Skip to main content

  • Home

  • Welcome

  • Getting Started

cap26's profile
cap26
20th Anniversary celebration
1st Reply
1st Topic

Regular Visitor

 • 

3 Messages

Thursday, June 22nd, 2023 6:49 PM

Not able to watch my purchased movies on xfinity stream app

So just want to say I am not an xfinity customer anymore. When I had xfinity service I brought a ton of movies. I was told that even if I no longer had service I can still watch the movie I purchased on xfinity.com/stream or the xfinity stream app. Before today June 22 I was able to watch them but now when I go in it says access not authorized. I tired to chat with an agent but was told that I don’t have service so I can’t use the app. But under the Tv and streaming FQA page it clearly says that if you disconnect all xfinity services you can still watch purchased movies. She said again because I no longer have service that I can’t use the app then after I replied back to her she ended the chat. Just want to watch the movies I purchased 

Question

 • 

Updated 

3 days ago

157

4

XfinityOrlandoM

Official Employee

 • 

535 Messages

3 months ago

@cap26 

 

If you disconnect all of your Xfinity services, you can continue to watch purchased titles using Xfinity Stream (xfinity.com/stream) and the Xfinity Stream app. You’ll need your primary Xfinity ID and password to access the Xfinity Stream portal and Xfinity Stream app.  Are you making sure your still logging on with your primary Xfinity ID

2

0

user_628f0f

1 Message

@XfinityOrlandoM​ I have been experiencing this exact issue lately and found my way to this forum because I was looking for a way to address this issue. @cap26 explained this beautifully and I felt as if the heard everything I was saying in my head, lol. Please help. I have tried the Xfinity stream app, I have ensured I am signing in and it still is saying not authorized. I would like to add that I made my purchases over 6 years ago and only stopped service because my husband was no longer in service and we relocated. But as a former employee of Comcast at the time, I was told the very same, that I would always be able to view purchased content through the app. Since June, I have not been able to do so. something definitely happened over the summer that is causing previous customers to not view purchased content. I am almost certain that @captkeating stated it was June they noticed the issue as well. I was still able to sign in on the tv atleast until today. Now it even says I am unauthorized to use it on my tv as well and my phone. Please help

(edited)

Like

Reply

23 days ago

XfinityDena

Official Employee

 • 

1.2K Messages

@user_628f0f I want to be sure we can get everything figured out for you with your stream app. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter 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

Like

Reply

21 days ago

0

user_48b37c

4 Messages

30 days ago

Same issue here and yes, I’m using the primary login that worked up until yesterday. Their tech support is woefully inadequate and they’ll be luck if they don’t end up with a class action suit unless they refund the $ I paid for 50+ movies that I know longer can access

8

XfinityJoshuaG

Official Employee

 • 

114 Messages

Sorry to hear that, we'd love to help. To get us started could you please send us a private message with your full name and address?

Like

Reply

30 days ago

0

mhalla

Visitor

 • 

1 Message

Same issue here. I cannot login to Xfinity Stream. I would join a class-action suit if need be.

Like

Reply

24 days ago

XfinityJodie

Official Employee

 • 

947 Messages

@mhalla Not being able to sing in at all is not should be what's going on. We would really like to help. Please send us a direct message with your full name and service address. 

 

Here are the detailed steps to Direct Message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter 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

Like

Reply

22 days ago

0

user_44e02c

1 Message

@XfinityJodie - I have been with Comcast for 15 years and moved 2 years ago to a spectrum controlled area- at a minimum at least 500 movie and tv show purchases- I was able to still live in and vie to n the stream- up until last week- when I called the tech support- the person I spoke to flat out said I basically lost them and would not be reimbursed for them at all- and that there was nothing that could be done- is this true- I mean I have been with Comcast for ever- and this is only a 2-3 year temp situation- 

Like

Reply

18 days ago

XfinityKatie

Official Employee

 • 

363 Messages

@user_44e02c It is not great to hear you are running into the same issue. All current and disconnected customers will have access to view purchased content via the Xfinity Stream app as long as you are using the Primary ID to log in. More information on this can be found on our Xfinity On Demand Purchases - Equipment Requirements and FAQs article under the 'What happens to my purchases if I disconnect Xfinity service?' section.
 
One thing to note, your Xfinity ID will only remain activate if you log in at least once every 30-90 days after your account is disconnected. If you go longer than 90 days without logging in, your online account could be deactivated, preventing you from being able to log in to watch the purchased content (same applies for your Xfinity email address). However, your purchase content would still be attached to your old account. You can utilize services like Movie Anywhere as well to link your Xfinity account to your Movies Anywhere account for your purchased content to be displayed there. However, if that is not something you would be interested in using, we still have options to help by reactivating your online account if that is something preventing you from viewing your purchased content. If you need assistance with this, please send our team a direct message following the steps previously provided, and we'll get you taken care of!

[Edit: Tagged user]

(edited)

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

16 days ago

0

user_dd8e24

3 Messages

4 days ago

I'm having the same issue.  I can't access the movies I purchased through the xfinity stream app.

0

0

user_dd8e24

3 Messages

3 days ago

I have not been able to get into the xfinity stream app.  I have over 100 movies that I purchased when I was an xfinity customer.  I only ended my subscription in July and I was still able to watch my purchased movies last month (August).  But now I get a message that says Access Denied.  I was told even after disconnecting all my services, that I'd still have access to my movies.  I tried the Movies Anywhere app, but it only gives me half of my purchased movies.  So that does me no good.  Please help

0

0

forum icon

New to the Community?

Start Here