NOW TV Latino - Missing Live Channels with Error TVAPP-00500 across all devices

Hello,

I need an Official Xfinity Employee to escalate an issue with my streaming entitlements to the backend engineering team.

I am a subscriber to NOW TV Latino. My bundled third-party apps (like Peacock Premium and ViX Premium) are working perfectly, but my live channels have completely disappeared from the Xfinity Stream app.

When I try to load live TV, I am getting Error Code TVAPP-00500 (Service Authorization Failure).

This is happening simultaneously across multiple devices in my home: my mobile phone, Amazon Fire Stick, and official Xumo Stream Box.

I have already tried restarting my gateway, clearing the app cache/data, performing deep sign-outs, and running a standard channel refresh via the automated assistant. I also called phone support, but they were unable to resolve the issue.

Because my billing is current and third-party partner logins work, this appears to be a UDB (Universal Data Base) profile mismatch where my NOW TV entitlements are not syncing to the Stream app platform. Please open an engineering ticket to manually re-sync and rebuild my account profile's TV entitlements. Thank you.