Visitor
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13 Messages
Xfinity Stream app not showing LiveTV channels, only TV GO channels
I have the prepaid NOW StreamSaver service and I'm using a Roku stick streaming device. Since last Tuesday (12/2), I have not had any of the 125+ LiveTV channels on my Xfinity Stream app. It's only showing TV GO channels. The app isn't recognizing that I am on my home's wifi network. I've done ALL of the troubleshooting, tried working with Xfinity agents, and NOTHING has worked. There HAS to be a solution for this! Has anyone here figured out why this is happening and how to fix it? I'm paying for a service I can't even use the way I want to and it's super frustrating and completely unacceptable.
XfinitySara
Official Employee
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2.1K Messages
7 hours ago
Hello, @karkrazy13 - Thank you for creating a post to get started, and for your patience while waiting on a response from our Digital Care Team (a group of real people, here to help!) Depending on which board you post to, responses are not always immediate. So, thank you again for understanding.
I'm sorry to hear about the trouble you've had. This is an incredibly frustrating and unfortunately common issue that users, especially for those on Roku, experience when the app fails to recognize they are on their in-home Wi-Fi network. The fact that you have the NOW StreamSaver service and are using a Roku stick makes this specific scenario very likely to be a known authentication/network recognition glitch on our side.
You are correct that the lack of Live TV (and only seeing TV GO channels) means the app thinks you are away from your home network, which is the root of the problem. Based on similar issues reported by other users and the nature of the problem, here is a breakdown of the likely cause and the most effective solutions that have worked for others, even after standard troubleshooting:
1. The Most Likely Cause: Authentication/Modem Profile
Since you've done all the standard troubleshooting (restarting devices, reinstalling the app, etc.) and it suddenly stopped working on a specific date (12/2), the issue is almost certainly related to an internal configuration on our network that is failing to link your account, your modem's MAC address, and your in-home IP address for the Roku device.
- This is often an issue that our Tier 2 or engineering support must resolve by sending a specific signal or correcting your account's modem registration/device provisioning.
2. Solutions That Have Worked for Others (Beyond Standard Steps)
You've already done the basics, so focus on these more advanced steps if you haven't tried them:
A. Power Cycle/Network Refresh (The "Magic" Reboot)
A simple restart is usually not enough; you need a full power cycle of your entire network.
- Unplug your modem/gateway (the Xfinity device that provides your internet).
- Unplug your router (if you use a separate router).
- Unplug your Roku stick.
- Wait at least 2-3 minutes. This is longer than a typical reboot but ensures the network drops its temporary address assignments.
- Plug your modem/gateway back in first. Wait for it to fully connect and all the lights to stabilize (usually 3-5 minutes).
- Plug your router back in (if applicable).
- Plug your Roku stick back in.
- Wait for your Roku to connect to the Wi-Fi and then launch the Xfinity Stream app.
B. Direct Xfinity Account/Modem Verification
The key is for us to verify that the modem/gateway connected to your account is the one providing the internet you're using.
- Verify your modem's information: Check your Xfinity account online (or in the Xfinity app) to ensure the MAC address and serial number of your currently active modem/gateway are correct and match the device you are using. If you own your modem, or if we recently performed a system update, this information can sometimes become mismatched in our system.
- Request an Escalation/System Signal: You've come to the right place!
Our team can send a refresh or reprovisioning signal if necessary. We can even escalate the issue to Tier 2/Engineering as a persistent "out-of-home" or "TV GO channels only" error on a registered in-home device (Roku).
C. Check for VPN/Private Relay Services (Less likely on Roku, but good to check your network settings)
- If you have any VPN running on your home network/router, or if you are using a custom DNS/security service, these can sometimes mask your home IP address, causing the Xfinity Stream app to think you are connecting remotely. Temporarily disabling them might help.
I know you're frustrated, but this type of error is almost universally resolved when we re-provision your service and correct the in-home network flag on your account. Since you've already tried the standard steps, let us know how the above (extra) steps go. If we need to take a closer look and/or escalate this to our backend team, we'll be happy to do so :)
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