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user_65e1ba
1st Topic
Originator
1st Like

8 Messages

Tuesday, September 5th, 2023 11:41 PM

Closed

Xfinity Stream not playing

I can get into the app but nothing will work. I tried system reset, wireless reset,  new roku. Any ideas?

Question

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Updated 

1 year ago

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user_823a85

9 Messages

1 year ago

I have the same issue, it started yesterday.  I can't stream on my computer or play recordings.  On my iPhone I can't stream or play recordings unless I disconnect from WIFI.  I talked to support person yesterday who said there was no issue on Xfinity side.  They were supposed to call me back this afternoon but have not received the call as scheduled.  I hope Xfinity can fix this soon and acknowledge the issue so we all stop spending our time on the phone w/ support Team.

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user_65e1ba

8 Messages

At least we're not alone! I hope you get this resolved and they find a solution for everyone else experiencing this!

1 year ago

user_15e6d6

6 Messages

I have the exact same issue. Mine occurs if im connected to my mesh. In order to get it working, I have to connect directly to the Xfinity router. They’ve pushed out an update that’s broken it and support has no clue what they’re talking about.

1 year ago

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brecer99

New Poster

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6 Messages

1 year ago

Who is your internet provider if not Xfinity?  I have Breezeline in Maine and have the same issue. I’m wondering if it’s related to a non Xfinity provider. 

(edited)

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user_823a85

9 Messages

Xfinity is my internet provider.  I have an Arris surfboard modem and a google router, both purchased in the last year.  I don't rent modem from Infinity, I have my own.  Totally agree, they've pushed incompatible update, support is clueless.  Roll back please Infinity!!

1 year ago

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brecer99

New Poster

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6 Messages

1 year ago

I called customer service this morning at 7:45. They elevated the issue to the “tier two team”. I was told it could be up to 24 hours before they respond. At 12:15 PM I decided to try and it works!  Not sure what they did but give it a try. When/if they tell me their solution, I’ll post it here. 

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user_15e6d6

6 Messages

To be honest, I’m on my way out. Not being able to cast or stream on my mesh network is an absolute deal breaker for me. I used to live in MD and FIOS did this exact same thing. They want all traffic over their router or the option to rent additional boxes

1 year ago

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user_15e6d6

6 Messages

You’re right. It seems to be working on my end now. I literally just ordered ATT Direct TV.

1 year ago

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user_15e6d6

6 Messages

I’m about to check if cast is working and will post back

1 year ago

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user_15e6d6

6 Messages

@brecer99 Chromecast is working now. I’m going to keep my ATT account till this evening and if it starts playing up again, I’ll cancel Xfinity for sure. This makes no sense.

Thank you for all the updates.

1 year ago

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user_823a85

9 Messages

Yes, it's working again!  Just fixed in the past few hours as I checked it around 7am PT and wasn't working.  But it is now, thank you everyone especially to the person who called and had it elevated!!

1 year ago

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brecer99

New Poster

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6 Messages

1 year ago

I received a callback from Xfinity but was unable to take the call. They did not leave any specifics as to the resolution.  I’m glad to hear that you all have your service back. 

Until next time … 

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user_65e1ba

8 Messages

1 year ago

Original poster. Still not working for me. Did any of you try anything different to get it to work again or is calling xfinity the best way at this point? Been down about a week now.

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brecer99

New Poster

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6 Messages

I tried all these suggestions, powering off, shutting the phone off, reinstalling the app, etc. nothing worked. After they escalated the issue to the tier 2 team somewhere on there and they fixed it. You may be better off calling them and suggesting that they escalate your issue to the tier 2 team as well. Good luck. 

1 year ago

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user_823a85

9 Messages

I didn't do anything and yesterday it began working for me again.  I do have Xfinity as internet provider, not sure if that played a role.  When I called them last Sunday they did have me clear my cache on MacBook and on iPhone remove and reinstall stream app.  However, nothing helped and suddenly began working yesterday again.  Hope you get it working soon, what a pain!

1 year ago

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user_65e1ba

8 Messages

Thank you all! I'll try to escalate to tier 2 team!

1 year ago

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CCJodie

Problem Solver

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1.3K Messages

@user_65e1ba Hi there, thanks for keeping us updated on the status of the streaming issue. Were you able to reach out to get this reviewed? We can also help with this if you would like. 

I no longer work for Comcast.

1 year ago

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XfinityArmand

Official Employee

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1.9K Messages

Hi there @brecer99!  Thank you so much for taking the time to reach out to Xfinity Support here on our Community Forum to voice your service concerns.  We are glad to help in any way that we can.  Please feel free to create a detailed post so that we can get things taken care of for you.  

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

1 year ago

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user_baacd5

2 Messages

1 year ago

I almost exclusively watch xfinity tv on my iPad. Mostly I record and watch my recordings on the stream app. For a couple of years I’ve had issues with the recording freezing and the audio continues and I can’t fix it and have to go to a tv to finish watching my recording, it’s frustrating. However they recently updated my speed and ever since then I can’t watch anything. Nothing will load and anything I try to load then says watched so idk how many shows I haven’t actually seen as I’ve tried different recordings to try to get it to load on the app. I replied to the text asking if everything works and it said it would restart my dvr or whatever but it’s still not working on the app. I deleted the app and reinstalled it and my iPad just updated. What do I do? 

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user_823a85

9 Messages

1 year ago

I absolutely cannot believe it but it's stopped working again!  The stream menu won't even come up on Safari, keeps saying to clear cache but doesn't work after clearing cache..  This is unbelievable to have it start working again and stop now when I have an NFL game to watch.  I need some compensation at this point or change providers!

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