Xfinity Stream on Roku

I’m subscribed to Xfinity home internet and cable. I am trying to use xfinity stream app away from my home on a roku device. When i try to authorize the device i get this message…

“Ufortunately, we cannot support high speed data customers without a video subscription. Check out xfin.tv/shop to subscribe today!”

Any idea what could be causing this issue?

i should add, the stream app works on my phone

perfectly.

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user_nhm9wa

3 Messages

2 years ago

The same happened to me starting last Wednesday. Xfinity stream works fine everywhere but the one TV in my house with a Roku. And it's a new one, not an old one. after multiple factory resets, uninstalls and reinstalls, one xfinity person telling me it was a back end issue that was now fixed, which it is not, and a Roku tech telling me to unplug everything and wait an hour, (I'm assuming that his shift was ending and he wanted this problem to 'go away'), I had an Xfinity tech come to my home today who just told me to get a FireStick and trash Roku..... not sure where the problem lies, but there is a problem. MIne tells me that while xfinity 'authenticates' me on this device, I don't have the right plan to use it. Which is odd, because the plan that I do have works everywhere else....

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user_92toi0

1 Message

EXACT same issues here! Yeah coming out today. I am not holding out much hope!

2 years ago

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XfinityAdrienne

Official Employee

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1.4K Messages

Good Morning, @user_92toi0! Thank you so much for reaching out to us here on the Forums, I know you mentioned someone coming to your location. Is your Roku device concerns resolved?

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2 years ago

0

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user_te538y

1 Message

@user_nhm9wa I have same issue..I cant mirror to my roku tv..but I use the app on the roku tv with xfinity stream app,entertaining the code n then when I use the app it says no channels need diffrent plan...but I can mirror to samsung tv no issues...this just profesor u get what you pay for....Im trying a hdmi splitter so I can use 2 tv with 1 box..so bolth tv will be showing same ..just not sure if the remote will work on 2nd tv cause the box is on the other side of the wall...I have no issues using youtube,peacock...xfinity just dosent receive any signal from roku....can u post if fire stick works? Or ill just pay n get 2nd box..

1 year ago

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XfinityMichaelC

Administrator

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4.5K Messages

Hey, user_te538y! Thanks for reaching out to us on the forums! I apologize to hear of the issues you are running into with the Xfinity Stream app on your Roku saying you don't have the right package for the channels. First, if you're trying to use the Roku outside your Xfinity in-home network as @BruceW has mentioned, it will not work. However, if you are on your in-home network we may need to run a refresh on the account. If you are on your in-home network, please feel free to click the Direct Message icon at the top right of the page, click on the pen and pad icon, enter Xfinity Support in the "To" section of the chat, and provide us with your first/last name and full address so we may further assist you.

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1 year ago

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CCAntoine

Retired Employee

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1.4K Messages

2 years ago

Thanks for reaching out, user_1gsr6i! What networks are you trying to watch when you're not home? Not every network works, but Over 250+ channels do as you can check the list here https://www.xfinity.com/support/articles/tv-go-live-streaming-networks

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user_nhm9wa

3 Messages

@XfinityAntoine - when I open up the xfinity stream app and click on watch live TV - it tells me i don't have a plan that allows me to do this. Which of course I can, and do, on every other device i use Xfinity stream on except the roku. The Flex works fine, streaming on my laptop works fine. I've unintalled and reinstalled the app multiple times, reset the roku, tried out 2 different rokus. And by the way I'm using xfinity internet.

2 years ago

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XfinityBenjaminM

Official Employee

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2.4K Messages

@user_nhm9wa What model Roku do you have? We can certainly look into this further for you.

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

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user_8da39d

Visitor

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8 Messages

A Workaround For The Roku/Xfinity Stream Problems

I too suffered the many Roku/Xfinity problems and here are my observations and a workaround solution (not fix) to them all.

I had a system of an Xfintity Internet connection in 900 Mb/sec range, TCL-Roku Tv set, and Xfinity Stream content provider. This provided me with unlimited audio/video sync problems, frozen pictures, unavailable recorded programs, and audio level fluctuations.

Forum users have indicated all sorts of equipment combinations that exhibited some or all of these kinds of problems. So I set out to isolate the elements and here is what I have found to be a perfectly successful (for several weeks) workaround.

“Factory reset” the TCL-Roku TV but do NOT set up its connection to the Internet. The option to do this “later” is offered on the tv screen. But don’t do it later.

Use a standalone Roku device (swiped from my other TV) and plug it into an HDMI input on the TCL-Roku TV.

Set up the TCL-Roku TV for this Roku device’s chosen input.

On the TCL-Roku TV use its “Remote Setup” to pair this “Second” remote.
Connect this standalone Roku to the Internet to pair it to the TV. Maybe this needs to be done before the previous step.

Setup the TCL-Roku TV to start up (turn on) using the “previous input.”

This arrangement has been flawless for several weeks, but for one hitch. I did not go back to Xfinity Stream because it no longer offers local channels and dropped a couple other sources.

My conclusion: Xfinity Internet works (I switched to a lesser speed). The TCL-Roku TV has a marginal capability that is subject to hiccups in its communications with Xfinity Internet. But the standalone Roku devices do not have this shortcoming and are reliable communicators w through Xfinity Internet.

The freedom from the constant agro of the documented problems reported in this forum is well worth my investment in an additional Roku device.

P.S. I then tried the Xfinity provided Flex unit but it does not support my chosen content provided so there is nothing to report here.

P.P.S. I find that that using a new separate Roku device is a recommendation from Roku in their Roku forum.

(edited)

2 years ago

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BruceW

Gold Problem Solver

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26.6K Messages

2 years ago

... trying to use xfinity stream app away from my home on a roku device ... the stream app works on my phone perfectly.

The Roku is a "partner device", and the Stream app on a partner device is intended for use with Comcast in-home Internet service. See "What devices will work with Xfinity Stream?" on https://www.xfinity.com/support/articles/xfinity-stream-app-faqs. There it says that the Stream app on Roku is "Available in-home only to Xfinity TV customers with internet." The Stream app on mobile devices (phone and tablets) can be used with any Internet service, but has different restrictions.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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user_nhm9wa

3 Messages

And I am an xfinity stream customer and an xfinity internet customer and I was only using on my TV - and it was working like a champ for 6 motnhs or so and just stopped and everything else is still working. I have flex on another TV and my laptop I just logged into it off my laptop

2 years ago

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XfinityMartyR

Official Employee

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2.5K Messages

@user_nhm9wa We can look into your concerns further, there may be a conflict with having a Xfinity Flex box. Please send us a direct message, so we can take a look for you.

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

2 years ago

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Xfinity Stream App

user_1gsr6i

Xfinity Stream on Roku

user_nhm9wa

user_92toi0

XfinityAdrienne

user_te538y

XfinityMichaelC

CCAntoine

user_nhm9wa

XfinityBenjaminM

user_8da39d

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

user_nhm9wa

XfinityMartyR

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