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CustomerMS
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Thursday, April 24th, 2025 6:37 PM

Xfinity Stream App on Roku Soundbar: Service Connection Issues and Access to Mini-Guide

I have been experiencing a few issues with the Xfinity stream app on my Roku soundbar, and I was wondering if some of you guys might be able to shed some light on what could be going on.

One issue I noticed since I started using the app about 2 months ago is that the mini-guide very often cannot be accessed, and I am forced to exit the app and start it over.  Most often I access the mini-guide using the right arrow key on the Roku remote. However, it can also be accessed with the down-arrow key which provides access to additional functionality and features, and those are not available either. The back button does not work either, and I have to use the home button to exit the app. 

The other issue which started happening this week is the app not connecting to the service. I experience that 3 times this week already. It was not a network issue on my end as other streaming apps on the same device were able to connect to their respective services. A message I got in these cases was that the guide was not available as I was trying to access the full guide. 

The Roku soundbar has the latest software update, and it also has the latest version of the Xfinity Stream app. Is there some type of maintenance I should be performing on the app or device? The first thing that came to mind is that I probably needed to clear some type of cache. However, I didn't see an option for that. 

Any thoughts?

Question

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Updated 

2 months ago

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XfinityThomasD

Official Employee

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1.3K Messages

2 months ago

 

CustomerMS Thanks for posting on our Forums. I would always check that the device being used is compatible and check if similar issues happen with other devices. Have you tried to delete and redownload the app as well?

 

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CustomerMS

Contributor

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34 Messages

Hi @XfinityThomasD  ,


I haven't deleted and redownloaded the app yet, but I will give it a shot. I don't know if this is relevant or not, but I am an Xfinity cable TV customer along with Internet service. My TV service is split among cable boxes and the streaming app. 

The Xfinity Stream app on my Roku device has version 8.1 Build 2 which appears to be the latest update as I cannot update it. Any attempt to update, shows the same version number.

The Roku device is currently running Roku OS 14.5 which is the latest version available. 

(edited)

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2 months ago

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XfinityShawn

Official Employee

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1.6K Messages

 

CustomerMS We can look closer into this on our end. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

 

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2 months ago

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