Xfinity Stream app stopped working

Xfinity Stream app suddenly missing channels, links go to wrong channels, and many say that we don't have access. Says to login to Xfinity. But the login dialog doesn't go anywhere. This happens on two different TV's (i.e. two different Amazon Fire Sticks). Exact same thing on both.

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Accepted Solution

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user_ru2dn3

1 Message

3 months ago

I am having the same issue.

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XfinityAldrik

Official Employee

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1.8K Messages

Thank you for reaching out to us @user_ru2dn3! Our engineers have identified an account refresh signal is needed to resolve this issue happening on the stream app. 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://forums.xfinity.com/direct-messaging
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.

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

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user_39f4d6

Visitor

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2 Messages

If you try to do this as above, you will get the following message:

As a reminder, it is against the Xfinity Forums Guidelines and Acceptable Use Policy to send unsolicited Direct Messages to anyone, including Xfinity Support. If an Official Employee needs to work with you via DM, they will invite you. Please, use these links to learn more about appropriate usage of the Xfinity Community Forums: https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c https://forums.xfinity.com/conversations/guidelines/xfinity-forum-acceptable-use-policy/602d9c64c5375f08cd574236

Then in my case, when I try to use the chat (on laptop or phone app), it invites you to chat with an agent for more help, but then does not deliver the "chat with an agent" message choice. Just says "Not delivered. Tap to retry." ad nauseum.

I've uninstalled and reinstalled xfinity stream on both our Roku and Fire TVs. In both cases selecting the app either leads to getting kicked back to the menu (Roku) or invited into the circle of doom (Fire).

The degree of frustration involved with dealing with all of this is beyond words. If we had a viable option, I would take it.

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2 months ago

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XfinityAlyssaA

Official Employee

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1.8K Messages

We apologize for the frustrations as this is never our intent or how we want any of our valuable customers to feel. I'm sorry to hear about the issues you are experiencing with our Stream app and appreciate you taking the time to try uninstalling and reinstalling it on both your Roku and Fire TVs. May I ask if you are experiencing any issues with any of your other apps? Do you experience the same issues if you try to stream directly through our website at https://www.xfinity.com/stream/?

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2 months ago

0

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user_pkcqar

1 Message

3 months ago

Same here, I deleted and redownloaded the app and now it only shows NBA League Pass, which I don’t have a subscription for.

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user_5olxg6

2 Messages

3 months ago

Called and they said tech team is working on it. In a few hours, should be resolved. It does have a different message now, but still not working.

4

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user_5c5850

Visitor

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1 Message

Same issue on three different setups: LG TV, Roku connected TV and Smart TV. LG TV shows only NBA League Pass (and show subscribe message if I try and go to a channel). Thanks for contacting tech team - let's hope they can correct the problem soon.

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3 months ago

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user_5olxg6

2 Messages

Mine is working now.

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3 months ago

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XfinityShawn

Official Employee

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1.1K Messages

user_5olxg6 We are glad to hear this has been resolved. We are always here for you if you should need us in the future.

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3 months ago

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XfinityBenjaminM

Official Employee

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1.7K Messages

user_5c5850 If you use the Xfinity Stream App to view your TV content, please log out, uninstall the Xfinity Stream App, and then reinstall the app. You will be prompted to log back in. If the app is still not working for you after doing that, please let us know.

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3 months ago

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heav1

Frequent Visitor

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7 Messages

3 months ago

Happening on Roku as well. Definitely an Xfinity issue.

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summerone

Frequent Visitor

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16 Messages

same on all tvs. keeps showing subscribe at the bottom of the screen no matter what channel is selected.

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3 months ago

0

XfinityAldrik

Official Employee

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1.8K Messages

Thank you for reaching out to us @heav1! This is a known issue, thankfully we have been able to identify the cause and determined the solution. For Roku devices:

Please delete the app from the Roku.

Do a system reset on the Roku.

Add/redownload the Xfinity Stream App on the Roku.

And then log into the Xfinity Stream App.

Please let us know if you are still experiencing issues after these steps above.

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

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XfinityAldrik

Official Employee

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1.8K Messages

Good evening @summerone! Our engineers have informed our team a refresh signal is needed to resolve this issue on the Xfinity Stream app. 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://forums.xfinity.com/direct-messaging

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.

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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3 months ago

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csdesmond02301

New Poster

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4 Messages

3 months ago

Weird just happened out of the blue was working fine this morning

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user_se9551

1 Message

3 months ago

I am having the same issue. The DVR did not record any of my shows this evening and the app on the TV and on my phone will no longer show me the channels listing so I can watch live TV. It also erased all of my furture recordings.

1

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XfinityBenjaminM

Official Employee

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1.7K Messages

user_se9551

If you are still experiencing the issue where you see the subscription message, please try these steps if you are using an Xfinity TV Box.

1. Press the A button on your remote control to access the Help Menu.
2. Press the OK button to select the Restart title.
3. Press the OK button again to select Restart.
4. It may take a few moments for the TV Box to restart.

If you use the Xfinity Stream App to view your TV content, please log out, uninstall the Xfinity Stream App, and then reinstall the app. You will be prompted to log back in. If the app is still not working for you after doing that, please let us know.

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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3 months ago

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3a1gph

Visitor

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1 Message

3 months ago

Xfinity please post this issue so your customers are aware. Use your website, mobile app and all other sources. Please post updates at least hourly. That's good customer service given the circumstances. My streaming service has been impacted since yesterday and yet very little to no communication from Xfinity.

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user_nis3v2

1 Message

3 months ago

As of Friday morning, my firestick works properly. but my streaming app did not work. I signed out of the iOS app and signed back in using my master account and it works again. So, firestick fixed itself without the need for me to sign in/out. But my iPhone Xfinity app, worked after I signed out and signed back in with master account. I haven't tested what happens if I sign into the Xfinity Streaming app with a sub account though. I was also on my home network when I did this. I think the only channels I was getting when this problem happened was the NBA, NHL and On Go channels. Hope this helps someone.

1

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XfinityEricB

Official Employee

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1.8K Messages

user_nis3v2 Thanks for sharing with us how you were able to resolve the problem, and we appreciate you sharing with other customers.

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

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XfinityGabby

Official Employee

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1.5K Messages

3 months ago

Hello, @user_8fc9xd. Thanks for reaching our team on Forums regarding the missing content through the Xfinity Stream app. Are there any troubleshooting steps you've attempted to get the issue resolved?

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user_txq6s6

1 Message

2 months ago

Time for YouTube TV. Apps still not working

2

XfinityDena

Official Employee

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2.7K Messages

@user_txq6s6 I am sorry to hear the app is not working. Can you tell me more about what is going on with your app?

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

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user_ccr75l

1 Message

@user_txq6s6 extremely annoying the app continues having error messages saying playback issue. Happens about every 5 minutes. The app is essentially unusable and I’ve been on with a service agents for 3 days straight. They just say to uninstall and reinstall. Log out and log in. Nothing works. The app is terrible.

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2 months ago

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user_ahl0i3

1 Message

2 months ago

Has anyone figured out how to fix the Xfinity Stream App? It is not working on any of the Roku devices or my iphone. I have uninstall/reinstalled, restarted etc multiple times to no avail.

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XfinityAdrienne

Official Employee

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1K Messages

Hey there, user_ahl0i3! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am sorry to hear about the troubles with the Stream App, can you share with us what is happening when you attempt to launch it if it is still happening?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer. tick

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2 months ago

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sjakubik

Regular Visitor

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3 Messages

2 months ago

Mine still is NOT working on any mobile devices. Have uninstalled and reinstalled and nothing. FIX THIS! So frustrating.

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