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user_4650ae
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Sunday, April 18th, 2021 6:58 PM

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Problems with my streaming services

Is anyone else having issues with streaming Xfinity on their laptop? I pay all this money and now I cannot stream on my Macbook or chromebook.

Question

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Updated 

3 years ago

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victrolux

Regular Visitor

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12 Messages

3 years ago

I began having the same issue after the BigSur 11.6, Safari 15 upgrade. But IMPORTANTLY it's also an issue in Chrome. So that makes me think it is the OS (Big Sur 11.6) that is the cause.

3

XfinityAldrik

Official Employee

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1.7K Messages

Hello @victrolux, thank you for reaching out to us on our community forums. Could you please send our team a private message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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

3 years ago

0

user_525d50

Visitor

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5 Messages

Your team is completely unhelpful - its now been over a week - last week said it would be fixed by Monday - I knew based on past experience it wouldn't be.  I am going to start looking for alternatives to Comcast

3 years ago

0

user_525d50

Visitor

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5 Messages

I have spent hours with your team - waste of time

3 years ago

0

DreamSayerZ

Problem Solver

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569 Messages

3 years ago

I saw this thread and decided to check on my MacBook Air with MacOS Catalina 10.15.7. Does not work in Safari 15 or with Chrome for me. OR Firefox, or Edge. So probably not OS specific.

With Chrome I receive a message when loading a channel: Attempting to Resume... After a few seconds then receive: This Video Cannot Be Played. We've run into a problem while streaming... (Error player.-9001) and a diagnostics button. When I press the button it takes me back to channel guide. If I try to watch a channel again get put back in same error loop.

On Safari 15, I get Now connecting to your entertainment experience... and the 3 dots keep blinking and nothing ever happens.

So yah Xfinity! This is YOUR problem!!!

(edited)

1

user_611857

Visitor

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2 Messages

@DreamSayerZ 

Have this exact problem too; hangs using Safari (OS 10.15.7) and error code -9001 when attempting through Firefox.  Customer service rep was unable to locate the error code.

3 years ago

0

user_f0adf9

Visitor

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4 Messages

3 years ago

i've had same issue since mac update 3 days ago.  i was streaming, then I got a notification that updates were available.  safari shut down, the update seemed to be very short if it in fact updated anything.  right after that, streaming will not load.  i tried to troubleshoot and xfinity said there was no signal in one of the bedrooms which was false because both tv's work.  also another xfinity error where i was told no wifi signal when in fact there was.  i'm stuck on "loading your entertainment experience"  and i'm more than a bit miffed about this.  

0

user_7a6fa1

Visitor

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1 Message

3 years ago

Good morning.

I am running into the same issues as these folks have recently.  Here's what I'm experiencing ...

  • Xfinity Stream is not connecting at all in Safari
  • Channel lineup appears in Firefox, but live-streaming doesn't work.
    • I can watch a previously recorded show or event, but live-stream fails.
  • Channel lineup appears in Chrome, but like Firefox, live-streaming doesn't work.
    • This is significant because Chrome worked for live-streaming yesterday, but now I'm running into the same issue as in Safari and Firefox.
  • Error message is always the same:  "This Video Cannot Be Played (Error player - 9001)"
  • There is a Diagnostics button which only returns me to the channel guide.
  • the Xfinity Stream app on my iPad and phone are working without error.  

Please advise.

1

KishH

New Poster

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10 Messages

@user_7a6fa1 

I am experiencing all of this too in Safari 15 with Big Sur and with Chrome. Ipad and phone is fine. 

3 years ago

DreamSayerZ

Problem Solver

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569 Messages

3 years ago

I've just confirmed the issue is resolved with Chrome and Firefox, but NOT with Safari.

4

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victrolux

Regular Visitor

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12 Messages

@DreamSayerZ Yes... same here. Today (thurs 9/23/21)... Chrome fine, Safari not fine

(edited)

3 years ago

0

user_f0adf9

Visitor

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4 Messages

I tried using Chrome and still no streaming for me.  

3 years ago

user_f0adf9

Visitor

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4 Messages

I am on Firefox now.  I was happy that I got past "your experience is loading" screen but no channels will play.  got an error message "your system isn't compatible with xfinity stream" yet OS and browsers are all up-to-date (safari, chrome, firefox). 

3 years ago

user_2d26d1

Visitor

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7 Messages

@DreamSayerZ

Chrome worked for me for a little while, but now it has stopped, and given me the same error code about the "player" 

3 years ago

XShanTV

Contributor

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28 Messages

3 years ago

QUICK FIX / Workaround

Goto the Apple App Store on the iMac and download a streaming app. add Xfinity Stream link.  It works Perfectly.  I’m unable to advertise the app so get the popular one. 

App Store > streaming > download app > add Xfinity Stream link > WORKS PERFECTLY!!!

(edited)

1

0

DreamSayerZ

Problem Solver

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569 Messages

@XShanTV I checked out the app just for the fun of it. I don't really stream on my MacBook. But sweet little app! Much easier to use than a browser. Had no idea something like this existed.

For those that use a laptop to stream, I would definitely check it out!!

3 years ago

XShanTV

Contributor

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28 Messages

3 years ago

QUICK FIX/ Workaround

iMac Desktop > GOTO Apple App Store > download streaming app > add Xfinity Stream link > log into Xfinity

YOU’RE BACK IN BUSINESS. 

(edited)

7

user_2d26d1

Visitor

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7 Messages

@XShanTV     
That's not a fix.  

(edited)

3 years ago

user_6fb41a

Visitor

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4 Messages

I agree that is not a fix; it's a "Band-Aid."

Everyone in this thread pays for a solution from Xfinity (COMCAST), not a "quick fix.'

3 years ago

0

XShanTV

Contributor

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28 Messages

It’s a Quick Fix meaning Temporary Fix. You have to give Apple and Xfinity time to fix it. 

I agree it needs to be Resolved.  Let’s not be so negative regarding workarounds. 

3 years ago

0

XShanTV

Contributor

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28 Messages

@user_2d26d1 

It’s a Quick Fix meaning Temporary Fix. You have to give Apple and Xfinity time to fix it. 

I agree it needs to be Resolved.  Let’s not be so negative regarding workarounds

3 years ago

0

KishH

New Poster

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10 Messages

@XShanTV 

Not sure where you found it in the app store but I find no xfinity base streaming app for my Macbook Pro 2015.

3 years ago

0

user_d8f6ba

Visitor

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1 Message

3 years ago

same problem!! works fine on my iPhone but not on laptop right after  update macOS gib Sur 11.6.  No one is able to help me, anyone figure this out?

2

0

DreamSayerZ

Problem Solver

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569 Messages

@user_d8f6ba Have you tried using a different browser like Chrome or Firefox? It's definitely not working with Safari right now.

3 years ago

0

Cigarmac

New Poster

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12 Messages

@user_d8f6ba On my MacBook Pro, I downloaded the Free app Friendly Streaming Browser, which allows me to log in to whatever streaming service I want (e.g. I added Xfinity Stream, put it my Xfinity login/password since Apple does not allow the Xfinity Stream app on non mobile devices). This is working fine now for access to Xfinity television shows or movies, since the Friendly Streaking Browser app simply connects to Xfinity.com and allows all the Xfinity.com streaming feature to be accessed. You have to remember to access the app through Launchpad on the MacBook.  I posted also in the forum Recent IOS Updates. Yes, Comcast needs to fix this problem permanently.

3 years ago

0

user_525d50

Visitor

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5 Messages

3 years ago

Having the same issue. 

2

DreamSayerZ

Problem Solver

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569 Messages

@user_525d50 Have you tried using a different browser like Chrome or Firefox? It's definitely not working with Safari right now.

3 years ago

0

user_525d50

Visitor

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5 Messages

Yes, doesn't work on chrome

3 years ago

0

XfinityTony

Official Employee

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1K Messages

3 years ago

Everyone,

There is a known issue with connecting to Xfinity Stream on MacOS 11.6 using Safari 15. We are currently working on this. The suggested workaround is to try streaming on different browsers at this time. Thank you so much for your patience!

7

user_2d26d1

Visitor

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7 Messages

3 years ago

WHEN will this be fixed?  Still having this issue with both Safari and Chrome?  How incompetent are your xfinity people that they haven't fixed this yet?

0

user_525d50

Visitor

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5 Messages

3 years ago

I am going to look for alternatives to xfinity - completely incompetent.  Spend hours hon phone with them, no solution, no follow up, no fixes.  Why am I not surprised?

1

0

DreamSayerZ

Problem Solver

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569 Messages

@user_525d50 I highly recommend you send a direct message to Xfinity on this forum to get your issue resolved. Click on the Direct Messaging icon on the upper right. It's the one to the left of the bell. Click on Start New Message, in the field for type the name of a person, enter Xfinity Support. Type message and send. It's much better than calling IMHO. Best!

(edited)

3 years ago

0

SavannahGiGi

Visitor

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1 Message

3 years ago

Just spent almost 4 hours on live chat with Apple and we finally fixed this issue. See below info, it takes time but worked for me. Good luck!!

How to reinstall macOS

Use macOS Recovery to reinstall the Mac operating system.

Start up from macOS Recovery

Determine whether you're using a Mac with Apple silicon, then follow the appropriate steps:

Apple silicon

Turn on your Mac and continue to press and hold the power button until you see the startup options window. Click the gear icon labeled Options, then click Continue.

Intel processor

Make sure that your Mac has a connection to the internet. Then turn on your Mac and immediately press and hold Command (⌘)-R until you see an Apple logo or other image.

If you're asked to select a user you know the password for, select the user, click Next, then enter their administrator password. 

 

Reinstall macOS

Select Reinstall macOS from the utilities window in macOS Recovery, then click Continue and follow the onscreen instructions.

Follow these guidelines during installation:

  • If the installer asks to unlock your disk, enter the password you use to log in to your Mac.
  • If the installer doesn't see your disk, or it says that it can't install on your computer or volume, you might need to erase your disk first.
  • If the installer offers you the choice between installing on Macintosh HD or Macintosh HD - Data, choose Macintosh HD.
  • Allow installation to complete without putting your Mac to sleep or closing its lid. Your Mac might restart and show a progress bar several times, and the screen might be empty for minutes at a time.

After installation is complete, your Mac might restart to a setup assistant. If you're selling, trading in, or giving away your Mac, press Command-Q to quit the assistant without completing setup. Then click Shut Down. When the new owner starts up the Mac, they can use their own information to complete setup.

 

(edited)

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user_2d26d1

Visitor

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7 Messages

@user_f62c0b  and did you NOT install the most recent version (15.0?) of Safari? Some people were saying using the previous version (14) solved their problem.

3 years ago

0

user_cc78d2

Visitor

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1 Message

This is not an Apple problem. It is an xfinity problem. They need to fix it, not Apple.

3 years ago

0

jwkott

Regular Visitor

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3 Messages

Do NOT install Safari 15 when you do the restore.  When I updated to Big Sur 11.6 it automatically updated to Safari 15. I was unable to access Xfinity streaming immediately after the update. I initiated a recovery restore of 11.6 and it updated WITHOUT updating to Safari 15. Xfinity streaming opened just fine after that. So I concluded it was a Safari issue not an Xfinity issue, especially since Firefox and Chrome worked with Xfinity when I still had Safari 15 loaded. So I'm running Safari 14.1.2 until Apple fixes the problem. All is good.

3 years ago

0

Cigarmac

New Poster

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12 Messages

One Xfinity work around is to load the free “freedomstreaming browser” (Apple store) and put in your Xfinity user name snd password. It will then allow you to access Comcast tv streaming on MacBook computers. Eventually Comcast will catch up to OS changes Apple made.

3 years ago

0

MI7227

Visitor

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1 Message

3 years ago

Same is true on MacBook Air.  Chrome works, Safari v 15.0 does not. Tech Support at Comcast won't acknowledge. Tech Support at Apple helpful but no resolution as of 10/8.    

1

DreamSayerZ

Problem Solver

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569 Messages

@MI7227 The issue will be resolved when Apple releases Safari 15.1. It's been confirmed with folks using the developer preview.

3 years ago

0

user_4741ed

Visitor

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1 Message

3 years ago

when will this ever be fixed it’s been months comcast 

0

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