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user_fb81d3
1st Topic

Visitor

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1 Message

Monday, May 23rd, 2022 4:47 AM

Closed

tvapp-00331

tvapp-00331 - This is a known issue for Comcast/ Xfinity customers and it’s disappointing that y’all have yet to fix the issue. Yet you expect your customers to pay you all monthly!!!

Question

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Updated 

3 years ago

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CCAntoine

Retired Employee

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1.4K Messages

3 years ago

Hello, user_fb81d3! Thank you for taking the time to reach out and being part of the Xfinity family. That's definitely not the experience we want you to have. I'd also be frustrated if my i kept getting that tvapp-00331 error code. The truth is the Xfinity Stream App is still in Beta so the well-known bugs like this are still being tested and corrected. Eventually it will be fixed for all users over time. The good thing is that the Xfinity Stream App is a free feature with Xfinity Cable services so it's not something that anyone is paying for. 

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user_fd7fb9

Visitor

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1 Message

@XfinityAntoine​ 

this has been happening on mine for years!!! and your excuse is that it is free?!?! 
with all customers considering, that have to pay every month, you’d think it be fixed!! 

3 years ago

0

CCRose1

Contributor

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242 Messages

@user_fd7fb9 I apologize that you took that as an excuse. It is not. Our developers for the app are addressing any issues that the app may have and some of these issues may take time. Can you tell me what type of device you are using when you get this error? This will help in determining if it is only certain devices that are having this issue.

I no longer work for Comcast.

3 years ago

0

Pastormlmueller

Visitor

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2 Messages

@XfinityAntoine​ So, your advice is to select another provider? Does your leadership know you are sending customers to your competition?

3 years ago

0

XfinityRoberto

Official Employee

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1.8K Messages

Hi there @Pastormlmueller. I am sorry you feel this way about my colleague respond. We are not advising customer to go to other providers. If you are having an issue with the Xfinity Streaming App, please create your own post to get some assistance.

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_ec05f1

Visitor

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3 Messages

3 years ago

I've had the same problem for a year. Clearly Xfinity doesn't want us to use the streaming app since they're not investing in fixing these bugs.

6

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XfinityGabriel

Official Employee

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2.4K Messages

Hi, @user_ec05f1! Thanks for taking the time out of your day to reach out to XFINITY over our forums page for help with the streaming app. We appreciate you greatly for your patience while waiting for a response. I love using the streaming app on my mobile devices as a customer myself. I am sorry to learn about this experience. We will do all that we can to rectify this experience. I find myself using the app on my Roku device the most which helps me save money on the rental fees. What is the device you are having this issue on?

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_ec05f1

Visitor

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3 Messages

@XfinityGabriel​ Roku. It usually happens after I fast-forward a recording. When I stop fast-forwarding, I get the TVAPP-00331 error message.

(edited)

3 years ago

0

CCTimothy

Valued Contributor

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406 Messages

I would love to dig into this further, @user_ec05f1. Could you please send our team a direct message with your full name and full address? 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or  https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

See  https://comca.st/3KQF8q9 for an example.

 

I no longer work for Comcast.

3 years ago

0

Pastormlmueller

Visitor

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2 Messages

I have been having this issue now for the last several weeks. I depend upon this to watch shows like football. I am trying to play back the Alabama Tennessee game now, but only get this error code. We may have to seek another service provider over this issue alone.

3 years ago

0

XfinityThomasC

Official Employee

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2.6K Messages

Hello @Pastormlmueller! Could you please send our team a direct message with your full name and full address? To send a "Peer to peer" ("Private") message:

  1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
  2. Click the "New message" (pencil and paper) icon
  3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
  4. Type your message in the text area near the bottom of the window
  5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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_ct_b3658a

Visitor

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3 Messages

3 years ago

I noticed this error for the first time trying to stream my recording of a Patriots game 2-3 weeks ago. I ended up having to stream on my phone, which worked fine. Last week's saved recording streamed fine. Then today's game will not work after minute 2. Tried all the usual suggestions. Restarted Roku. Made sure Roku was up to date. Removed the Xfinity app. Installed app again, signed in and still same problem. Game streams fine on phone or laptop. 

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CCKyla

Problem Solver

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411 Messages

@user_ct_b3658a Does this only happen with the one programming; such as the game? Or do you notice it on multiple programs?

I no longer work for Comcast.

3 years ago

0

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