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

Waqas1

Regular Contributor

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153 Messages

2 m ago

I am having the same issue.  Can a rep please reach out to me. 

Official Employee

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70 Messages

Oh, no! Thank you for bringing this to our attention through our Forums page, and thank you for your patience while awaiting our response. I realize you've been waiting 2+ days for our support, so please know that your time, patience, and efforts do not go unappreciated, and our Digital Care Team is here for you, every step of the way!

 

Before we proceed, can you please click on the chat icon, in the top right hand corner of this screen? Once you click on that icon, you should be able to select "Xfinity Support", and this should allow you to send me a private message. Can you also please include your full name, and your full address in the PM? Thank you in in advance! 

Waqas1

Regular Contributor

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153 Messages

@ComcastTylerJ  - can you please do a UDB account refresh (i believe this is the solution) please investigate this issue for me.  thank you. you can pm me and i will provide you all the account information you need to make this happen.  apologies for the late reply. 

Visitor

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1 Message

2 m ago

Same issue with Bravo.... No one seems to help or know what to do. 

Official Employee

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375 Messages

@user_29834b Thanks for taking the time to reach out to us through our Forums regarding your issues viewing your programming. I know how frustrating it is to get an error when you attempt to view a channel that is part of your programming especially when you were looking forward to some of your favorite shows. I would love to get to the bottom of this with you. Can you please reach out through private message with your first and last name, name on the account if different and service address?

(The chat icon is located at the top right of the page. Clicking on the chat icon will bring up a chat box that will allow you to initiate a chat conversation.)
Click the Private Message icon
Click the New Message icon
This will give you an empty "To" line. Type in "Xfinity Support" and then select Xfinity Support from the list. 

Visitor

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3 Messages

2 m ago

we have been having this problem OVER,  and OVER AGAIN. and every single time we contact xfinity they act like it’s the first time they’ve ever heard of it?!? we get told that it’s not part of our package  (it is) etc. etc. somehow it gets fixed only to happen again at some point. we have spent hours and hours on the phone, or chat —who has this kind of time to try to fix a service you pay for? last night i was on chat for close to two hours with “roshan” who eventually disconnected and never tried to reconnect. this morning i was on the phone with someone i could not understand. we pay more for this horrific xfinity cable than we’ve ever paid for any other service before.we don’t have the time, or the patience —we will be cancelling. 

Waqas1

Regular Contributor

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153 Messages

i am having the same problem.  can a moderator please reach out to me and a UDB account refresh on my account?

Visitor

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1 Message

1 m ago

I am having this issue as well with the AMC app.  It works on some of my devices and other it does not.  Did you get any answers?

Waqas1

Regular Contributor

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153 Messages

Can a moderator ping me and do a udb account refresh on my account?

Waqas1

Regular Contributor

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153 Messages

Can someone please assist me with this issue?  I heard the only way to fix is with a UDB account refresh.  I need someone in here to help.  Can a moderator please assist?

Waqas1

Regular Contributor

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153 Messages

@ComcastChe - i am having the same issue as everyone else in this thread.  i heard the solution is a "udb account refresh' can you please assist?

Official Employee

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199 Messages

Hello, @Waqas1. I'll be glad to provide the assistance you need. I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to direct the message. Please add your first and last name to help us locate your account. Let me know if you have any questions.

Visitor

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3 Messages

19 d ago

I'm having the same issue. Can someone please help?! I've chatted with Xfinity for over 3 hours that past two days and no solution.

Visitor

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3 Messages

Is anyone able to assist? I've opened a direct message to Xfinity support and have not heard anything.

Visitor

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3 Messages

@ComcastVianney can you or someone assist? No response to PM or on here.

Visitor

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3 Messages

18 d ago

I am also having the same issue trying to watch on the ESPN app. Quite frustrating since I’ve been able to watch for years and then one day all of a sudden it tells me I can’t. Please help me fix this. 

Official Employee

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214 Messages

Good morning @user_0cb7f2 and thank you for reaching out on our forums, I'm sorry to hear you are experiencing issues with your ESPN app, that's one of my most used apps and I know I would be frustrated as well if I was in your shoes! Rest assured our Digital Care Team is here to help. Are you experiencing the subscription error message as well? Have you made any recent changes to your channel lineup? Have you tried restarting your cable box?

Visitor

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3 Messages

Hi, thank you for the response. I have not made any recent changes to my channel lineup and yes it is the same message from above “This network is not included in your tv subscription” I have not tried restarting the tv box. I will try that now but I’m not sure if that will help.

Official Employee

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70 Messages

Okay, got it! Wow; I can imagine how frustrating that would be. Rest assured; we'll get to the bottom of this! Please let me know if that made any sort of difference, and I will be standing by!

 

Also, just in case you didn't know, you can also troubleshoot your TV service through our MyAccount mobile app! It's super easy, and really simple to navigate through, and all you have to do is log into the app, click on the TV portion of your services, and then you should be able to click on "Troubleshoot", and this should get everything rolling. This has been super useful me in the past, and it's definitely a tool I believe in! I hope it can be helpful for the future!

 

Fix Your TV Service Using the Xfinity My Account App:

https://comca.st/3coYwvb

Visitor

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3 Messages

Hi, I followed your guidance and was able to fix my issue! Thank you!


For those who need the help here’s what I did. I downloaded the Xfinity MyAccount app and did a System Refresh under Troubleshooting in the TV section of the app. It took about 10-15 min and after the tv boxes were reset. I was able to watch live tv and repeat episodes on my ESPN APP. 

thanks for the help and I hope

this helps other people on this chain. 

Official Employee

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214 Messages

Awesome @user_0cb7f2! We're so glad to hear that fixed everything for you and appreciate you working with us on our forums. If there is anything you need again in the future, please don't hesitate to reach out to us here on forums anytime as we're available 24/7 for your convenience. I hope you have a fantastic rest of your week! 

Visitor

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1 Message

10 d ago

I am experiencing the same issue when accessing ESPN app on my Android TV. Some live programs reported this error, some didn't. I tried to fix it with the Xfinity MyAccount App, but it didn't work. Can a rep give me a hand?

ComcastAbbie

Official Employee

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325 Messages

@user_500fa1 Hello and thank you for reaching out to us to let us know you are also having an issue and that troubleshooting through the app didn't help. I would be happy to troubleshoot further on my end. 
Please send a private message by clicking the Peer to Peer chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help. 

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