U

Visitor

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1 Message

Sat, Sep 18, 2021 1:20 AM

Problems with Xfinity streaming mobile app

I am not able to access all the channels on the Xfinity mobile app. The app only shows the to go channels I can no longer get local channels. Is anyone else having this issue issue. 

Visitor

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7 Messages

2 m ago

Same here. Currently on the phone with Comcast, but I seem to be on the phone with someone who is just reading a "script". 

Visitor

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7 Messages

2 m ago

Problem seems to be with the xfinity stream beta app, on Roku, computer and iPhone. I can only see the ToGo channels, and the Roku is giving me a message "It looks like your plan doesn't include any channels.." when I try to watch Live TV. 

Official Employee

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3K Messages

2 m ago

Greetings, @user_a6fd49! Thanks for reaching out to us on the Forums! I hope you are having an amazing day! I apologize to hear that you are having issues with the mobile app not showing you the local channels. We can certainly have a look into this. Have you tried from a different device like a computer to see if you get these channels? You should be able to stream on a pc from  xfinity.com/stream. If you are able to then it sounds like we might need to run a refresh on the account.

Visitor

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7 Messages

@XfinityMichaelC 

As I stated in my message, iPhone and computer both show the ToGo channels only. I have since contacted Comcast. They did a refresh, took about an hour before all got fixed. Why does this happen?

XfinityEthan

Official Employee

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518 Messages

@user_616895. That is a good question, but very complex and involves programming/engineering that is out of our scope, but I can say that sometimes information comes out of sync due to backend issues and that is wy we have steps in place to resolve it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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3 Messages

2 m ago

I am having these problems today.

New Poster

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6 Messages

2 m ago

Mine hasn’t worked in 2 days, did a refresh. Comcast said it’s a problem on their end and were working on it, yet it is still not working

Visitor

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3 Messages

2 m ago

I had the same problem.  Was on phone for an hour and didn't get any help.  Went to Xfinity store and they told me to delete app and room and then start over.  I did and itvworked, although I think there was more to it than that.

Visitor

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7 Messages

@user_6b85d9 They have to do a reset on their end. My problem was fixed this way. Tell them others have had this issue and that was their solution. Don’t go to the store, they are not very helpful with tech support from my experience. 

Visitor

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7 Messages

@user_6b85d9 Sorry! My reply was meant for someone else. 

New Poster

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4 Messages

2 m ago

Having the same issue on 3 Apps Roku, Samsung and IOS Mobile. Customer service couldn’t even understand what I was explaining to them, after being on the phone for hours with them. I ended up going to the Xfinity Store and they couldn’t explain what was happening. Told me that I needed a service technician to come re-wire my house. Which didn’t make any sense to me at all. 

(edited)

Visitor

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7 Messages

@binkybink They have to do a reset on their end. My problem was fixed this way. Tell them others have had this issue and that was their solution. Don’t go to the store, they are not very helpful with tech support from my experience. 

Visitor

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3 Messages

I waited an hour on line and never got to speak to anyone.  Went to store and.A tech.helped me.  I deleted and then reloaded and that worked.

Visitor

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2 Messages

I’m having the same issue. Started this morning.

XfinityGina

Official Employee

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360 Messages

This issue should now be resolved. If you are still seeing this issue, please uninstall and reinstall the app. If the reinstall doesn't work, please send a direct message to us so we can send over an account refresh signal, using the following instructions:

 

 

 


(Full credit to @BruceW for this excellent explanation!) 


"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:


 • Click "Sign In" if necessary


 • Click the "Direct Messaging" icon or https://comca.st/3lehSbn


 • Click the "New message" (pencil and paper) icon


 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there


 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list


 •  - An "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


See https://comca.st/3lgipcY for an example.

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

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