mathn755's profile

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Sat, Jan 11, 2020 6:00 PM

Outage?

A few days ago I upgraded from an internet only plan to the X1 Saver Pro+ Double Play package with the no set box/streaming only option.  I've now never once been able to get into the Xfinity Stream App on my Roku Ultra without the error saying that i must use my home network, even though i'm connected to my home network.  After 4+ hours on the phone with technical support being told to do the same 6 things over and over (restart roku, restart modem, restart router, etc...) and being upgraded to Tier 3 suport, they have still not resolved the issue.   Now they have said i'm going to some super secret Tier 4 support level, but have to wait another 24-48 hours for a phone call, and by they way there is suddenly an "outage" on this streaming service.  Why is Xfinity even selling this streaming only option if there is a continual "outage" that doesn't ever allow it to work?    

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Rustyben

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24K Messages

1 y ago


@mathn755 wrote:

A few days ago I upgraded from an internet only plan to the X1 Saver Pro+ Double Play package with the no set box/streaming only option.  I've now never once been able to get into the Xfinity Stream App on my Roku Ultra without the error saying that i must use my home network, even though i'm connected to my home network.  After 4+ hours on the phone with technical support being told to do the same 6 things over and over (restart roku, restart modem, restart router, etc...) and being upgraded to Tier 3 suport, they have still not resolved the issue.   Now they have said i'm going to some super secret Tier 4 support level, but have to wait another 24-48 hours for a phone call, and by they way there is suddenly an "outage" on this streaming service.  Why is Xfinity even selling this streaming only option if there is a continual "outage" that doesn't ever allow it to work?    


use the xfinity myAccount app, select the internet tab, and touch the gateway/modem. compare the shown 'serial number' with your gateway's HFC MAC address. is it identical letter for letter? is more than one gateway shown?

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