ciberve's profile

New Poster

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3 Messages

Sun, Oct 20, 2019 5:00 AM

Csnt Watch Live or On Demand on Mobile Devices With Owned Modem

I'm at home connected to my home wifi with a Netgear modem router i purchased. The MAC address matches the router information in m Settings, but I cannot watch LiveTV or On demand while connected to home network. I'm getting the Available to watch in home only error on the app and my web browser or jus 3 channels . What's the solution???



I've been on the phone and chat with representatives who haven't been able to solve the issue.

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Responses

New Poster

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3 Messages

2 y ago

This is an issue w owned modems. Stream service does not recognize them as comcast owned modem
Rustyben

Expert

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24K Messages

2 y ago


@ciberve wrote:
I'm at home connected to my home wifi with a Netgear modem router i purchased. The MAC address matches the router information in m Settings, but I cannot watch LiveTV or On demand while connected to home network. I'm getting the Available to watch in home only error on the app and my web browser or jus 3 channels . What's the solution??? I've been on the phone and chat with representatives who haven't been able to solve the issue.

in settings? use a smart device and the xfinity my account app. does your modem's HFC MAC address match exactly the 'serial number' shown on the app, internet tab, and select the gateway/modem? 

edit: I combined your two related posts. try to keep your issue in this thread.

New Poster

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3 Messages

2 y ago

@Rustyben No. The mac number is incorrect by one number. How do i change it
Rustyben

Expert

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24K Messages

2 y ago


@ciberve wrote:
@Rustyben No. The mac number is incorrect by one number. How do i change it

call 800-Comcast and select billing. ask the agent to update the incorrect MAC address. it may take up to 24 hours to update all the back office databases allowing each type of stream app to use your subscription on the streaming devices.

Official Employee

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1K Messages

2 y ago

ciberve, I got your private message to my personal inbox. I'll follow up with you there with next steps. Thanks for letting us know about the issue with the stream app and the out of home error!

 

Ken

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