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ricardo.v
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3 Messages

Wednesday, September 25th, 2024 12:54 PM

There are missing channels on the website compared to the app

Hi team, 

I have noticed that several channels have disappeared from the website (Univision, CBS, maybe some others) and are no longer available in the grid; I even had some of them marked as favorites. However, when I open the app on my cell phone, they do appear and I can play them. What could be the problem?

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1 month ago

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XfinityRoberto

Official Employee

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1.4K Messages

1 month ago

Hi there and welcome to Comcast @ricardo.v. I am sorry to hear that you are not able to see certain channels on our Streaming website. You are in the right place and we are happy to assist you today. Have you tried to clear out the cache and cookies from your computer?

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ricardo.v

3 Messages

@XfinityRoberto​ Hi, thanks for your reply.
I've already done what you suggested several times and the behaviour is still the same. Strange thing, when I search in the website search engine for any of the channels that don't appear in the grid, they appear but I can't play them, I get a subscription/upgrade warning, however in the app I have no problems.

Hope for your comments

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1 month ago

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XfinityRaf

Official Employee

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569 Messages

Thanks for those additional details. Have you tried another browser or logging out then back into the website? 

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

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1 month ago

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ricardo.v

3 Messages

Thanks for your reply,

Yes I've tried other browsers as well, and the issue still remains. A few days ago I was able to see and play several channels that now are missing from the grid. No recently changes in my internet ´plan-

Best regards

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1 month ago

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XfinityThomasD

Official Employee

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949 Messages

 

ricardo.v We may need to look further into the account and run through some remote steps to see if we can find the error. Please send our team a direct message with your full name and address.
 
To send a Direct Message:

 

 

Ensure you are logged in

  • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
    • As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
    • An "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.tick

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1 month ago

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