Skip to main content
user_dxhwn2
1st Topic
1st Reply

Visitor

 • 

4 Messages

Sunday, April 26th, 2026 9:59 AM

Movies disappeared from my purchases

I got some movies from the rewards program when I was a regular xfinity customer. Now that I transfer from regular xfinity services to "xfinity now" customer, all those movies are gone from the stream app under my purchases. I thought those movies were mine to watch forever. I contacted support via chat and they told I won't be able to stream those movies until after I swith back to regular cable service. That does not sound fare. I got these movies to watch forever not only when I got regular services with you

Question

 • 

Updated 

5 hours ago

9

4

0

Oldest First
Selected Oldest First
XfinityKei

Official Employee

 • 

2.4K Messages

9 hours ago

@user_dxhwn2 Thanks for reaching out about your movie purchases. Our team is here to help.

Did you move or change your username? Are you missing all your movies or just a few? How many movies are missing?

0

0

user_dxhwn2

Visitor

 • 

4 Messages

7 hours ago

Hi, I didn't change my user name. I lost all my movies (total of 3 movies)

1

0

XfinityKei

Official Employee

 • 

2.4K Messages

@user_dxhwn2 Thanks for letting me know its three movies. If you leave as a customer you would still have access to watch your movies via our Xfinity Stream app using your primary login.

Do you have a cable box? If so are they present here under the saved files? What do you see when you're accessing the Xfinity Stream App?

Is there an error code or message?

When was the last time you watched those movies.

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

Like

Reply

6 hours ago

0

user_dxhwn2

Visitor

 • 

4 Messages

6 hours ago

No, I don't have cable box. When I try to access them via stream app, I got this message: "No purchases found". I don't remember when I watched the movies but they were there before I switched to "xfinity now". After the migration, they disappeared. The migration was 3 weeks ago

1

0

XfinityFrank

Official Employee

 • 

2.2K Messages

Thanks for confirming, @user_dxhwn2. We can check to see if this content is still available to you.  Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address.

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

Like

Reply

6 hours ago

0

user_dxhwn2

Visitor

 • 

4 Messages

5 hours ago

Ok. I sent a direct message

0

0

forum icon

New to the Community?

Start Here