Skip to main content
user_736b33
1st Reply
1st Topic
1st Like

Visitor

 • 

6 Messages

Friday, October 8th, 2021 7:04 PM

Closed

Xfinity Streaming Beta app on multiple Roku devices missing HD channels

I am using the Xfinity Streaming BETA app on multiple Roku devices.  For the last couple of months or so I intermittently cannot search / find / view HD channels.  Up until today I was able to exit and restart the app and the HD channels would reappear.  Sometimes it took 2 or 3 tries, but was manageable.  As of mid-day today, I cannot search / find /view HD channels at all. For example ABC is on channel 7 for SD.  HD for ABC was on 187 or 1007.  A search for these HD channels result in no results.  This has become irritating.  I have a Firestick with the Xfinity Streaming BETA app that works as it should, no issues viewing HD channels.  Please advise.

Question

 • 

Updated 

4 years ago

925

5

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

Oldest First
Selected Oldest First
dietz1007

Visitor

 • 

3 Messages

5 years ago

Having the exact same issue here. Same scenario here leading up to today in which I could log out and back in 2-3 times and the channels would come back. Today I have not been able to get them back. Sounds like an app problem or yet another Comcast/xfinity trick to force you to rent their equipment to watch HD.

1

0

user_736b33

Visitor

 • 

6 Messages

@dietz1007

After reading other threads here and on Roku's forum, I am going to call Comcast service.  A person in the Roku forum reported Comcast came out and found a bad cable  to the modem / router resulting in a poor signal.  That was repaired and the missing HD channel issue was fixed as well.

5 years ago

0

user_736b33

Visitor

 • 

6 Messages

5 years ago

I called Comcast service.  (Couldn't find a phone number for residential service, so called in on the business service line.)  The agent acknowledged that they are aware of the a problem with missing channels on the Xfinity Steam app on Roku's.  No time line for repair.  Recommended a system refresh on the Roku and reinstalling the Xfinity Stream app.  I will give that a try with low expectations of it fixing the issue...

(I thought Xfinity agents would comment on my post here ... ??)

2

0

XfinityJeniece

Official Employee

 • 

4K Messages

Hey there, @user_736b33, thanks for reaching out through Xfinity Forums regarding the issues with your Xfinity Stream app. I am happy you were able to get assistance through our Phone Support Team. We are currently experiencing a known issue with the Xfinity Stream app. We are showing that performing those troubleshooting steps you mentioned have helped resolve this issue with some accounts. Were you able to try those steps?

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

5 years ago

0

jigaw

New Poster

 • 

2 Messages

This didn't work at all for me

(edited)

5 years ago

0

user_5eaa6f

Visitor

 • 

1 Message

5 years ago

I am having the same problem on three TVs with Roku access to Xfinity. I have reinstalled and performed all the recommended steps. No HD channels. 

1

0

CCAbbie

Problem Solver

 • 

1.4K Messages

@user_5eaa6f I am sorry to hear you are also having this issue. I would like to assist further on my end. 

 

Can you please reach out through the direct messaging chat icon (by clicking on the chat icon on the top right of the page) with your first and last name, name on the account if different, and service address?

I no longer work for Comcast.

5 years ago

0

user_736b33

Visitor

 • 

6 Messages

5 years ago

On 10/9, I reached out to the comcast agents that monitor reddit and started a private chat.  Being at wits end that no HD channels are showing, even intermittently, I conceded and uninstalled and reinstalled the app on my Roku.  Since both Rokus are somehow tied together in my Roku portal, the app was refreshed on both.  Still no HD channels on the Roku I did the uninstall / reinstall on.  The next morning I was alerted to the fact that our second Roku was no longer logged in (because of my actions the day before).  I logged in, authenticated the device and the HD channels were back.!?.  I checked the other device and the HD channels were back there too.  And have been solid since.  I cannot attribute the positive change to any action.  Comcast does admit they have problems with their Roku version of their app with no ETR.  I will keep my fingers crossed that the HD channels continue to work ....  Update:  5 days later and HD channels are working first time everytime.

1

0

CCEthan

Official Employee

 • 

1.4K Messages

Great to hear, @user_736b33! Definitely, an odd issue, and I appreciate you taking steps to resolve it. Let us know if it continues and we can put in a ticket. 

I no longer work for Comcast.

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

5 years ago

0

user_7c5794

Visitor

 • 

3 Messages

4 years ago

I'm having this same issue on 4 different Roku devices. Tried uninstalling, system restart, and then reinstalling and signing in again, still no luck.

2

0

user_736b33

Visitor

 • 

6 Messages

@user_7c5794​ I ended up connecting with a Comcast agent at Reddit.  Long story short, I uninstalled on one device, restarted and reinstalled.  Since my other Roku was part of the same Roku portal account, this other must have uninstalled and reinstalled without me being aware.  Anyway after that, my HD channels were back and have been solid ever since.  Doesn't really make sense to me why this worked.  I hope I am not jinxing myself.  You might reach out on Reddit for assistance.

(edited)

4 years ago

0

CCMike1

Retired Employee

 • 

933 Messages

Hello and thank you for reaching out. If you are still having this issue, send me a direct message with your address and name. 

 

To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you. 

I no longer work for Comcast.

4 years ago

0

forum icon

New to the Community?

Start Here