Sun, Oct 6, 2019 4:00 PM
2 y ago
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@Bkow123 wrote:Recently my stream tv app stopped showing any of my favorites and won’t show any live tv channels. I’ve logged out and then back in and no change? Any additional troubleshooting I can do?
is this app on a smart phone/tablet? a roku?
do you have at least one X1 set top box installed in your home that is hooked up and working?
@Bkow123 wrote:Yes we have a triple play package with a main cableBox on one tv and a second box upstairs.
use the xfinity my Account app, internet tab, and select your gateway/modem. compare the 'serial number' shown with the label on your current modem. does it match exactly with the HFC MAC address on the label on your current modem?
@Bkow123 wrote:Yeah they match exactly.
either an official employee here will have to do a full account data base refresh to fix this or you can call 800-comcast and select billing. ask the agent to do a deep background database reset (takes up to an hour to complete). this is not the X1 set top box refresh menu. if the agent doesn't know how to do this or doesn't understand it, ask for a supervisor.