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user_602441
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Monday, October 4th, 2021 4:55 PM

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Plan doesn't include any channels

Ive been using the stream app on my tv for months so i could free up a hdmi port for a gaming system and all of a sudden the stream app isn't working? Anyone have this issue? Tried closing and reopening app as well as reinstalling it but nothing works.

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3 years ago

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user_929547

Visitor

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1 Message

3 years ago

same issue, happened early this morning around 3:30am when our regular update happens. tv firmware is updated, signed out and signed back in, then uninstalled the app and reinstalled the app. no xfinity beta stream love today. :(

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CCJodie

Problem Solver

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1.3K Messages

3 years ago

@user_602441 Hi there! Sorry to learn about the Stream app issues. There have been some known issues this week with the app but is the issue still ongoing? 

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user_634ee4

Visitor

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3 Messages

@XfinityJodie Still happening for us. Spent an hour on chat support yesterday and they could not resolve. Stream app for SmartTV says I do not have any channel with my plan, the Stream app for IOS display Cheddar News, Sky News and Stingray music channels only. Also any of my network apps that were connected to my account (e.g. ESPN app) says I don't have access to this channel with my subscription.

3 years ago

user_634ee4

Visitor

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3 Messages

3 years ago

Still happening for us. Spent an hour on chat support yesterday and they could not resolve. Stream app for SmartTV says I do not have any channel with my plan, the Stream app for IOS display Cheddar News, Sky News and Stingray music channels only. Also any of my network apps that were connected to my account (e.g. ESPN app) says I don't have access to this channel with my subscription.

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CCTambrey

Gold Problem Solver

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3.4K Messages

3 years ago

Hey, everyone!

We were having some issues with the Stream App and entitlements recently but they should be resolved at this point. 

Please be sure to reboot your equipment first to see if that helps, if you are still having problems then send us a Direct Message with your first and last name as well as your service address so manually refresh your account and get your entitlements flowing properly again. :)

To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

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user_634ee4

Visitor

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3 Messages

@XfinityTambrey Will do but that is what the chat support person tried for us last night (manually refreshed our account and entitlements). 

3 years ago

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user_87657a

Visitor

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2 Messages

@XfinityTambrey You are still experiencing this issue. My ticket is being pushed to the “engineering team”. I was on the phone with 3 reps today (over an hour) and NO ONE mentioned this is a known issue. This is ridiculous that we are spending so much money on an app that consistently has issues. I would love your help to see if you can get our “plan to include channels”

3 years ago

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user_40cd14

Visitor

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1 Message

3 years ago

I'm having the same issue and still no resolution. I've chatted with an Xfinity agent, too. All they said was "Just to setup right expectation we are experiencing server issue with Xfinity stream and our engineers are working on it to get this issue resolved". This was about 4:20pm CST. It is currently 5:25pm CST as I type this message. And, like one of the other posters mentioned, I've been having this issue since after midnight last night/this morning...

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CCAaron1

Problem Solver

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954 Messages

Hello and thanks for reaching out @user_40cd14. Are you still having issues? If so, please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

  • Click "Sign In" if necessary 
  • Click the direct message 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 
  • 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.

3 years ago

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mike1sc

Contributor

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73 Messages

The Xfinity Mobile app has just removed the HD channels from the lineup.  I use these on Rokus in two different areas of my house in addition to paying for 6 boxes and a DVR.  If Comcast is going to remove HD channels on the mobile app without the courtesy of telling your customers, that's pretty unprofessional.  It's not a mistake as on the Options panel the HD channel provision has been removed.  Do you know what SD looks like on a 65" tv on Roku? 

3 years ago

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mike1sc

Contributor

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73 Messages

And of course no one has responded to my comment from 19 days ago, because it is a fact that Xfinity removed the HD channels from the preference page on their stream.  

For a company that keeps losing customers, one could assume that same company wouldn't purposely remove a feature their paying customers use, without realizing the inconsiderate decision to do so will only result in the loss of more paying customers.  I am a 22 or 23 year paying customer that is about to finally dump Comcast. 

I've had enough of all the price increases and the lack of any customer service....  I took my statement recently into a Customer Service Center and asked if I could get an explanation for Comcast removing HD channels on the stream, and the young lady told me if I was unhappy with my service, I should close my account.  I just stood there for a moment  because that is the oddest thing I have ever heard a customer service rep say.  Now that is some awesome customer service!  

3 years ago

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jjoynt2505

New Poster

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2 Messages

3 years ago

Happening to me tonight. Terrible. Right in the middle of a playoff baseball game thanks a lot.  

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user_a7b637

Visitor

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2 Messages

3 years ago

Same issue for me tonight during the playoff game. Last week Xfinity sent me an X1 box that was the same one I already had. Spent 2 hours on the phone and subsequently had to drive to the store to return the Box.


Numerous other issues too. I don’t want to, but may need to look for another provider.

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mfam225

Visitor

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1 Message

3 years ago

I’m having the same issue today.  Has xfinity removed live channels from the appps??

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XfinityJosephA

Official Employee

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1.5K Messages

Hello, @mfam225, are you currently using the Xfinity Stream app? If yes, live channels were not removed but there was a confirmed issue with the app that has been resolved for most our customers. Have you recently tried the troubleshooting steps mentioned above? If yes, please use the Direct Message icon at the top of the page to send your name and service address to "Xfinity Support." 

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

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dawcrn

Visitor

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1 Message

3 years ago

Same thing here. Any resolution? 

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XfinityAldrik

Official Employee

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1.8K Messages

Hello @dawcrn, thank you for reaching out to us on our community forums. Could you please send our team a private message with your full name, full address, and username? 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

user_73d60a

Visitor

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1 Message

3 years ago

Same here just got off work and sat down to watch some TV and the app says “It looks like your plan doesn’t include any channels”. The crazy thing about this is when I use my phone that app works fine and allows me to view live TV.  Please correct this issue.

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CCTambrey

Gold Problem Solver

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3.4K Messages

Hello, @user_73d60a. I see it has been a few days now since you made this post, and I wanted to check in quickly to see if you were still having troubles watching shows on the Stream App?

I no longer work for Comcast.

3 years ago

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Jove114

Visitor

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1 Message

3 years ago

I am having the same issue on 3 LG CX OLED tvs. Currently a Direct TV stream customer and was looking to switch. I added bundled TV this weekend and have only been able to get my channel offering to show on IOS, fire tv, and PC. I would like the stream app to work on the native LG WebOS without having to switch to another stream device. 
I have hard reset the tvs, uninstalled and reinstalled the apps: Re-registered them multiple times with no success. If there’s no hope I’ll cancel as I’m only 2 days into my added service and I’ll stay with Direct…

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XfinityEmilyB

Official Employee

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1.7K Messages

Welcome to our community forum, @Jove114! I use the stream app all the time and I'd be upset if it wasn't working so I'll stick with you here until we reach a resolution together. Thank you for trying so many troubleshooting steps already! That is super helpful :). It sounds like we'll need to create a ticket for this issue and we'd hate to lose you!

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help. 

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

Nikk477

Visitor

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1 Message

3 years ago

Having the same issue. I just moved and now cannot get the stream app to work on any of my TV's or my phone/tablet. No channels showing on phone, but when the app on my TV is trying to connect it says "not connected to home wi-fi" which I definitely am. Spent over 2 hours on the phone yesterday with customer service with no fix. They want to send someone out to my house on Saturday but I don't see how that will help. I have read others with similar problems and it was a backend issue where the userID no longer linked properly. The rep had to "repackage" the account into the same package, essentially a hard forced-refresh it sounds like.  HOW DO I HAVE THIS DONE! No one on the phone seems to listen when I say I had this issue last time I moved and it had to do with my email address being associated with an old account. HELP!

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MRZ51999

Visitor

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2 Messages

3 years ago

Same problem here.

only have a few channels to include sky tv

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