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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24.1K Messages

1 y 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.

Official Employee

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2.5K Messages

1 y 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.

Visitor

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1 Message

6 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

5 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!

XfinityAmira

Official Employee

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2.4K 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 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

Visitor

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1 Message

2 m ago

I had this same problem and it was cleared up quickly.  I called 1-800-comcast.  After wading through the phone tree and asking for an "agent" several times I got Antonio as a live person.  He was very nice.  He said he understood my problem and for me to hold while he transferred me to a "streaming specialist" (important!).  That man was Justin.  He was very helpful and courteous.  Bottom line is that he needed to reboot something on their end that had to do with streaming services (not the normal rebooting of a router).  After two minutes he then told me to delete and reinstall the xfinity app.  It worked!  It had not worked previously before this call and his reboot.  If you are not sure how to do this, he was helpful in directions also.  I ran into two techs, one smart enough to transfer me to a specialist and one smart enough, and patient enough, to adjust things on their end and then wait for me to install/reinstall on three different TVs.  Comcast can keep these two guys and give them a raise!

Official Employee

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368 Messages

This thread is over 10 months old, any and all who still need assistance, please create a new thread detailing the situation, and we can assist there. Closing this thread. 

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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