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user_628f0f
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Tuesday, January 16th, 2024 5:44 PM

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Why can I no longer view my purchases on my Roku devices?

For at least the past 6months, I have not been able to watch my purchased content on my Roku devices. I am a former customer/employee and when I moved away, Xfinity wasnt available in my new location. I was always told as an employee that purchased content would still be accessible even if you are no longer a customer. This was true for my experience again, until at least the past 6 months. The only device I can partially view my purchases on is my actual Sharp Roku TV, but even then, whatever I am viewing will be interrupted by an error message saying that I am not using an Xfinity stream device. If something has changed it would be nice to know, but I and many others made these purchases under the assumption that we would still be able to access the content on any devices. Will this be resolved?

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10 months ago

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user_628f0f

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10 months ago

I would also like to add that I have been viewing these purchases since 2016- spring of 2023 without still being a paying customer. Also, when I try to authorize from other Roku devices in my home I receive the Acees not authorized error. Stating I signed in successfully, but I must an Xfinity user to enjoy this service.

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XfinityXanadu

Official Employee

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300 Messages

@user_628f0f While we do offer support with Roku devices, it may be due to the model that you are using or the fact that there hasn't been an active account for some time to utilize the Xfinity Stream app on it. Have you kept your primary Xfinity ID active by checking email periodically? Also, when you go to log into the Xfinity Stream app or portal, are you using the Primary Xfinity ID to do so? Have you linked your account to a Movies Anywhere account?

We have a few pages that outline how to watch after an account closes here with the main notes indicating: What happens to any TV shows or movies I purchased through Xfinity?
If you disconnect all of your Xfinity services, you can continue to watch purchased titles using Xfinity Stream (xfinity.com/stream) and the Xfinity Stream app. You’ll need your primary Xfinity ID and password to access the Xfinity Stream portal and Xfinity Stream app. Learn more about On Demand Purchases.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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10 months ago

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