Dgrose153's profile
Dgrose153
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6 Messages

Tue, Oct 29, 2019 11:00 AM

Stream app not showing live channels

My stream app is not showing my live channel lineup. I have both internet and an X1 box. When I tried to set it up on my Roku it said I need a video subscription which I obviously have beings that I have the TV service.

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Rustyben

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24K Messages

2 y ago

@Dgrose153 wrote:
My stream app is not showing my live channel lineup. I have both internet and an X1 box. When I tried to set it up on my Roku it said I need a video subscription which I obviously have beings that I have the TV service.

to test 'fix' the problem go to the xfinity.com web site and sign in. go to your account, then users and create a new unrestricted user. use that username/password to sign into the roku. is it working now?

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Dgrose153

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6 Messages

2 y ago

Actually it only worked when I signed out of the app on my phone and logged back in with the new username. On the Roku, it just makes you go to xfinity.com/authorize and enter a code. It's all still going through my wifi which I think is the problem because of the 2 addresses on my account. I'll call them tomorrow. But atleast I've made positive progress so far.

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Dgrose153

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6 Messages

2 y ago

Thank you so much. That worked! I spent an hour on the phone with a some special tech who kept blamed my Roku and told me I should contact them. I said that didn't make sense because the app wouldn't work on my phone either. I just moved into this house and and started service back up with Comcast after 2 months of not having it. My account still shows my old address and makes me have a dual account for some reason which I'm thinking is the problem. Maybe I need to contact billing and see if they can take my old address off of my account somehow. But again, I really do appreciate your help!

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Rustyben

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24K Messages

2 y ago

@Dgrose153 wrote:
Thank you so much. That worked! I spent an hour on the phone with a some special tech who kept blamed my Roku and told me I should contact them. I said that didn't make sense because the app wouldn't work on my phone either. I just moved into this house and and started service back up with Comcast after 2 months of not having it. My account still shows my old address and makes me have a dual account for some reason which I'm thinking is the problem. Maybe I need to contact billing and see if they can take my old address off of my account somehow. But again, I really do appreciate your help!

the newly created account only has one account/address. billing can fix your original username to point only to your current account/address. 

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nramos03

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1 Message

1 y ago

I'm having the same issue. Can someone assist me here? I've been on the phone with the Customer service and they can't help.

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Rustyben

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24K Messages

1 y ago

@nramos03 wrote:

I'm having the same issue. Can someone assist me here? I've been on the phone with the Customer service and they can't help.

scroll back to my 10/29 post. fixed?

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.
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