U

Visitor

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5 Messages

Monday, September 20th, 2021 5:15 PM

Closed

Stream App on Samsung smart TV says it's not on home network

Even though the stream app works on other devices like my phone.

I'm using my own cable modem and the MAC address matches the serial number that is set up on the device.

Any way to get this to work?

Accepted Solution

Visitor

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5 Messages

3 years ago

Xfinity was able to reset something on their end, that forced the app to re-authenticate (and also brought up a terms of use page to agree to).  So, now it works.  If anyone else has the same problem, they will have to start a service request with Xfinity to reset things.

Visitor

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5 Messages

3 years ago

No replies from Xfinity support?

Official Employee

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2.4K Messages

Hey there, @user_46e6f5, thanks for reaching out through Xfinity Forums regarding your Xfinity Stream app! We were having a known issue with the Stream app that has been resolved. Have you tried closing completely out of the app and relaunching it to see if you are able to sign in?

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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Visitor

 • 

5 Messages

I completely closed out of the app, turned the TV completely off, and re-launched everything.  Same result, "This device can only access Xfinity streaming through your home network".  I can run an app on my iPhone, using the same network, and it works just fine.  It's the app on Samsung TVs that seems to be having the problem.  

I'm using my own cable modem, and the modem's MAC address is correctly set up as the modem serial number in my Xfinity settings.

Official Employee

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1.1K Messages

Thank you for the clarification on that, it definitely helps. If power cycling the equipment isn't working, the next step would be trying to uninstall/reinstall the app from your TV. In addition to this, you can also try having the TV forget your WiFi network and then reconnecting it. Please let us know if you have tried this or if it helps once you do. 

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

 • 

5 Messages

The TV is plugged directly into the network via ethernet.  I've uninstalled / reinstalled the app many times.

Official Employee

 • 

1.1K Messages

No worries, we appreciate the additional information and efforts to help get this resolved. We would like to take a look at this in more detail but will need some of your information to continue. Please use the chat icon in the upper right to enter Direct Messaging. From there, go ahead and compose a new message to "Xfinity Support" and send us a message with your name and address. 

 

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

Please let me know if you have any questions or run into any problems. 

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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