U

Visitor

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6 Messages

Thu, Nov 17, 2022 12:23 AM

Xfinity stream in Roku not showing all live channels

The Xfinity stream app is not showing all channels. It’s only showing a couple of dozen channels. This is on three different Rokus in my house. Have tried restarting the devices and the app and it has not changed. All channels show on the Xfinity box. Hopefully comcast is working to fix this. 

BigDog001

Frequent Visitor

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16 Messages

11 days ago

I did a Chat with Roku Support and this is what I was told, no solutions from them as they say they are aware of the issue but that it is an Xfinity issue that Xfinity will have to fix. Here's the chat text:

(Roku Agent)

I understand that you have issues in streaming the Xfinity stream app, is that correct?

(Me)

Yes, since yesterday, I can get into the Xfinity Stream app but there are no Live TV channels listed. It worked fine yesterday up til about 4pm central time.

(Roku Agent)

Please be advised, it is an issue with the Xfinity, we can just perform the basic troubleshooting and check if that works.  

If still the issue persists you have to contact the Xfinity support to fix the issue.

(Me)

Do you know if Roku is aware of this existing issue, and is working with Xfinity to resolve it?

This is only affecting Roku device users, using the Xfinity Stream app for Live TV

(Roku Agent)

Yes it is,

They are still working on the issue.

(Me)

Does Roku / Xfinity have an eta on when this will be fixed? Is there some place that this issue is posted by both parties to monitor for when it will be resolved? Do you know for certain if this is a Roku issue or an Xfinity issue?

(Roku Agent)

You have check about this issue eta with the Xfinity support.

(Me)

So are you saying that there is nothing wrong on the Roku side, that this issue of no Live TV channels in the Xfinity Stream app is entirely caused by Xfinity?

(Roku Agent)

Yes.

(Me)

Ok, thank you.

Visitor

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6 Messages

@BigDog001​ it’s happening on all streaming sticks…roku, fire stick and Apple devices.  I was told last night by Xfinity - 24 to 48 hours.  Make sure to call them demanding credit to your account!

Official Employee

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1.4K Messages

@user_a2b861 I can understand how frustrating this is! The issue with the Stream app is a known issue that we are working on resolving. I can attempt some basic troubleshooting that we have seen some success with. Please send us a DM with your full name and address to Xfinity Support. 

 

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" 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

Visitor

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2 Messages

11 days ago

I am having the same issue on my Roku TV & Samsung TV. I've restarted my modem. I did the Xfinity TV troubleshoot. Restarted the TVs. Unplugged the TVs. Uninstalled the Xfinity Stream app & reinstalled it. Several channels are missing. My favorites are also missing. There do not seem to be any human chat agents available. Full channel line up is also missing from the Xfinity Stream App on my phone. 

(edited)

Visitor

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6 Messages

@user_b2380d​ make sure to get credit on your account for days you are unable to use!

Visitor

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2 Messages

@user_b2380d​ 

same here.  Called customer service and they said they are looking into it and would call me back.  Haven’t heard back from them in a couple of hours.

XfinityLysa

Official Employee

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528 Messages

I appreciate you sharing what steps you have taken to get this resolved @user_b2380d

 

I'm happy to review our next steps to get this fully resolved. Please send me a Direct Message so that I can gather some account details. 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the “chat" 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.
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

Visitor

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6 Messages

11 days ago

Make sure to call Xfinity for a credit to your account!

Visitor

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2 Messages

11 days ago

I am having same issue.  I can get channels on iPad but not Roku.

Warzau

Contributor

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16 Messages

11 days ago

Add me to the not getting all channels. I have remove,Rebooted and reinstalled in all platforms. Apple, Roku, web browser not a issue. Rebooted router and modem. Not on my end. 

(edited)

Visitor

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1 Message

11 days ago

same here I  called them and no help at all

Visitor

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1 Message

11 days ago

All my channels are not working on my steam what can I do ? Can’t see the channel numbers and they all say to go channel 

Official Employee

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493 Messages

Hello @user_4535d6! We appreciate your patience while we work to resolve the issue. In the meantime, troubleshooting may help. Could you please send our team a direct message with your full name and full address?

 

 "Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 

  • Click "Sign In" if necessary

 

 

  • 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
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

Visitor

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1 Message

11 days ago

I am having same issues now and all day. Xfinity box is showing live TV just fine. Every other bedroom that streams through Roku is not working. 

XfinityRay

Official Employee

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1K Messages

Hello, @user_8789e0 and thread. This is a known issue that our Engineering team is working on. For some, it has already been resolved. For those that the issue is still persisting, we have been having some success sending out Entitlement signals. Please let us know If it is, and we will get that signal sent your way to see if we can get you going again. 

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
Warzau

Contributor

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16 Messages

11 days ago

Update I rebooted everything again modem first then router. Deleted app on Roku and rebooted Roku and then reinstalled. Finally worked on Roku, iOS app still not working. Even after following same procedure of deleting app rebooting phone and re installing. 

Official Employee

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493 Messages

Hello @Warzau! I'm glad to hear the issue is resolved on the Roku. Our teams are working on fixing this issue, but we can attempt some troubleshooting in the meantime for your iOS app that's worked in some cases if you'd like? Could you please send our team a direct message with your full name and full address?

 

 "Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 

  • Click "Sign In" if necessary

 

 

  • 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
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

Visitor

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2 Messages

11 days ago

Update:   As of 10 minutes ago, I have channels back up on the Roku…. Only took 24 hours!  Sooooooo speedy (not)

Visitor

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6 Messages

Did you reboot, or did they just appear?  No luck here yet!

Official Employee

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445 Messages

 

 I'm sorry to hear that you're having issues with the Stream app. I would like to assist you and troubleshoot with you. Can you send us a direct message.

 

To send a direct message:

 

Click "Sign In" if necessary

 

• Click the "Direct messaging" icon near the top right of the 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 which appears. The "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

Visitor

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1 Message

11 days ago

This is still not resolved. 

Official Employee

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493 Messages

Hello @user_f3c9a7! We're working on getting this resolved. In the meantime, troubleshooting may help. Could you please send our team a direct message with your full name and full address?

  • Click "Sign In" if necessary

 

 

  • 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
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

Visitor

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1 Message

11 days ago

Xfinity stream is only showing a few channels on Roku.   I deleted the app, rebooted my modem, and re-added the channel.  Still not working.

Official Employee

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493 Messages

Hello @user_0517fa! We're working on getting this resolved. In the meantime, troubleshooting may help. Could you please send our team a direct message with your full name and full address?

 

 "Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 

  • Click "Sign In" if necessary

 

 

  • 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
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

New Poster

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6 Messages

11 days ago

having exact same problem with mine too. I just now turned on the tv. Was probably same all day like the others on here. Nothing I do, no resets, etc on tv or Roku is helping at all. 

Visitor

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3 Messages

11 days ago

I'm having same problem. No channels are showing on my Roku Xfinity stream app. I can see all channels from browser on my phone. I was expecting a call back but it's been more than an 1hr now. Is this a general outage?

Visitor

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1 Message

11 days ago

Was able to watch the first game today on Thanksgiving. Went to switch up and no Live Channels on Roku. We have 6 Roku devices and No Live Channels on any of them. We can watch On Demand and Recorded on any device.

Luckily we have an X1 in the basement and it’s fine. So I can watch the game there. But the other TVs are useless. This is as of 7:10 PM November 24, 2022. 

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