U

Visitor

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3 Messages

Wed, Jan 26, 2022 12:55 PM

Closed

Xfinity app shows other user's plan & DVR recordings

I got a new TV and installed the Streaming app, did the authorization code, and when it came up it was my mom's account - the channels she has and all her DVR recordings.  We've always wondered why we each can see each other as a user on our HBO Max login, so it sounds like something is mixed up with us.  The only thing I can think of is that we used my phone once to check on her account when there was an outage.  How can I get MY DVR info on the app?

Official Employee

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651 Messages

4 m ago

@user_218282

Good morning! How are you today?

That’s a very good question and we can help you out with this. I am sure that while your mom has great taste, you would still like to have all your own shows and recordings when setting up your new TV 😊. It sounds like you are possibly logging in to the Xfintiy Stream app with the same credentials as for your mom’s account. Can you verify the username and confirm if it is the same on each account? Here is a link to confirm your username https://comca.st/3IOq5M7.

Visitor

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3 Messages

@XfinityDevinC​ 

I did the check and we both have unique usernames, emails, phone #.  ALso, when i installed the app all it asked for was an autorization # so I put the link in my phone to get the # and my mom's stuff ended up being there.  I just did the check and used my mom's SS# & birthday, but with my phone # and it came up with my account - how the heck is that possible?

(edited)

Official Employee

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651 Messages

@user_218282

Thank you for checking into everything to be sure that they are unique and not somehow linked together. We will want to check your profile and be sure that everything is set up correctly on our end. To do this, we will need to access your account. Can you send us a direct message so we can keep your account details private, please?

Here's the detailed steps to Direct Message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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3 Messages

I fixed it. I logged out and redid the authorization on my computer instead of my cell and now it is showing my account.  Something got mixed up when I used my cell phone.

Official Employee

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651 Messages

@user_218282

That is great that you were able to fix this! Thank you for letting us know and again for choosing to work with us through our Xfintiy Forums. If you need anything down the road, we are here 24/7, we have awesome Xfinity Experts and other users who will be happy to help as well.

Please create a new post with as much detail as possible if you need any other support later on. I hope you have an amazing rest of your weekend 😊.

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
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