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user_ce3l2q
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Thursday, September 12th, 2024 5:09 PM

xfinity stream not working on roku devices

We have been unable to use Xfinity stream on any of our roku devices/tv.  We can stream on laptop or iphone.  Issue is isolated to roku only.  App will not load live tv.  We have tried all of the recommended troubleshooting steps, have been on the phone multiple times with an agent to try to fix.  Xfinity service technician was out yesterday to work on some other issues at our house and he also spent over an hour trying to troubleshoot with your team.  The issue started ~ 4 weeks ago and still is not resolved.  Prior to this we never had issues streaming.

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1 day ago

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XfinityFrank

Official Employee

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1.1K Messages

5 months ago

Hi there @user_ce3l2q! Thanks for reaching out to us here on the Community Forum. Is there a specific error message presented when you try to watch live tv on the roku?

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user_ce3l2q

4 Messages

error code is 


TVAPP 00500

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5 months ago

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XfinityFrank

Official Employee

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1.1K Messages

Thanks, @user_ce3l2q! This error usually populates when there is a software version issue. Have you made sure that your Roku devices are running the latest firmware and uninstall/reinstall the XFINITY Stream app?

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5 months ago

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Anon177871

New Poster

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2 Messages

5 months ago

I can't log in either. When I start the app it gives me a code and says to go to Xfinity.com/authorize which I do and then it tells me I don't have access to Xfinity TV - click here to upgrade - which at over $230 a month, I'm pretty sure includes TV since my cable box is working just fine. Problem on all of my Roku devices. Same error... 

1

XfinityBillie

Official Employee

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3K Messages

@Anon177871 Thank you for taking the time to reach out to us here on our Xfinity Forums. Can you tell me what device you are trying to access the stream app on? Is there a specific error message other than it telling you that you don't have access? The more information you can provide, the better we can help.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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5 months ago

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user_we9ui1

1 Message

5 months ago

What is wrong with the Xfinity Stream app. It is no longer working on Roku devices?

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XfinityChristy

Official Employee

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1.7K Messages

 

user_we9ui1 Hello and thank you for reaching out via our Xfinity Community Forum today. I’m sorry to hear you’re experiencing issues with the Xfinity Stream app on your Roku device. Let’s go through a few quick troubleshooting steps to help resolve the problem:

  1. Restart the App:
    Close the Xfinity Stream app completely and then reopen it. This can help refresh the app and resolve any temporary glitches.

  2. Check for Updates:
    Make sure you’re using the latest version of the Xfinity Stream app. Head to your device’s app store to check if any updates are available.

  3. Clear Cache and Data:
    If you’re on a mobile device, try clearing the app’s cache and data. This can often resolve issues like slow loading or playback problems.

  4. Restart Your Device:
    A device restart can also help reset the connection and resolve app performance issues.

  5. Check Internet Connection:
    Make sure your internet connection is stable and strong. You can try switching between Wi-Fi and cellular data to see if it improves the streaming experience.

  6. Check Xfinity Status Center:
    Occasionally, there could be a service disruption in your area. You can check the Xfinity Status Center to see if there are any reported outages.

If these steps don’t resolve the issue or if you notice a specific error message, feel free to share more details! I’m happy to help further to ensure your streaming experience gets back to normal.

 

Thank you for your patience, and I’m here if you need more assistance! 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 months ago

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user_in4v5z

1 Message

4 months ago

Same here! It would be nice if you could fix this issue instead of asking people to explain it over and over! We're all having the same issue, so, clearly it's on Comcast's end!

3

XfinityXanadu

Official Employee

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300 Messages

@user_in4v5z If you're still having any issues with the Xfinity Stream app have you tried the steps that XfinityChristy provided above? If still any issues after that, please try logging out of the Xfinity Stream App, then uninstalling, reinstalling, and logging back in. Please let me know if you are still having issues after those steps have been tried.

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 months ago

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user_rnl1dr

1 Message

The Xfinity streaming app works fine on my other Roku TVs, but it doesn’t work on the newest Roku tv I bought recently. I keep getting an error message, “Device not at home. This device can only access Xfinity stream on your in home Xfinity Wi-Fi. Use the app on your smartphone, tablet, or laptop to watch on the go, anytime you like. Error: TVAPP-00116” I’ve followed all of the troubleshooting instructions but it still doesn’t work. Please advise.

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2 months ago

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XfinityDena

Official Employee

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2.8K Messages

@user_rnl1dr Thank you for reaching out. I am sorry to hear your Rokus are not working at this time. I want to make sure we are respecting your time and not repeat the steps you have taken previously. What troubleshooting steps have you taken? Is your Roku up to date? I would start by rebooting your modem. Ensure that Roku is linked to the same network as your Xfinity device. Once confirm can you reset your Roku account credentials and re-login.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

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user_y9y34u

1 Message

1 month ago

Apparently xfinity streaming doesn’t work below 30 degrees and yet they charge 200 -300 a month for the fastest and best service . Been out all day on chat line for a hour been a customer 37 years know all the trouble shooting and they still tell you to unplug and close the app knowing when you close the app you lose the chat and agent never calls back!!! If you ask is there an outage problem they say no the tv screen says were having streaming problems ! I have never been late on my bill and usually a big credit on my balance . I really feel like I’ve been on a con job all my life with them laughing all the way to the bank ! Very dissatisfied customer and sick of the service 

1

XfinityChelseaB

Official Employee

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1.4K Messages

Hello @user_y9y34u, Thanks so much for taking a moment out of your day to leave a comment on our community forum and we would be happy to help. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 month ago

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Jam18

Visitor

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1 Message

3 days ago

Just bought a new Sony Bravia 32" smart tv (2019) that was on sale at Best Buy and yesterday the Xfinity app stopped working, shows error:  TV-APP 00116.  There was no issue like this until after we bought the smart tv. There is no such error code listed when I tried Xfinity virtual assistant chat to figure out problem.  We also have a "dumb" tv.  We have Roku streaming sticks + on both tvs.   The other apps work fine.  All instructions in previous posts have been followed with no success.  The Xfinity support agent re-started modem twice, and could not find a solution.  I was supposed to get a text message from tech support per Xfinity agent but never got one.  Xfinity seems like  that they don't want issue solved.  I think Xfinity is trying to reduce the amount of customers that do no not use the set box and force us to spend more money on getting the box. 

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XfinityDemitrius

Official Employee

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1.5K Messages

Hey @Jam18, just wanted to check in and see if you are still experiencing issues with the Xfinity Stream App. Are you still receiving the same error?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 day ago

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