Hi Jenewoman. Thank you for visiting and posting on our Forum. I can assist with reviewing your account and the service downgrade options. Please send me a private message and include your full name and service address, so I can assist you. You can send me a private message by clicking my name (ComcastJoeTru) and then click "Send a private message" and private message me.
#1 Had to re-sign in to the forums to be able to send a PM, and then was fine.
#2 New customers need to activate the service using the box, THEN all the channels show up in the Xfinity stream app.