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user_rsx7mr
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4 Messages

Sunday, September 28th, 2025 8:28 PM

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Can’t get local channels

I have a smart tv, connected to my home Xfinity internet and I can’t find any local channels. I’m directed straight to a guide with Go To channels. I have an older tv as well that uses an Amazon Firestick and for some reason, I can see local channels on that one. I also cannot get any local channels on my phone via the Xfinity Stream app. Help! This is sooo frustrating!

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Updated 

10 months ago

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XfinityJustinM

Official Employee

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912 Messages

10 months ago

Hi @user_rsx7mr, that is quite strange. The Xfinity stream app may think that you are outside of your home network, have you ever seen a pop-up of that nature?

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user_rsx7mr

Visitor

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4 Messages

No, I’ve never seen that message

10 months ago

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user_rsx7mr

Visitor

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4 Messages

No I’ve never seen that message. I’ve read that lots of people over time have had this same issue. Is there a resolution that works?

10 months ago

0

XfinityRaul

Official Employee

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2.9K Messages

@user_rsx7mr So that we don't go over something you've already done, can you please share with me what troubleshooting steps have you completed on your own?

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

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user_rsx7mr

Visitor

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4 Messages

Given I’m getting reception, WiFi is connected and there are no problems otherwise, I have searched every area of the Xfinity Stream app on my tv and can not find my local channels. Again, I can find them on my tv that about 10 years old, but not in my new Samsung tv. I can only see To Go channels. 

10 months ago

0

XfinityChristy

Official Employee

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2.9K Messages

 

user_rsx7mr I apologize for the confusion and frustration caused by the "Go To Channels" message on your new Samsung Smart TV and phone. This is a common issue that occurs when the Xfinity Stream app doesn't properly recognize that your device is connected to your home Xfinity Wi-Fi network.

To view all your local channels, the app must confirm you are "in-home." Your older TV with the Fire Stick works because it likely uses a different, older service configuration.

Please follow these steps to quickly resolve the issue:

 Steps to Restore Local Channels
1. Power Cycle Equipment: Unplug your Xfinity modem/router and your Samsung Smart TV from the power outlets for one full minute.

2. Restart: Plug the modem back in first, wait 5–7 minutes for the internet to fully reconnect, and then plug the TV back in.

3. Relaunch App: Open the Xfinity Stream app on your Smart TV. This power cycle forces the app to re-verify your "in-home" status, and your full channel lineup should appear.

4. Phone Check: On your phone, simply ensure it is connected to your home Xfinity Wi-Fi network, then close and reopen the app.

If you try these steps and still can't access your channels, please let us know by sending a direct message with your full name and address so we can investigate your account provisioning.

 

To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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 as Best Answer.tick

10 months ago

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