nymetsfan11's profile

Regular Visitor

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2 Messages

Mon, Jan 4, 2021 7:00 AM

This network is not included in your current television subscription.

I have used the CNN go app and ESPN app for years by logging into my xfinity account and streaming the apps to my smart tv, phone, and lap top. I am not getting the error message "This network is not included in your current tv package" even though CNN and ESPN (regular not plus) are channels we pay for. I called xfinity twice and both people told me to call CNN to fix this... like the actual new station and said its not an xfinity issue. I read on a few other posts on ther that the streaming providsions need to be reset on the xfinity side to allow me to use the apps but neither xfinity person would push me up to talk to anyone else.

 

Responses

Regular Visitor

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2 Messages

5 m ago

I called xfinity three additional times today to fix this issue. Was being connected to tech support and it got cut off. i called them again and they had me on hold for over anc hour and said they will "give me a call back" once tech support answers them... nothing. Anyone know what I should say to them when I call again later?
ComcastChe

Official Employee

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6.1K Messages

5 m ago

Hi @nymetsfan11. Sorry for the experience you've had while trying to stream CNN and ESPN from your smart TV and other devices. I wanted to check in with you to see if this has been fixed? 

 

If not, have you tried to Fix Your TV Service Using the Xfinity My Account App? If you have, and that didn't work, my team can do some additional troubleshooting on the backend of your account that will get this fixed. Let us know. 

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Visitor

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1 Message

@ComcastChe I can't figure out how to direct message you and I also have this problem. Please help me

Official Employee

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183 Messages

Greetings, @user_dc0a86! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your Xfinity Stream app, but you have definitely come to the right place for assistance.

In order to send our team a private message, you may need to create an original post on the forum. Once you have done that, you should see the chat icon in the top-right corner of the screen, next to the bell icon.

Please let me know if you have already created a new post, and still don't have this option, and we will make sure you are taken care of.

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ComcastAmira

Official Employee

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2.3K Messages

4 m ago

Hello @dsbatty, thanks for reaching out to our Digital Care Team on our Forums page. I am sorry to hear that you're also experiencing this CNN concern on your end. I would like to assist and take a further look at your account on my end.

 

Please send me a Private Message including your first and last name as it appears on the account. To send me a Private Message, please click my name “ComcastAmira” and click “Send a message".

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New Poster

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1 Message

4 m ago

Been having this same issue since late Jan, oddly on the CNN apps for both my Samsung and Roku. The app says I have to have Xfinity WiFi to access it, but I only have the cable package subscription which has worked fine this way for years. No changes were made to the subscription package.

Regular Visitor

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1 Message

4 m ago

I am now experiencing this as well with Food Network.  

ComcastAmira

Official Employee

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2.3K Messages

4 m ago

Hello @therubberduckie, thanks for reaching out and letting us know that you're also experiencing this issue on your end. We can definitely further assist you with this as well. I see you have already sent us a private message and we will respond promptly. 

I am an Official Comcast Employee.
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New Poster

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1 Message

4 m ago

Iam now experiencing the same issue. I was watching something using the ESPN app, and when the program finished I got the door message and now I cannot start any other ESPN programs (ESPN+ works fine). I also checked the TNT app and received the same error; I'm assuming it will be the same with any network app. What gives?

1 Message

3 m ago

I am having the same problem foxnews

Rustyben

Expert

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24K Messages

3 m ago

user_8c7476

I am having the same problem foxnews

on what device are you using the app? are you connected to your own home wifi? does the device have a VPN in use?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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New Poster

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3 Messages

3 m ago

Same problem. All of a sudden I’m no longer subscribed to CNN and can’t watch in Stream app or CNN app.  What??

Visitor

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1 Message

3 m ago

Exact same problem here as of two days ago. I've tried with NBC and CNN apps on my Roku TV, as well as NBC from my phone. Identical symptoms as those reported above, and no changes to my cable package... help, please!

Visitor

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2 Messages

2 m ago

I'm having the "This network is not included in your current television subscription" error while I'm trying to access the ABC and TNT apps on my Apple TV & Chromecast TV.  What gives???

Visitor

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1 Message

2 m ago

I'm having the same problem Xfinity just said over the phone that should have never been able to do that ? do what use the app on my phone !! what is going on ???

Visitor

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1 Message

2 m ago

Xfinity I’m having the same problem everyone else is having . I have called twice no one has been able to solve this issue . Terrible customer service .

Official Employee

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263 Messages

Hello, @user_c74bae! Thank you for reaching out to our Community Forums. We would be more than happy to check into your concern, and see what we can do to help. 

 

Please send us a chat message with your first and last name. The Peer to Peer chat icon is located at the top right of the Community Forum page, clicking on the chat icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. Thank you!

 
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Visitor

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1 Message

2 m ago

I’m having the same issue.  I’m not paying $300 for this inferior experience any longer unless they resolve this issue.

Official Employee

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118 Messages

Hello, @user_8e79e3. Thank you for reaching out to our experts on the Xfinity Community Forum. I'm sorry to hear you are having trouble logging in to some of our partners' apps. I'll be happy to look into this further with you.

 

Please send me a message with your first and last name.

 

To send a Live Chat, click the Peer to Peer chat icon at the top right of the page and enter Xfinity Support in the "To" section of the chat.

 

I look forward to working with you soon!

 
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

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