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user_b0b481
1st Reply

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6 Messages

Saturday, July 10th, 2021 11:23 PM

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Samsung Smart TV Xfinity beta app issues

I have the same issue:  New Samsung Frame TV.  Strangely, I can stream the app when I use the Xfinity account in my husband’s work apartment in another state. I linked/unlinked accounts thinking that might be it.  I have installed/uninstalled; powered off/on; and talked to service reps for the past month.  Every other app works splendidly. There has got to be an easy fix.  Operating through Eero as well.  

I would like to be able to watch local channels and live shows in MY timezone and not 2 zones away!

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4 years ago

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This post was created from this reply on different post
XfinityAldrik

Official Employee

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2.2K Messages

4 years ago

Hello @user_b0b481, thank you for taking the time to reach out to us. I made your comment into a post due to the original comment being posted in an old thread from last year.

Just to clarify, does the application work when you are in your husband's work apartment or does the login for the work apartment account work in your current address? The application would appear to be experiencing issues due to being signed on with a login for a different account. 

The stream beta application only works when signed onto in the same Xfinity WiFi as the Xfinity account with access to cable.

Do you have our cable services at this home too?

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user_b0b481

Visitor

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6 Messages

4 years ago

Thank you for responding. Husband uses cable and I have streaming through a separate Xfinity cable account. I tried linking the two accounts but it seems that’s just a convenience for billing, etc so I unlinked. 

My Xfinity was working when the techs left the house after we moved in. Husband returned to his apartment a few days later and his cable wasn’t working so he rebooted. His then worked and mine wouldn’t. Even though I was signed on with MY account and not his. 

I tried to keep the two accounts separate to avoid this. His is in HIS name with his log-in and mine is in my name with my log- in. Two separate service locations. But I use the same billing address and  I’m enrolled in auto-pay with the same credit card. 

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CCAbbie

Problem Solver

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1.4K Messages

@user_b0b481 Thank you for providing that information. This would be so frustrating and I want to make sure it gets resolved. Just to confirm, your husband was trying to watch TV via a cable box, and not via our streaming app, correct, or was he the one using the streaming app on the Samsung TV? Also, can I have the error message you are getting when you have the issue? 

I no longer work for Comcast.

4 years ago

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user_b0b481

Visitor

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6 Messages

Apologies in my delay in responding….  Yes. Husband has cable. I have streaming. Both are Samsung TVs. When accounts were linked, I could view his networks but not mine. We are currently unlinked and this is the message I get:

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4 years ago

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XfinityChristina

Official Employee

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923 Messages

Thank you for these pictures, I want to make sure I fully understand. Are there 2 different cable locations streaming or with a physical box? If so, whatever location you are at needs to match the address of the profile you are using to stream. So let's say location #1 and username #1 and location #2 and username #2, you cannot be in location #1 while using username #2 and visa versa. To confirm, that's not what you're trying to do? That's what that error means. 

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.
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4 years ago

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user_b0b481

Visitor

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6 Messages

#1- husband X1 hard-wired cable in apartment. Individual log-in & password for account. Account established 10/2020.  Account is in his name. 

#2- wife Streaming on Samsung Frame at primary residence using EERO system. Different log-in &password. Separate account opened 6/2021 in my name. 

At present the only thing the two accounts have in common is the credit card for auto-pay

when I linked accounts thinking that was the issue, I got stations from #1 at #2 location. 

when I unlink, the error message shown is what I see at location #2

4 years ago

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XfinityChristina

Official Employee

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923 Messages

Thank you for confirming these details. If you haven't already can you make sure the Wi-Fi on the TV is connected to the correct one at the home? I know this seems silly, but I had a similar issue in my home until we realized it was connecting to the hotspot not the inhome Wi-Fi. Are you noticing this issue on just the TV or other devices as well? 

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

4 years ago

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