user_xka77q, Thank you for reaching out. I hope you are doing well, besides the issues with your recent purchase. I see you used the Xfinity App to make a purchase. However, this purchase wasn't available to you on the Stream App or Xumo Stream Box. That said, I can certainly see how this would be confusing. When you try to access the title on the Stream App or Xumo device, is it asking you to purchase it again? By any chance, do you have different user roles or logins on the same account?
@XfinityVianney I do not have different roles or logins. How can I check that to be 100% sure? During one of the eight or nine chat sessions or with the live person I went on the stream app on my TV and click to purchase. A QR code popped up that I scanned with my phone and it said that I already own it. I did switch a couple months ago for my cable TV box to zumo and streaming only. That may be a factor. On the Xfinity app two movies show up as purchased on my phone. On the TV Xfinity streaming app eight movies show up none of which are on my phone and on my phone show up on the TV as purchased. There's some kind of disconnect
user_xka77q, For the different roles, do you have any other folks in the home who may use their login on the Xumo device for some apps and services? Is the content missing whether you access the Stream App via Xumo, your mobile device, or the traditional web browser?
Also, I just wanted to let you know that I sent a signal now to do a general refresh on your profile and the account. Let me know if you see any changes.
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.
@XfinityVianney Nothing has changed. No multiple users or anything like that either. My system has been reset at least 8 or 10 times already none of it matters there's some kind of disconnect between the two systems. If you Google it it says it's a known issue from the Xfinity app on mobile to the app on zumo. There's something that has to be done in the background by Xfinity to rectify the situation. The purchased movies that show up on mobile are not the same as the movies that show up as purchased on the XUMO box
user_xka77q We can further help on our end to see what can be done. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. Click "Sign In" if necessary Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging Click the "New message" (pencil and paper) icon Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line Type your message in the text area near the bottom of the window Press Enter to send it
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.
@XfinityShawn@XfinityVianney well? What happened? Everybody want silent. It's obviously a well known issue if Google knows about it and says it's a frequent problem. The Xfinity people just quit looking into it? Gave up?
We replied to your direct message, do you see the reply? We can further assist you in the direct 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.
There should be a little notepad type icon in the upper right-hand corner once you are signed in. Please let us know if you are able to see the icon.
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.
@XfinityJanelle Yes I see the little square box with some lines in it and a little arrow like are talking thing. I click on it and it does not show any direct messages just wants me to create a new message. Doesn't show even my old one that I sent
user_xka77q You can go ahead and create a new message, our team will be happy to help get your issue resolved.
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.
XfinityVianney
Official Employee
•
2K Messages
21 days ago
Thank you for reaching out. I hope you are doing well, besides the issues with your recent purchase. I see you used the Xfinity App to make a purchase. However, this purchase wasn't available to you on the Stream App or Xumo Stream Box. That said, I can certainly see how this would be confusing. When you try to access the title on the Stream App or Xumo device, is it asking you to purchase it again? By any chance, do you have different user roles or logins on the same account?
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user_xka77q
12 Messages
12 days ago
@XfinityShawn @XfinityVianney well? What happened? Everybody want silent. It's obviously a well known issue if Google knows about it and says it's a frequent problem. The Xfinity people just quit looking into it? Gave up?
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