Regular Visitor
•
4 Messages
Xfinity beta app on Roku :subscribe to channels
I've been using the Xfinity app on my Roku for well over a year now with no issues. As of this morning, I've lost most of my channels. When I try to watch, it says I have to subscribe. Nothing has changed with my service and I am subscribed to these channels. It's also not working on my android phone and on my desktop via the website.
I've been on the phone 3 times with Xfinity today. The reps didn't seem to understand my issue with the streaming. No matter how many times I mention the app, the rep kept saying she is restarting my box and would call me back in an hour to check on it. I got transferred twice, and the entire call was 1 hour and 43 minutes long. I never got a call back.
I've tried uninstalling and reinstalling...I also created a new user in my account but that tip didn't work. Any help would be greatly appreciated.
Responses
andyross
Silver Problem Solver
•
6.8K Messages
10 m ago
Did you try rebooting your modem or gateway? If some maintenance or other backend work causes some changes, the authorization tying your modem to your video service sometimes gets confused.
And, verify that the Roku is on the correct home network.
0
0
petash
Regular Visitor
•
4 Messages
10 m ago
Thanks for the reply. Yes, modem has been rebooted...still not working. Also, the channels are missing on my Roky, my android phone, and my desktop xfinity stream site. All are connected to home wifi. Any other suggestions?
0
0
ComcastStream
Official Employee
•
196 Messages
10 m ago
Hello @petash ,
Thank you for your feedback on the Xfinity Forums.
This seems to be a part of an ongoing issue with user accounts that we are working to resolve.
You may be able to regain access to lost channels by logging out and back in. Can you please let us know if logging out and back in on all devices fixes the issue?
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
0
0
petash
Regular Visitor
•
4 Messages
10 m ago
Hi, ComcastStream
Thanks so much for the reply. I tried logging out of all devices (roku, desktop, and android phone). I also uninstalled and reinstalled the apps with no luck.
Last I spoke with Xfinity support over the phone, the rep said a ticket was being made for escalation. I was told someone should call me back. I haven't heard back yet though. Thanks again!
0
0
JHafke
New Poster
•
1 Message
10 m ago
I am having the same issue with my app on Roku, mobile phone.
0
0
petash
Regular Visitor
•
4 Messages
10 m ago
Good news (fingers crossed). My channels just came back. I guess it was just some technical issue across Xfinity. I never did get a call back from Xfinity support. Roku is working and android app is working. Desktop Xfinity Stream site is still showing subscribe...but I probably just need to clear my browser.
0
0
KM18a
New Poster
•
3 Messages
2 m ago
0
0
KM18a
New Poster
•
3 Messages
2 m ago
The modem Roku and the beta app.
0
0
Rustyben
Expert
•
24K Messages
2 m ago
old thread closed. feel free to post your own new post.
0
0