Visitor
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21 Messages
Missing channels again
All the channels I pay for are missing from the guide again, except the free ones, on the streaming app. This happened to me about 5 months ago and was told then that it was an issue on their end, but here we go again. I made two phone calls last week and both times was told it was on their end and that it was supposed to be fixed last week, has not been fixed yet. Anyone know anything?
XfinityThomasA
Official Employee
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3.5K Messages
15 hours ago
Hello, @user_smuhof! Hello, and thank you for reaching out to us here for help. I completely understand how frustrating it can be to see channels missing from your guide, especially when you’re trying to enjoy your service. I’m glad you came to the right place so we can take a closer look together. The Xfinity Stream app does provide access to a wide range of premium channels that can be added to your Xfinity TV package, such as HBO Max, STARZ, Paramount+ with SHOWTIME, Cinemax, MGM+, and The Movie Channel.
To help narrow this down and get things resolved as quickly as possible, could you please share which specific channels are missing from your guide? Also, when you manually search for those channels, are you able to tune into them at all? I’m here to work through this with you every step of the way.
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user_smuhof
Visitor
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21 Messages
14 hours ago
No it went on for about 2 weeks about 5 months ago and has been fine ever since that time up until last week. The agent 5 months ago said that it was determined that the issue was on your end and that the tech people had to somehow fix it, which they did at that time. It's been fine since that time until about 10 days ago. When I mention the troubleshooting, I meant that we did all the trouble shooting last week two times when I talked to two different people on the phone. They ultimately, after supposedly checking with somebody, said that they are aware of the issue, and that it would be fixed as of last week, but it has not been. I was assuming, since they said this was happening to multiple people that you would have access to some sort of information that would give you the status of what's going on.
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