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user_smuhof
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Thursday, May 14th, 2026 11:14 PM

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?

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XfinityThomasA

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11 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

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As mentioned, this issue happened about 5 months ago to a lot of people and it turned out to be a technical issue on your end, so I'm assuming this is the same problem. It's happening across all my devices.All the channels that I pay for are missing from the guide. For example LMN lifetime discovery weather channel, etc., are all suddenly gone. The guide itself shows some of the free channels but parts of the channel guide are completely blacked out ,so the whole thing is not functioning well. We've done all the troubleshooting. I've talked to two different people and we've restarted the router took the app off added the app etc etc etc. Again,  it's not on my end, I was just trying to find out what the status is, cuz I keep being told they know about it and that it would have been fixed last week.

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11 hours ago

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XfinityThomasA

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Thank you for elaborating, @user_smuhof. Let's troubleshoot this issue together. Please send us a Direct Message.
On a Desktop:

Make sure you’re logged into the forums.
Click the Direct Message icon in the top-right corner of the page.
Click the New Conversation icon to start a message.

Note: If the New Conversation icon is disabled, go to Profile Settings, uncheck “Opt Out from Direct Messaging,” and click Save.


In the “To:” field, type “Xfinity Support” and select the Xfinity Support handle with the blue checkmark to send your message.

On a Mobile Device:

Make sure you’re logged into the forums.
Tap the New Conversation icon.
In the “To:” field, type “Xfinity Support” and tap the Xfinity Support handle with the blue checkmark to send your message.

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

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11 hours ago

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user_smuhof

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There's nothing to troubleshoot. We've done all of that. I was told it was a technical issue on your end related to the app and /or the guide itself. Apparently you guys know about it, I just need to know the status of the situation.

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11 hours ago

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XfinityThomasA

Official Employee

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@user_smuhof - Thank you for taking the time to share that with me—I can understand how frustrating it is when an issue keeps coming back or doesn’t seem fully resolved. You mentioned this first started about five months ago, and I just want to make sure we have the full picture so we can get to the root of it. Has this been happening since then, or did the missing programs reapear at some point and they went missing again just now?
Since noticing the current problem now, have you had a chance to try any troubleshooting steps, like uninstalling and reinstalling the app? Or, are you referencing the troubleshooting you did prior? I’m here to work through this with you and make sure we get things running smoothly again.

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

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10 hours ago

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user_smuhof

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10 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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