cenzomi

Frequent Visitor

•

17 Messages

Wed, Jun 9, 2021 6:27 PM

Closed

Xfinity Stream Website

Started within the past week, Xfinity Stream Website from a laptop or desktop using chrome sits for over a minute on login then disables my gateway requiring a recycle. From the stream app on an ipad it works fine. No error message other than it tells me that my gateway is offline (after it disables it)

This conversation is no longer open for comments or replies and is no longer visible to community members.

Responses

user_Kaitlan

Valued Contributor

•

317 Messages

1 y ago

Hello, @cenzomi! I'm sorry to hear about the modem being disabled when you try to access the Xfinity Stream website; that definitely shouldn't be happening. Aside from the restarts after the issue occurs, have you taken any troubleshooting steps?

4

0

cenzomi

Frequent Visitor

•

17 Messages

It works in the app on an iPad but not on a windows 10 computer. What other troubleshooting do you recommend?

1 y ago

0

XfinityRay

Official Employee

•

836 Messages

Thank you for letting us know it is only on the computer, @cenzomi. Here is the link to ensure you are visiting the most up to date link for the Xfinity Stream website, https://comca.st/3pKCAAc. Have you checked to ensure there are no updates that need to be done on the computer? If those steps do not work can you please send us over a chat message?

Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" 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

1 y ago

0

cenzomi

Frequent Visitor

•

17 Messages

I don't understand how sending you a direct massage is going to resolve the problem.

1 y ago

0

XfinityGabriel

Official Employee

•

671 Messages

Thank you for patiently waiting for a response. Just to clarify, sending us a private message with your account info for security purposes would allow us to confirm we are working on the correct account and modem. We will be able to further troubleshoot with your permission and check on the modem signal levels to make sure the modem is also working correctly. Did you know that a lot of the things we do for troubleshooting can be done directly from the [My Account app](https://comca.st/3Byyy3r)? It’s really cool! If you tap on the troubleshooting options in the app, it will gather data and also help determine the next best steps toward a solution. I love that app, just wanted to share that.

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

1 y ago

0