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user_5u939z
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Wednesday, June 25th, 2025 3:18 AM

Xfinity Stream App Not Working

I’m trying to watch the Xfinity stream app through Roku but get this error message every time I sign in: "...cannot support high speed data customers without a video subscription". I already pay for a video subscription and have used this app in the past. Please let me know how to fix this. 

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4 days ago

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XfinityAmandaB

Official Employee

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2.3K Messages

4 days ago

 

user_5u939z We are more than happy to help with your Xfinity Stream app. Where in the process are you getting the error you provided?

 

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user_5u939z

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6 Messages

4 days ago

I get to the home screen on the app and I sign in using the code provided on “xfinity.com/authorize”. I’m told that I’ve successfully logged in and then the error message appears on the app itself. 

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XfinityFrank

Official Employee

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1.4K Messages

@user_5u939z, would you be able to test and see if you're able to access and watch the XFINITY Stream app with another device like a tablet or mobile phone without an issue?

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.
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4 days ago

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user_5u939z

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6 Messages

4 days ago

Yes, it works on my phone, computer, and several other Rokus around the house. 

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XfinityJustinC

Official Employee

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1.4K Messages

@user_5u939z thank you for the confirmation that it's working on other devices. I did have a couple questions when you have time to answer. 

- Have you attempted to clear the Roku cache? 
Here are the steps to clear cache: 

How to Clear the Cache
  1. Select the Home menu on your Roku's Home screen. You'll see it at the top of the left menu. ...
  2. Press the Home button on your Roku remote 5 times (quickly).
  3. Press the Up button 1 time.
  4. Press the Rewind button 2 times.
  5. Press Fast Forward 2 times.

- Have you checked to see if the Xfinity Stream App is up to date? 
Uninstalling and reinstalling will ensure the Xfinity Stream App is on the most recent update. 

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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4 days ago

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user_5u939z

Visitor

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6 Messages

4 days ago

Yes, I just tried those steps again and I’m still having the same issue. 

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XfinityJustinC

Official Employee

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1.4K Messages

@user_5u939z I appreciate you attempting those steps, sorry to hear it didn't fix the issue. I found this helpful document that shows all the Roku compatible devices: https://www.xfinity.com/support/articles/activate-xfinity-tv-app-on-roku

- Is the one having issues on the list of compatible Roku devices? 

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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4 days ago

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user_5u939z

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6 Messages

4 days ago

I’m having this issue on both a Roku Streaming Stick 4K and Roku Express. Both are listed as compatible devices in that article. 

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XfinityJorge

Official Employee

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2.3K Messages

Gotcha! Let us take a look into the account and make sure everything looks good. Can you send me a DM with your name and address?
 Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message
 

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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4 days ago

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user_5u939z

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6 Messages

4 days ago

I just sent the message. Thanks! 

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