Visitor
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12 Messages
OnDemand Purchased movies
Well, I have a problem and nobody at Xfinity/Comcast can find a solution.
12/22/22 we decided to switch from the X1 box to the Flex box. It took about 10 weeks for online and in home tech service to to get out purchased movies transferred to our library. Finally, an online rep figured out there are two different models of the Flex box and ordered one and all started working until recently 1/26/24. I only added the previous information as I believe it's good background info. Don't know if there is a connection or not.
Now the current problem. Found one of my 250 movies OnDemand Purchases was missing in my library of purchased movies and on my cell's Xfinity Stream app. After I had time the next morning I started to reconcile my movies and have found that 54 movies have disappeared, 3 movies still show up as the movie cover thumbnail but when you open them the the following message appears, This title is no longer available ENT-10004. Now I haven't had a chance to review all movies left in my library to make sure the all play (only about 20 have been reviewed so far). I have spent about 7 hours plus on the phone with X/C reps trying to send signals, reboot, unplug the Flex box and Gateway modem, all X/C's equipment. A X/C tech came out physically to replace Flex box (same model) and check service was here about 2 hours working on it. Service is good. Was told to call X/C again it's possibly the Cloud. Or talk to billing for an adjustment/refund. Now we are talking about an estimate of $1,000, and they don't want to address this. The last rep 2/8/24 did take the time to review my purchases, all 250 movie by movie to verify whe X/C showed in my account that were purchased and when she came across one that was missing in my library she typed it into a CR workorder. She said a background tech from the Tech Dept would have to address the issue. Wait for a responses usually 24 hours. Guess what? Nothing! The last background tech that responded from a previous call and CR workorder said I would need to rerent and/or purchase the movies and call billing. What? Not acceptable.
Has this problem ever happened to you and what resolve did you find.
Thank you for any help out there.
DreamSayerZ
Problem Solver
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491 Messages
7 months ago
@user_06b049 Have you tried by chance to login to the Xfinity Stream web site on your PC, or phone/tablet to see if they show up and you can watch there?
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user_06b049
Visitor
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12 Messages
7 months ago
Yes, I've tried that as well with the same movies missing. Thanks.
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user_06b049
Visitor
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12 Messages
7 months ago
Yes I have with the same result. Some of my purchased movies missing.
Logged on to laptop.
Logged on to my Xfinity Stream app on my cell phone.
On my Flex box as well.
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user_ynlbag
1 Message
6 months ago
I am wondering if you ever got a resolution to this problem. We are having the exact same problem since we switched over to the Flex box at the end of January. We also had a technician out here who was unable to solve the issue and have spent countless hours on the phone including one day alone that we were on the phone for over 2 hours being bounced from one department to another. We purchased 223 movies during our time with Comcast but since the switch have lost over 40 movies. I swear with all the complaints about this issue they sure seem to be setting themselves up for a class action lawsuit. The worst part is that all of their phone operations including billing, customer service, and phone technicians are no longer in the United States but out of the Philippines. Go Figure!
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