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! 

@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. 

@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. 

@userroe No, I didn't. It just started working a few days later 

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

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?

@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?

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.

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

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

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?

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.

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!

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. 

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! 

@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. 

Hello, @user_e1c4a8, thank you for reaching out in our forum for help with that pesky error message you've been running into with your ESPN and ABC app. I use those every day, so I can only imagine your frustrations with this. Especially trying to watch the Finals! To make sure we're on the same page, have you attempted any troubleshooting steps on your end? I don't want to have you repeat anything if we can avoid it. Also, are you accessing the apps on your cable box, tv, or other device? 

Hey Kennii! I'm sorry you're going through the same issue. What channel or channels are you having that "This network is not included in your current tv package" error message on? Also, are you getting the same message on multiple cable boxes in your home if you have more than one?