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scottandrewking
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Mon, Feb 15, 2021 12:00 PM

Subscribe to Channels? - Already Subscribed and Troubleshot for hours over phone and chat.

TLDR at bottom

 

I recently upgraded from Xfinity Internet to Xfinity Internet/TV/Voice.

The only hiccup I ran into was during the online upgrade process, it forced me to select a cable box. Intending to only use the Stream feature, this irked me, but not enough to bypass the upgrade. After speaking to a technician and reading the FAQs, I received confirmation that a box was not necessary to watch TV and I could easily return it.

 

So, after upgrading, I set up the Rokus, iOS apps, and Samsung TVs to be able to access Xfinity stream via the app. I verified that I could watch streaming TV through web browsers although that scenario would rarely occur.

 

Yesterday, 02/14/20, I returned the box that I had only had for 4 days. This box had not been used because I’ve only got coax running to one location in the house. Please note that this box was never set up or used. I had only used the Xfinity Streaming apps. Below is a receipt of the returned equipment:



ReturnedEquipment.JPG

 



THE PROBLEM

Sometime after arriving home last night, I attempted to watch television with my boy. He and I were watching a new Disney show titled, “Secrets of Sulphur Springs”. We had just recently binge watched episodes 1-6 and now since episode 7 had come out, we wanted to tackle that. But, when attempting to watch, it was now forcing me to buy these episodes. Trying to go back and watch episode 6, I was also being forced to pay. Something was definitely up, but I wasn’t sure what that was.

 

SulphurSprings.jpg

 

 

When navigating to my recently watched shows, I tried to reopen episode 6 of “Secrets of Sulphur Springs” that we had just watched the previous day, but I was prompted with an error message:

RecentlyWatched.jpg

 



EVEN MORE PROBLEMS

Last night, I also tried accessing other channels and was being prompted to subscribe to them. I have recreated the issue today:

 

SubscribePrompt.jpg

 

 

On a channel, such as FX (which I know I have), I am being prompted to subscribe. The “watch” button is missing. If I do click subscribe, it tells me to upgrade my account through xfin.tv/subscribe. Even though I know I have Signature Plus, I tried to navigate to that URL through a browser with the following result:

 

Upgrade.jpg

 

 

Interestingly, this same error message occurs if I try to change my plan at all using the “Change Plan” button on my account:

 

ChangePlan.jpg

 

 

TROUBLESHOOTING

 

02/14 - Xfinity chat support last night for over an hour. Basic troubleshooting of logging out and back in/refreshing devices/etc. After that hour, the “specialist” I was speaking with quit responding to my messages and I closed the chat.

 

02/15 - Xfinity chat support starting at 0900 this morning. This agent promised she would “be with me until this issue is resolved.” Because she sounded as confident as one can via text, I was excited. But after over an hour of answering the same questions and performing the same steps, I got the same result - the agent stopped responding to me. 

 

02/15 - A little angry with the time already wasted as I had already tried all of these steps before reaching out to Xfinity, I attempted another agent. This time, the chat queue was up to 27. After 30 or so minutes, that queue dropped to 7. Another 30 minutes after that, I was still 7th in the queue.

 

02/15 - Angry call. I apologize to this technician. I have worked app support before and it’s usually the bottom man (or woman) on the totem pole that has to take the verbal abuse. I was not rude but I was very firm in how I spoke to her. I informed her of everything that I had tried with the previous techs. After being placed on hold for a moment (not terribly long), she got back on and said that, after speaking to a higher level technician, I had made a mistake of returning the cable box and that I can only stream content if I have a cable box. At this point in time, I snapped back, firm and rude and referred her to this article by Xfinity (Xfinity Stream App on Xfinity TV Partner Devices FAQs - Xfinity Support) that states that I do not need a cable box to watch provided content. Ended discussion with her and asked to speak to a manager. She placed me on hold for 10 minutes before terminating the call.

 

02/15 - Another call. The agent that answered informed me that she will have to have a manager call me back due COVID and teleworking. She stated that she has to reach out to mgmt via email and that the turn time is usually about 2 hours. That was 4 hours ago. Still waiting.

 

So….I’ve hit a brick wall. My Xfinity Stream app (on 5 Rokus, 2 Samsung TVs, and any web browser I try) says that I need to upgrade when that is not a possibility. All of the services that I’m paying for are not being provided. Any ideas?

 

TLDR: After returning a never used cable box, most of my Xfinity channels are no longer accessible through the Xfinity Stream app. Removing $7.50 worth of additional monthly charges has already accrued hundreds of dollars in my time.

Responses

Rustyben

Expert

 • 

24K Messages

2 m ago


@scottandrewking wrote:

TLDR at bottom

 

I recently upgraded from Xfinity Internet to Xfinity Internet/TV/Voice.

The only hiccup I ran into was during the online upgrade process, it forced me to select a cable box. Intending to only use the Stream feature, this irked me, but not enough to bypass the upgrade. After speaking to a technician and reading the FAQs, I received confirmation that a box was not necessary to watch TV and I could easily return it.

 

So, after upgrading, I set up the Rokus, iOS apps, and Samsung TVs to be able to access Xfinity stream via the app. I verified that I could watch streaming TV through web browsers although that scenario would rarely occur.

 

Yesterday, 02/14/20, I returned the box that I had only had for 4 days. This box had not been used because I’ve only got coax running to one location in the house. Please note that this box was never set up or used. I had only used the Xfinity Streaming apps. Below is a receipt of the returned equipment:



ReturnedEquipment.JPG

 



THE PROBLEM

Sometime after arriving home last night, I attempted to watch television with my boy. He and I were watching a new Disney show titled, “Secrets of Sulphur Springs”. We had just recently binge watched episodes 1-6 and now since episode 7 had come out, we wanted to tackle that. But, when attempting to watch, it was now forcing me to buy these episodes. Trying to go back and watch episode 6, I was also being forced to pay. Something was definitely up, but I wasn’t sure what that was.

 

SulphurSprings.jpg

 

 

When navigating to my recently watched shows, I tried to reopen episode 6 of “Secrets of Sulphur Springs” that we had just watched the previous day, but I was prompted with an error message:

RecentlyWatched.jpg

 



EVEN MORE PROBLEMS

Last night, I also tried accessing other channels and was being prompted to subscribe to them. I have recreated the issue today:

 

SubscribePrompt.jpg

 

 

On a channel, such as FX (which I know I have), I am being prompted to subscribe. The “watch” button is missing. If I do click subscribe, it tells me to upgrade my account through xfin.tv/subscribe. Even though I know I have Signature Plus, I tried to navigate to that URL through a browser with the following result:

 

Upgrade.jpg

 

 

Interestingly, this same error message occurs if I try to change my plan at all using the “Change Plan” button on my account:

 

ChangePlan.jpg

 

 

TROUBLESHOOTING

 

02/14 - Xfinity chat support last night for over an hour. Basic troubleshooting of logging out and back in/refreshing devices/etc. After that hour, the “specialist” I was speaking with quit responding to my messages and I closed the chat.

 

02/15 - Xfinity chat support starting at 0900 this morning. This agent promised she would “be with me until this issue is resolved.” Because she sounded as confident as one can via text, I was excited. But after over an hour of answering the same questions and performing the same steps, I got the same result - the agent stopped responding to me. 

 

02/15 - A little angry with the time already wasted as I had already tried all of these steps before reaching out to Xfinity, I attempted another agent. This time, the chat queue was up to 27. After 30 or so minutes, that queue dropped to 7. Another 30 minutes after that, I was still 7th in the queue.

 

02/15 - Angry call. I apologize to this technician. I have worked app support before and it’s usually the bottom man (or woman) on the totem pole that has to take the verbal abuse. I was not rude but I was very firm in how I spoke to her. I informed her of everything that I had tried with the previous techs. After being placed on hold for a moment (not terribly long), she got back on and said that, after speaking to a higher level technician, I had made a mistake of returning the cable box and that I can only stream content if I have a cable box. At this point in time, I snapped back, firm and rude and referred her to this article by Xfinity (Xfinity Stream App on Xfinity TV Partner Devices FAQs - Xfinity Support) that states that I do not need a cable box to watch provided content. Ended discussion with her and asked to speak to a manager. She placed me on hold for 10 minutes before terminating the call.

 

02/15 - Another call. The agent that answered informed me that she will have to have a manager call me back due COVID and teleworking. She stated that she has to reach out to mgmt via email and that the turn time is usually about 2 hours. That was 4 hours ago. Still waiting.

 

So….I’ve hit a brick wall. My Xfinity Stream app (on 5 Rokus, 2 Samsung TVs, and any web browser I try) says that I need to upgrade when that is not a possibility. All of the services that I’m paying for are not being provided. Any ideas?

 

TLDR: After returning a never used cable box, most of my Xfinity channels are no longer accessible through the Xfinity Stream app. Removing $7.50 worth of additional monthly charges has already accrued hundreds of dollars in my time.


when you return your 'last' (only) set top box your account if set up properly is a streaming device only account which only allows two simultaneous streams at one time. With most packages, the first HD x1 set top box is included in the package at no extra charge. when the box is installed and working, you move from 2 to 5 simultaneous stream at one time (maximum 2 outside the home, 3 remaining in home). does that seem to explain the issue?

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