followingrabbit's profile

New Poster

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1 Message

Mon, Sep 28, 2020 3:00 PM

Roku streaming app missing channels

So we recently returned our cable boxes and modem, and purchased our own modem. We've been streaming the Xfinity app without issue until a few days ago many channels are missing and say "subscribe" if you click on them. I verified with an xfinity customer support person that we should have the channels. After 90 mins on the phone and at least 7 support people transferring me, it seems the issue is that we need an "all up video" code added to our account. After being passed back and forth from tech to billing several times I was told I need to go into an Xfinity store. Garbage. Surely someone can help me over the phone?!

Responses

Rustyben

Expert

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24K Messages

7 m ago


@followingrabbit wrote:
So we recently returned our cable boxes and modem, and purchased our own modem. We've been streaming the Xfinity app without issue until a few days ago many channels are missing and say "subscribe" if you click on them. I verified with an xfinity customer support person that we should have the channels. After 90 mins on the phone and at least 7 support people transferring me, it seems the issue is that we need an "all up video" code added to our account. After being passed back and forth from tech to billing several times I was told I need to go into an Xfinity store. Garbage. Surely someone can help me over the phone?!

yes you are asking for a no-equipment all TVIP plan. I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Official Employee

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2.4K Messages

7 m ago

@followingrabbit.

 

Hey there! I would love to help you out in regards to your Roku and missing channels. Let us troubleshoot together and get this situated! 

Can you please private message me your full name? Thank you for posting to our forums. 
To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Visitor

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1 Message

1 m ago

I am also having this issue with my xfinty app on my phone, my roku box, and fire stick. I just recently upgraded my Comcast box and now it’s saying I need to subscribe when my main tv has all the channels.

Please help me

Visitor

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1 Message

1 m ago

I am having the same problem - I returned my rented TV Box and now I don't have access to most of the channels in my package on my Xfinity Stream apps (Roku, iOS, internet browser).  I have had several calls and chats but this has not been resolved.  Can someone help here please?  Thank you!

ComcastAmira

Official Employee

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2.3K Messages

Hello @user_37ca06 & @user_66b663, thanks for reaching out to us on our Forums page about the troubles you're experiencing with the Xfinity Stream app. As a person who enjoys utilizing the Xfinity Stream app on my various mobile devices as well, I definitely understand wanting to get this resolved as soon as possible. My team is here to help you! Please send us a Private Chat Message for further assistance. 

 

To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

 
 
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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