Streaming Setup Problems

Xfinity Streaming NOW TV

Xfinity Support -

I was instructed to Direct Message you by one of your Xfinity Customer Service Supervisors, Stafford Miles, and was also from the Xfinity Community Support pages to do the same. 

Briefly, we are having difficulty with the initial setup of the NOW TV service and the Xfinity Stream App. Internet and wifi services have been set up and appear to be working, though some areas of this very small apartment seem to have spotty/inconsistent coverage. The Xfinity Stream app appears, so we should be okay all and all, but things do not progress properly such that we can get the service working. 

There are multiple televisions that we’re trying to get service on. T.V. 1 (Master Bedroom, upstairs) - Samsung Model NO.: UN40J6300AF  Type No.: UN40J6300. Here, we are using a Roku Streaming Stick 4K, (SKU#3820RW2) The Xfinity Stream app is installed on the t.v. via the ROKU stick.

We followed the https://www.xfinity.com/support/articles/activate-xfinity-tv-app-on-roku article. Our Roku device is specifically included in this article, and the Xfinity Stream app not only appears but has been loaded/installed on the TV. However, when we go through the activation process everything proceeds as normal through Step 3., in the above referenced article. But, Step 4. Where you enter your Xfinity login credentials (UserID and Password) never appears. Instead, it proceeds automatically to the Success Screen on my laptop or phone (I’ve tried both devices to authorize) and I’m taken to a screen on the TV. that says” This package is not yet available on this device…(Error: TVAPP-00195). The only option at this point is to Exit the App.

Can you please assist us with getting the service working properly?

We have three other televisions, not using Roku, but we were told that we should be able to use the NOW TV service via the Xfinity Stream App on all of our tvs without additional hardware by your salespeople.

The other televisions are as follows:

Television 2. (Living Room, downstairs) Located next to the Xfinity Router. SONY Model KDL-47W802A

Television 3. (Guestroom, upstairs) SONY Model KD-55X85J

Television 4. (Bedroom, upstairs) Visio Model D50f-F1

We’re being sent a Xumo /Flex Box but that will only work on one TV. We were specifically told that we could get the service on all our sets without extra equipment, and don’t want to have to pay more for a service that we were told would not need more.

I’m also having another problem. It is my understanding that the Peacock Premium service is included with the NOW TV service. When I try to activate Peacock it asks me for my Xfinity login credentials to activate the Peacock service, then says that it does not recognize my Peacock credentials. Makes no sense to me. Help!?!?!?! 

Thank you in advance for your assistance.