues. I made it clear that it happened suddenly when I brought the cable box back.
Finally, a tech was sent out to check the coax connection for internet on the outside of the house. Within minutes, he solved the problem, telling me the video package was canceled the day I brought the box back. Now it all makes sense.
Please educate your out sourced techs on this issue. Can’t tell you how many hours I spent to solve this.
Jane

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7 days ago

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XfinityJanelle

Official Employee

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2.1K Messages

I greatly appreciate you taking the time to provide us with your feedback. Good or bad, feedback is important to us to not only improve our products and services, but the customer experience as well. I would gladly pass along the feedback through the proper channels. Do you need any further assistance with your account?

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5 days ago

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Xfinity Stream App

janesil

Only TV GO channels showing, no locals

XfinityRay

janesil

XfinityJanelle

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