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nymetsfan11
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Regular Visitor

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2 Messages

Monday, January 4th, 2021 7:00 AM

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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.

 

Question

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Updated 

3 years ago

22.5K

35

user_c1f7ad

Visitor

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2 Messages

4 years ago

I just had the same problem, too.

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XfinityAmira

Official Employee

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4.1K Messages

Hello All! We're sorry to hear about the network error issues you all have been experiencing/running into. I can definitely understand how this would be very inconvenient and frustrating. My team certainly wants to assist you all with this concern.

 

To confirm, have you all attempted to correct this issue by troubleshooting your TV service through our MyAccount mobile app! You can do so by logging into the app, clicking on the TV portion of your services, and then you should be able to click on "Troubleshoot". This has been super useful to me and others on this thread. Please let us know if this helps correct the problem or not on your end. 

 

Fix Your TV Service Using the Xfinity My Account App:
https://comca.st/3coYwvb

(edited)

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

4 years ago

0

user_38c65e

Visitor

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3 Messages

4 years ago

I am having the Same Exact Issue as of Today (10/4/21) with CNN, Showtime, Epix, and other channels that have an Apple TV App that requires a login through Xfinity (usually something like showtimeanytime.com/activate, cnn.com/activate,as an examples, then login through Xfinity) and receive a notice that I am not authorized to view content…….  I have Premier Sports Package with HBO Max, Showtime, Epix, Hitz, and Sports Entertainment Package - 260+ Channels included according to my Monthly Statement.  What’s up with this???  Also, what’s up with your phone lines that literally took 10 minutes just to get through the automated phone process to get to the point where I could be placed into the queue (which says you’ll call me back between 1 hour 46 minutes and 2 hours and 43 minutes)??  

(edited)

3

user_38c65e

Visitor

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3 Messages

@user_38c65e - Even after chatting with a CSR 2 hours after being placed into the queue, and an hour after that receiving a SMS saying the problem was resolved, it still has not been resolved.   This issue is frustrating.  Even more frustrating that the SMS, after replying “N”, said that Comcast was having issues connecting me to a Representative.  It said to call back.  Yup…. Tried that at 7:04 PM CDT and after going through all the automated prompts….. receive a message saying to call back during “Business Hours”.  Seriously?  At 7:04 PM CDT?  —Frustrated with Comcast/Xfinity (nothing new there).

4 years ago

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user_38c65e

Visitor

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3 Messages

@user_38c65e - Finally was able to get a real live human on the phone.  Just hung up with the CSR.  Success!!!  The issue:  I’m paying for the Premium Sports Package with HBO Max, Showtime, Epix, Hitz, etc. plus all the sports channels.  My Billing Statement shows 260+ Channels.  Comcast’s system only showed 10+ channels.  The CSR said “this is definitely an internal Comcast problem”.  When I asked her what she did to correct the issue she said she “did a HARD REFRESH ON THE ACCOUNT”.  After she did that, the issue has been resolved.  So…. when you get a real live person on the phone (or Chat) have your CSR do a Hard Refresh of your account.   With any grace you will have the same luck I did…. and, maybe, just maybe, it will save you 5 hours of hold time, waiting for a call-back, and all the frustration.  

4 years ago

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Bcmaner

Visitor

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2 Messages

Trying this now.  Was waiting for a chat agent for 35 minutes. Got connected and the agent immediately disconnected. 

My account says 10+ channels when I checked.  

4 years ago

Bcmaner

Visitor

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2 Messages

4 years ago

I’m having the same issue starting today with any of my premium channels using the Xfinity Stream app on my Roku devices. Had no issues yesterday and the channels work with no problem from a cable box. 

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user_19f041

Visitor

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2 Messages

4 years ago

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

1

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user_19f041

Visitor

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2 Messages

@user_19f041

I called and an account person completed my work order. That fixed the issue.  Great account rep BTW

4 years ago

0

user_f7c61e

Visitor

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1 Message

3 years ago

I am also experiencing this issue. Both espn and nbcsports does not work when trying to stream on phone or my tcl roku tv. These channels are part of my package and can be viewed on my tv connected to my cable box. What’s weirder is that on espn, I can watch things on espn3, but not espn2 or espn. Need help please. 

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XfinitySheila

Official Employee

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1.1K Messages

Hey there! Are you connected to your in-home wifi when attempting to watch these? 

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

3 years ago

0

user_352aeb

Visitor

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2 Messages

hi I always have his issue when visiting family and connected to their WiFi.  I have xfinity tv, phone, and internet at my house but when I connect to their WiFi it won't let me sign it at all. 

Help please.

3 years ago

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XfinityEmilyB

Official Employee

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2K Messages

Thank you for taking time out of your day to reach out to us about the issues you're having signing in, @user_352aeb! I love using the stream app to watch my favorite shows when I'm away from my cable box so I'd be upset if I couldn't sign in. Is this only happening with the Steam app? Does it work when you're home? 

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

3 years ago

0

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