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Saturday, November 9th, 2024 4:33 PM

Xfinity Stream App Stuck on Purchases

I recently learned about the Xfinity Stream App and downloaded it on all three of my Roku TVs. I am able to sign in, however the app gets stuck on the "Purchased" screen showing only shows that I previously purchased. I am not able to access live TV or any other features. All three TVs have this issue. The app works on my mobile phone. How do I solve this issue? I tried restarting the TVs, reinstalling the apps, etc. to no benefit.

Official Employee

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2.8K Messages

21 days ago

@user_npk4ry Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I know my family loves being able to use the Stream app on our Roku TVs, and it's important to me that we help to resolve the Stream app concern that it is stuck on the Purchased screen. I understand that you have already uninstalled, restarted the TV and then reinstalled the app. Can you check to see if there are any firmware updates for your TVs? If so, please uninstall the Stream app, install the firmware update, restart the TV and then reinstall the Stream app. 

4 Messages

@XfinityBillie​ I can confirm that there are no available firmware updates

Official Employee

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2.8K Messages

@user_npk4ry Thank you for confirming that for me. Are there any error messages, or is it just stuck on the Purchased screen? Can you tell me the exact make/models of the TVs you are using?

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.
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4 Messages

@XfinityBillie​ Hi Billie, I was actually able to solve this myself. Since we recently moved, both my old address and new address were linked to my Xfinity account, but the old address was set as default. By switching the new address to default and re-installing the Xfinity Stream app, it now works perfectly on all TVs.

Thanks for your assistance

Official Employee

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2.8K Messages

@user_npk4ry Oh that is fantastic news! I'm thrilled to hear that you were able to get it sorted out. Also, a huge thank you for bringing us with you in your move. We truly appreciate that loyalty. Was there anything else we can help with? Are all of your services working well at the new 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

4 Messages

@XfinityBillie​ Everything else is working great - thank you.

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