Yvonnecorral's profile

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Sat, Feb 22, 2020 4:00 AM

Stream app not showing all live channels only 5

Stream app not showing all live channels only 5.

Responses

Rustyben

Expert

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24K Messages

1 y ago


@Yvonnecorral wrote:
Stream app not showing all live channels only 5.

did you return all of your x1 set top boxes?

AW88

Frequent Visitor

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18 Messages

1 y ago

Having the exact same problem.  Been in an online chat session and on the phone with three different agents today for a total of 5 hours.  None of them were helpful.  Asked to be transferred to an App Support agent and/or to have streaming entitlemtns reprovisioned, was told that function only resides in "Tier 4 Suport". Finally got escalated to that level and they were as uselesss as everyone else, seemingly not understanding the problem.  Also tried to add a new user and log in under those creditionals.  No help there either.  

 

Anyone have any other advice or solutions?

Rustyben

Expert

 • 

24K Messages

1 y ago


@AW88 wrote:

Having the exact same problem.  Been in an online chat session and on the phone with three different agents today for a total of 5 hours.  None of them were helpful.  Asked to be transferred to an App Support agent and/or to have streaming entitlemtns reprovisioned, was told that function only resides in "Tier 4 Suport". Finally got escalated to that level and they were as uselesss as everyone else, seemingly not understanding the problem.  Also tried to add a new user and log in under those creditionals.  No help there either.  

 

Anyone have any other advice or solutions?


please do not cross-post your issue to multiple threads per forum guidelines.  what device are you using for the app? are you connected to your own home wifi? have you changed your modem/gateway lately? do you have at least one working home set top box installed in your home? have X1 service including xfinity internet service?

 

 

Regular Visitor

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4 Messages

I am having the same problem....only seeing 5 channels. I just converted my Comcast box to X1. It happened with that transition. What has to be done to see ALL of the channels again?

Official Employee

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143 Messages

Thank you for reaching out. Have you completed a system refresh by saying "Refresh" into your voice remote and then following the on screen prompts? I also wanted to make sure you are aware that any time you need to troubleshoot our MyAccount app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://comca.st/3gfWwIn. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!

AW88

Frequent Visitor

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18 Messages

1 y ago

Apologies for the cross posting. It’s been a frustrating day and I was caught up in searching for answers.

I’m on my home network and that set-up has not changed since service began two months ago. It’s all been working fine until this morning.

However even when trying to access the Stream App on a phone or computer away from home or strictly using cellular data and not WiFi (which again was easily done until this morning no longer works, so I believe it to be an app issue and not a connectivity issue.

Again my apologies for unknowingly flouting Forum protocol. I’ll use this thread only going forward.
AW88

Frequent Visitor

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18 Messages

1 y ago


@Rustyben wrote:

did you return all of your x1 set top boxes?


I've never had set top boxes.  

 

But again, my issue is not relegated to homes usage.  The same problem happens across all platforms (phone, ipad, computer) regardless of location. 

Rustyben

Expert

 • 

24K Messages

1 y ago


@AW88 wrote:
Apologies for the cross posting. It’s been a frustrating day and I was caught up in searching for answers.

I’m on my home network and that set-up has not changed since service began two months ago. It’s all been working fine until this morning.

However even when trying to access the Stream App on a phone or computer away from home or strictly using cellular data and not WiFi (which again was easily done until this morning no longer works, so I believe it to be an app issue and not a connectivity issue.

Again my apologies for unknowingly flouting Forum protocol. I’ll use this thread only going forward.

did you return all of your x1 set top boxes?

AW88

Frequent Visitor

 • 

18 Messages

1 y ago


@Rustyben wrote:

@AW88 wrote:

@Rustyben wrote:

did you return all of your x1 set top boxes?


I've never had set top boxes.  

 

But again, my issue is not relegated to homes usage.  The same problem happens across all platforms (phone, ipad, computer) regardless of location. 


to what xfinity video service are you subscribed?


My Account says:

TV - Internet

Digital Premier 

Extreme Pro Internet 

 

I'd be happy to provide screen shots if helpful as well.

 

Thanks

Rustyben

Expert

 • 

24K Messages

1 y ago


@AW88 wrote:

@Rustyben wrote:

@AW88 wrote:

@Rustyben wrote:

did you return all of your x1 set top boxes?


I've never had set top boxes.  

 

But again, my issue is not relegated to homes usage.  The same problem happens across all platforms (phone, ipad, computer) regardless of location. 


to what xfinity video service are you subscribed?


My Account says:

TV - Internet

Digital Premier 

Extreme Pro Internet 

 

I'd be happy to provide screen shots if helpful as well.

 

Thanks


run the Xfinity my account app using the same username/password 'exactly' that you use on the stream app and streaming website. go to the TV tab and click on the link for view channel lineup. do you see numbered channels there? while in the app go to the internet tab. select the gateway/modem (is there only one?) and the 'serial number' will be shown. compare that serial number to your actual modem/gateway's HFC MAC address. do they match exactly character by character?

Rustyben

Expert

 • 

24K Messages

1 y ago


@AW88 wrote:

@Rustyben wrote:

did you return all of your x1 set top boxes?


I've never had set top boxes.  

 

But again, my issue is not relegated to homes usage.  The same problem happens across all platforms (phone, ipad, computer) regardless of location. 


to what xfinity video service are you subscribed?

AW88

Frequent Visitor

 • 

18 Messages

1 y ago

Screen Shot 2020-02-23 at 3.52.35 PM.png

 

Looks like the screenshot of My Account App didn't come through.  Trying again

AW88

Frequent Visitor

 • 

18 Messages

1 y ago


@Rustyben wrote:

@AW88 wrote:

@Rustyben wrote:

@AW88 wrote:

@Rustyben wrote:

did you return all of your x1 set top boxes?


I've never had set top boxes.  

 

But again, my issue is not relegated to homes usage.  The same problem happens across all platforms (phone, ipad, computer) regardless of location. 


to what xfinity video service are you subscribed?


My Account says:

TV - Internet

Digital Premier 

Extreme Pro Internet 

 

I'd be happy to provide screen shots if helpful as well.

 

Thanks


run the Xfinity my account app using the same username/password 'exactly' that you use on the stream app and streaming website. go to the TV tab and click on the link for view channel lineup. do you see numbered channels there? while in the app go to the internet tab. select the gateway/modem (is there only one?) and the 'serial number' will be shown. compare that serial number to your actual modem/gateway's HFC MAC address. do they match exactly character by character?


 

When clicking on the TV tab it says "There aren't any devices set up yet"

IMG_4684.PNG

 

 

 

 

The modem address matches identically.

 

 

Rustyben

Expert

 • 

24K Messages

1 y ago


@AW88 wrote:

Screen Shot 2020-02-23 at 3.52.35 PM.png

 

Looks like the screenshot of My Account App didn't come through.  Trying again


they are 'there' we can't see them until a server admin (monday maybe?) reviews and approves the images

AW88

Frequent Visitor

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18 Messages

1 y ago

Any suggestions or other ideas from anyone? On Day 3 of no TV access so any insight would be much appreciated.
Rustyben

Expert

 • 

24K Messages

1 y ago


@AW88 wrote:
Any suggestions or other ideas from anyone? On Day 3 of no TV access so any insight would be much appreciated.

the image seems to be saying you do not have any home set top box installed and working. true?

AW88

Frequent Visitor

 • 

18 Messages

1 y ago

Again, I have never had a set top box installed with this service.  It has worked fine for several months until this problem.

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