Mobile Apps

Question   Can the Xfinity Stream App be installed on a Samsung Smart TV?   Answer   The Xfinity Stream Beta App on Samsung Smart TVs allows Xfinity TV customers to enjoy their cable subscription at home via the new Xfinity Stream Beta app on Samsung Smart TVs. **Note**:  This app is currently in Beta trial. Customers can access the app from the Xfinity Channel in the Samsung Hub app store.     Getting Started You will need to create a Samsung account and link it to your Samsung Smart TV before you download the Xfinity Stream Beta app. See detailed instructions on   account creation and device linking. The Xfinity Stream Beta app is available on the following Samsung device models: 2018 TVs with minimum software version T-KTM2AKUC 1131.9 and Model Codes NU8500, NU850, NU8000, NU800, Q9F, Q8F, Q7C, Q7F and Q6 [F = Flat, C= Curved] 2018 TVs with minimum software version T-KTM2LAKUC 1131.9 and Model Codes NU7300, NU730, NU7200, NU7100 and NU710 2018 TVs with minimum software version T-KTSUAKUC and Model Code UNXXNU7090 2018 TVs with minimum software version T-KTSNAKUC 1131.9 and Model Codes N5510, N5500, N5350, N5300, N4500, N4350 and N4310 2017 TVs with minimum software version T-KTMAKUC-1210.8 and Model Codes Q9F, Q8C, Q7F (Flat), Q7C (Curved), MU9000, MU8500, MU8000, MU7600, MU7500, MU750, MU7100, MU700, MU7000, MU6500, MU6490, MU6300, MU630 and MU6290 2017 TVs with minimum software version T-KTSAKUC-1210.8 and Model Codes M5300, M530, M4500 and M450 Follow these steps to determine your TV model and software version: Make sure your Samsung Smart TV is connected to the Internet. Press the   Smart Hub   button on your Smart Control remote to go to the Samsung Home screen. Scroll to and select the   Settings   icon (gear to the right). Arrow down to   Support. Arrow right, then down, then select   About this TV. From here, you will see the   Model Code,   Serial Number,   Software Version, etc. Next, follow these steps to add the Xfinity Stream Beta app to your compatible Samsung Smart TV: Make sure your Samsung Smart TV is connected to the Internet. Press the   Smart Hub   button on your Smart Control remote to go to the Samsung Home screen. Scroll to and select   Apps. Select the   Magnifying Glass   icon. Enter Xfinity Stream using the onscreen keypad and select   Done. Select the Xfinity Stream Beta app and then choose   Download. Once installation is complete, select   Open   to begin using the Xfinity Stream Beta app. When prompted, register your device and sign in with your Xfinity credentials.     Activation Launch the app from the Samsung Hub app store. If the Smart TV has not been activated, you will see the Welcome screen. Select   Get Started   to continue. If the device already has been activated, then you will see the main menu.   The Activation screen with the activation code will appear on the Samsung Smart TV. Go to   www.xfinity.com/authorize   from a second screen (mobile, tablet or PC) web browser.   From the external web browser, enter the six-digit device activation code that is provided in the Xfinity Stream beta app.   Still from the web browser, enter your Xfinity username and password, then select   Sign In.   The external web browser will display a   Success!   message, notifying you that your Samsung Smart TV has been activated and the activation screen on the Xfinity Stream Beta app will update shortly.   After the successful activation of the Samsung Smart TV the Xfinity Stream Beta app Terms of Activation will be displayed. Scroll to read the terms and select   Yes   to accept the terms and continue. If you select   No Thanks, you will be taken back to the first step of the activation process (Welcome screen).   Next, you will be asked to name your device. The device name is used to help with troubleshooting and device management settings that may be added in the future.   The main menu should then appear, and you are ready to begin using the Xfinity Stream Beta app and enjoy your Xfinity TV or Xfinity Instant TV service!     User Guide Remote Control You will need to use the Samsung OneRemote remote control to navigate the Xfinity Stream beta app. Basic navigational control is currently supported, including up/down, left/right, last and OK/select.   Button Description A. Power Power On / Off. B. 123 (Number pad) When pressed, a number strip appears on the bottom of the screen. Select numbers and then select Done to enter a numeric value. Use to change the channel, enter a PIN, enter a ZIP Code, etc. C. EXTRA While watching content, press to display extra information from the content provider. D. Directional / Select pad Moves the focus and changes the values seen on the TV's menu. / Selects or runs a focused item. When pressed while you are watching content, detailed program information appears. E. Return Press to return to the previous menu. When pressed for one second or more, the running function is terminated. When pressed while you are watching a program, the previous channel appears. F. Home Press to return to the Home Screen. G. Play / Pause When pressed, the playback controls appear. Using these controls, you can control the media content that is playing. H. Volume Move the button up or down to adjust the volume. To mute the sound, press the button. When pressed for 1 second or more, the Accessibility Shortcuts menu appears. I. Channel Move the button up or down to change the channel. To see the Guide screen, press the button.     Main Menu   If the device has been activated, the  Main Menu  will be displayed after the app is launched. (See our  activation instructions  for more information.) From the  Main Menu , you will see the following buttons: Search Browse Live TV Saved Settings     Search Pressing  OK   on the Search button on the main menu displays the Search page. You can search for a movie, TV show, or network (collection of channels). The search feature is supported with predictive search that provides search result as you enter the name. Recent search results are also displayed if applicable. Browse Pressing  OK   on the Browse button on the main menu loads the gallery of on-demand TV programs. The Browse section includes on-demand videos that are curated by  TV ,  Movies ,  Networks ,  Sports ,  Kids ,  News   and  Latino . Special categories of curated on-demand videos will be displayed based on the editorial calendar (e.g. Olympics or World Cup). Live TV Pressing  OK   on the Live TV button on the main menu loads the Live TV page and All Channels guide. All channels that are available in your Xfinity TV or Xfinity Instant TV subscription will be displayed. In addition to the Live TV grids, you can discover live programs in galleries based on curated categories, including Kids, Sports and Movies. Currently available live programs can be watched by selecting a program from the guide then selecting the  Watch   button. A selection of the  Last   button while on a Live TV navigation tab menu loads the main menu. Live TV Options Pressing  OK   on the Options button on the Live TV navigation menu loads the More Options modal over the Live TV guide. A Find Channels option will be available to search for specific networks or channels (including channel numbers) and either jump down the All Channels guide to that channel or immediately watch it. Saved Pressing  OK   on the Saved button on the main menu loads the For You navigation tab. The For You page includes live programs and on-demand TV shows and movies that are personalized for you. Other navigation tabs include Recordings and Schedule where you can watch and selectively manage (e.g. delete) your recordings from your TV box. You can delete recordings by highlighting the TV episode, selecting  Modify Movie Recording , followed by  Delete Recording . Note:  You cannot delete recordings in bulk (for example, an entire series) on your Samsung TV. However, this can be done directly on your TV Box or by using the Xfinity Stream app. You may also recover recordings that were deleted in the past 24 hours by navigating to through the following menus -  Saved > Recordings > Deleted Recordings -   and selecting   Undelete . Settings Selection of the Settings button on the main menu loads the  Settings   page. The supported feature settings include Language, Parental Controls and Accessibility. Other options in Settings include Help, Terms & Policies, About and Sign-Out. Language settings allow you to set the default language for Secondary Language soundtracks (the  SAP   option will appear in  Playback Controls   when available). Language settings do not change the language for menus or TV listings. Parental Controls allows you to restrict the type of content that is watched without a predetermined code. You can set your parental control personal identification number (PIN), modify it and cancel it. After a Parental Control PIN is created, the owner of the PIN can limit (i.e., Lock) the ability to watch content based on certain content ratings or Safe Browse to restrict the content that can be discovered in the content pages. Accessibility settings allow you to toggle Closed Captioning  On   or  Off , modify the look of the Closed Captioning text in your device settings, and toggle Video Description  On   or  Off . **Note**:  If you have  Voice Guidance  (text-to-speech) enabled on your Samsung Smart TV, you can also turn this feature on within the Xfinity Stream app.     Frequently Asked Questions   Does the Xfinity Stream app for Partner Devices have the same features as Xfinity X1? No. Currently, the Xfinity Stream app for Partner Devices does not support the following features: Control through the X1 Voice Remote Movie and TV show rentals through Xfinity On Demand (Available on Roku; not available on Samsung Smart TVs) Pay Per View event rentals Xfinity Apps on X1 such as Sports, Voicemail, My Account Apps such as Pandora, YouTube and Netflix (these apps may be available through the Partner Device's platform) Does the Xfinity Stream app work on all streaming devices? No. Currently only certain devices have the Xfinity Stream app. We anticipate adding more equipment manufacturers and devices during 2019. For eligible device models, see the activation information for Roku devices and Samsung devices. Why are some models not supported? Not all device models meet the minimum hardware requirements for the Xfinity Stream app. We are working with equipment manufacturers to bring the Xfinity Stream app to additional devices and models. I am having trouble downloading and/or installing the Xfinity Stream app on my supported Partner Device. What should I do? Please verify that you have a   supported device model   at   mydeviceinfo.xfinity.com. Please check the firmware version of your Partner device to ensure you're using the minimum required version. To update to the latest firmware on Roku, navigate to   Settings > System > System Update   from the home screen, and press   OK   to check for updates. To update the latest firmware on Samsung Smart TVs, press the   Menu   button on your remote control. Use the   down arrow   to select the   Support   tab, select   Software Update   then select   Online. As long as your Samsung device is connected to the Internet, it will connect to Samsung servers to look for an update. If there is an update available, it will begin installing automatically (unless update setting is set to manual). Verify that your Partner Device is connected to your Xfinity Internet service. Due to the design of the Partner Device, it cannot operate the Xfinity Stream app unless it is connected to Xfinity Internet. Do I need to rent an Xfinity TV Box for the Xfinity Stream app to work on my Partner Device?  No. If you are a new customer, you can simply opt to use your Partner Device without renting an Xfinity TV Box from Comcast. If you are a current Xfinity TV customer and would like to solely use your Partner Device instead of your rented Xfinity TV Box, you can do so but will need to return your rented Xfinity TV Box by following these instructions. You may also use a combination of both rented equipment and Partner Devices in your home; the rented Xfinity TV Box will be treated as your “primary outlet.” For more information on the difference in features and any credits and fees associated with using a Partner Device instead of renting an Xfinity TV Box from Comcast, please refer to the Credits and Fees section below. Do I need to rent an Xfinity DVR-capable TV Box to get DVR service on my Partner Device? No. If you use a Partner Device, you can subscribe to Xfinity's DVR service without renting a DVR-capable TV Box from Comcast. You can access and manage your recordings from the Xfinity Stream app on Partner Devices. If you are a current Xfinity TV customer with DVR and you rent an Xfinity TV Box or use a Partner Device to access the Xfinity Stream app, you can set and delete your DVR recordings directly on your Xfinity TV Box and/or your Partner Device. At this time, remote recording control is not available. I already subscribe to Xfinity TV. If I return my Xfinity DVR-capable TV Box, will I still have access to the recordings that were stored on that box using the Xfinity Stream app?  If you are an X1 DVR customer, you will be able to retain some of the recordings from your Xfinity DVR TV Box in the cloud and access them through the Xfinity Stream app. Legacy (non-X1) DVR customers will lose the recordings stored on legacy TV Boxes. Can I view all my previously purchased movies and TV shows using the Xfinity Stream app on Partner Devices? What if I returned all my Xfinity TV Boxes? Yes, you can continue to view all of your previous content purchases through the Xfinity Stream app and Xfinity Stream portal. This remains true even if you return your Xfinity TV Box. If I am a new customer, how do I order Xfinity TV service without renting a TV Box from Comcast? You can order Xfinity TV online at xfinity.com or call 1-800-xfinity to order Xfinity TV without a TV Box. I just ordered Xfinity Internet and Xfinity TV without renting an Xfinity TV Box from Comcast. Will the technician who installs my Internet also set up my Partner Device? No. Partner devices, like all other customer-owned and managed devices, are installed and activated by the customer. Comcast technicians will not install supported Partner Devices. For more information about setting up the Xfinity Stream app on your supported Partner Device, please consult the setup guide or support web page for your Partner Device. I just ordered Xfinity TV service; can I use the Xfinity Stream app on Partner Devices prior to my professional installation? No, you won't be able to access the Xfinity Stream app on Partner Devices until your Xfinity Internet is activated. Why is Xfinity Internet required to use the Xfinity Stream app on a Partner Device? Partner Devices need an Internet connection to run their operating systems. Since they lack the capability to connect to two different networks at the same time, they must connect to a single device that can deliver access to both our managed cable network and the Internet simultaneously. Currently, the only way to access both at the same time is through the modem or Gateway used with your Xfinity Internet service. My cable TV service is provided through the Xfinity On Campus program. Can I use the Xfinity Stream app on Partner Devices? Yes, Xfinity On Campus customers can use the Xfinity Stream app on Partner Devices while the supported Partner Device is connected to your campus Wi-Fi network. Note:   Xfinity on Campus service is currently only available on Roku devices. Samsung Smart TVs will be supported in a future release. I'd like to use the Xfinity Stream app, but I don't own any Partner Devices. Can I purchase a device from Comcast? No; however, you can purchase these devices at many retail and online stores. Using the Xfinity Stream App on Partner Devices Can I take my Partner Device to my friend's house, hotel or vacation home and access the Xfinity Stream app? No. The Xfinity Stream app will only work if the device is connected to your Xfinity Internet in-home network through Ethernet or Wi-Fi. If you'd like to access your favorite content when you're not connected to your Xfinity in-home network, you can use the Xfinity Stream portal online or the Xfinity Stream app on your smartphone, tablet, or computer to watch your recordings and available content over the Internet. Does the Xfinity Stream app on Partner Devices offer parental controls? Yes, parental controls can be customized within the Xfinity Stream app settings. Please note, if you use the Xfinity Stream app on multiple devices, you'll need to set the parental controls separately in the Xfinity Stream app for each device. For parental control instructions on the Xfinity Stream app for Partner Devices, see setting Parental Controls with the stream app. How many Partner Devices can I use? Xfinity TV customers can stream to up to five devices simultaneously, with a total of 45 devices registered on the account. The limit of five simultaneously streaming devices includes Partner Devices, mobile devices (iPad, tablets, phones), and computers. Xfinity Instant TV customers can stream to up to two devices simultaneously. Does placement of the device impact my streaming experience? Yes, the Wi-Fi signal strength at the device can impact streaming. Therefore, the Roku device should be placed where your in-home Wi-Fi signal is strong.     Credits and Fees Is there an additional charge for using a Partner Device? There's no additional charge for using the Xfinity Stream app on Partner Devices. All other fees associated with your service will still apply, except during the beta trial, we are waiving the "additional outlet" service charge if you use the Stream app on a Partner Device. Pricing may change in the future. If the cost of renting the first Xfinity TV Box is included in my package price, do I get a credit if I do not rent an Xfinity TV Box and use a Partner Device instead?   If your package price includes the cost of the first rented Xfinity TV Box, you will receive a credit for use of a Partner Device on your primary outlet (assuming you have no rented Xfinity TV Boxes). If you are an existing customer who has an Xfinity TV Box, you must return your equipment to Comcast to receive this credit. If your equipment rental is charged separately in your Xfinity TV package, you will not be charged for use of the Xfinity Stream app on a Partner Device on your primary outlet. Does streaming using the Xfinity Stream app on a Partner Device count against my Internet data usage? No. The goal of using the app on your Partner Device is to give you more options outside of our rented TV Boxes to access your full TV service within your home. The service delivered through the Xfinity Stream app is not an Internet service, so our data usage plans don't apply. However, video services that are delivered over the Internet, like TV Everywhere content accessed via the Xfinity Stream app and web portal or content from NBC.com or the NBC and NBC Sports apps, are treated exactly the same way as any other Internet-delivered services like Netflix, Hulu, or Amazon, and are subject to any data usage plans that might apply.         For additional information about activating Xfinity Stream on Samsung Smart TVs see here: https://www.xfinity.com/support/articles/activating-xfinity-stream-samsung For additional information about navigating the Xfinity Stream Beta App on Samsung Smart TVs see here: https://www.xfinity.com/support/articles/navigate-xfinity-stream-samsung

 Comcast offers Multi-Factor Authentication using the Xfinity Authenticator to provide extra layers of security for logging in and accessing most of your Xfinity services. The Xfinity Authenticator is an app available for download on iOS (phones only) and Android (phones only). The Xfinity Authenticator will alert you when someone attempts to use your Xfinity username and password to sign in to your account. You can approve or deny the login attempts either with a traditional verification code, yes/no button push, one-touch fingerprint ID or facial recognition on the iPhone X. In order to use Multi-Factor Authentication, however, you need to first set up your Recovery Options, which customers can do with the Xfinity Authenticator or in My Account. Your Recovery Options - also known as Two-Step Verification - requires a verification code in addition to an Xfinity username and password to sign in. You can receive the verification code via SMS text sent to your mobile device, or via an email sent to a third party email address (such as Gmail, Hotmail, etc.). You can also use your Recovery Options to sign in if the Xfinity Authenticator app is not available.     Setting Up the Xfinity Authenticator Download the Xfinity Authenticator app from   Apple App Store   or   Google Play.   Open the app and select   Register now.   Use your Xfinity username and password to sign in. You may be asked to enter your Two-Step Verification code if you’ve enabled it previously.   If you haven’t already done so, you will then be prompted to set up your account with Recovery Options, which include your mobile telephone number and personal (non-Comcast) email address.   You will then receive a text message and email to verify your information. After verifying your mobile phone number and personal email address, your device will be registered. You will then be prompted to allow notifications to make approving sign in requests easier.   If you wish to use the yes/no button notification, fingerprint ID or facial recognition (on iPhone X), you must allow notifications; otherwise, you will be required to use a changing six-digit code in the Xfinity Authenticator to sign in.   On iPhones, Apple independently prompts for allowing notifications, so you must allow notifications on both screens in order for them to work. If notifications were not allowed for the app at the time of Apple iOS prompt, then you need to configure to allow them in your phone settings. You can always change your preferred method of approval in the   Settings   menu of the Xfinity Authenticator.   You can also view and update your registered devices on My Account.     Two-Step Verification instead of Multi-Factor Authentication We recommend using Multi-Factor Authentication to make your account more secure; however, if you cannot or do not wish to use Multi-Factor Authentication with the Xfinity Authenticator, you may use   Two-Step Verification   by setting up your Recovery Options in My Account. How do I un-enroll (or uninstall) Authenticator in my account? Before uninstalling Xfinity Authenticator from your iOS/Android device, please make sure you manually remove the desired device in the   My Account portal, you can do this by clicking on the “Recovery Options” link in the settings screen of the app: Figure 1. Recovery options link on Authenticator settings Once you have removed your device, you can uninstall the application from your phone. If you skip the previous step, you’ll keep being prompted to enter the 6-digit code from the Authenticator every time you log into your account until you remove the device manually in My Account.   If you have already uninstalled Xfinity Authenticator before first removing your device, you can log in to the My Account portal and navigate to your two-step verification settings to manually remove the device from your account. Figure 2. Remove trusted Authenticator device in My Account portal     Frequently Asked Questions Why do I keep getting the “You’re not connected” screen? There could be multiple different reasons for this: You are connected to a VPN (Virtual Private Network( or have set up a proxy server for your Wi-Fi/Cellular connection. You’re connected to a public Wi-Fi network with a captive portal, such as an airport, hotel, and coffee shop. You have a weak signal strength from your Wi-Fi/Cellular connection. You’re fully connected to your Wi-Fi/Cellular network but the network doesn’t have internet reachability. Please verify connectivity to the internet by browsing to the   My Account website   or any other website that requires internet connectivity.   Why does the application loop during the sign-in process and not let me log-in? You could be facing this issue because: Cookies in your browser/device are disabled. Please make sure you have cookies enabled in your mobile device browser (usually Safari/Chrome, depending on your platform). You need to restart the application. Please use the multi-task feature of your device and make sure you force-close the application and then open it back again by clicking the Authenticator icon on your device home screen.   Why am I not getting a push notification when trying to sign in? There are a few possible causes for this: You disabled the “Notifications” option in the settings screen of the Authenticator app. You disabled notifications for Authenticator on your device. You can re-enable notifications through the Android/iOS settings. Navigate to the proper settings screen through the Authenticator app, by clicking in the mentioned “Notifications” option. If you’re still having issues, try deleting your device from My Account and re-installing Authenticator.   Why do I need to register my personal email and phone number in order to use Xfinity Authenticator? In order to secure your account and provide you with different alternatives to verify your identity, we encourage all users to provide these alternatives to access your account in case you don’t have your Authenticator-enrolled device close to you when trying to sign-in.   Why wasn’t Xfinity Authenticator integrated into any of the other existing Xfinity apps or any of the other third-party existing authenticators? We want users to be able to use Xfinity Authenticator regardless of the Xfinity services that they already use. Other existing third-party authenticators won’t provide some of the available features in Xfinity Authenticator like Touch ID / Fingerprint approval, notifications, etc.   What if I receive an unknown or suspicious sign-in request? If you’re not trying to sign in at the moment you get a sign in request notification, deny the sign in request, make sure no one else knows your sign-in credentials and please modify your password so that you keep your account safe.   I have received the maximum devices allowed message. How do I manage my registered devices? You can register up to 5 different devices as trusted devices with the Xfinity Authenticator app. If you get the “You’ve already registered five trusted devices.” message, please click on the link shown on that screen that will take you to My Account settings where you can remove one of the already registered devices. You will need to do this in order to register a new trusted device.   What if I don’t have internet connectivity on the device that has Authenticator installed? If your device isn’t connected to the internet, you won’t be able to receive sign-in request notifications from Authenticator. Instead, you can use the 6 digit verification code created by the app every 30 seconds. Just select the option “Enter a code from Authenticator” when trying to sign in. Figure 3. Option "Enter a code from Authenticator" available while trying to sign in.   Why am I not receiving any SMS messages on my phone from any Xfinity applications? During the enrollment process for the Xfinity Authenticator, if you are unable to receive verification codes via text message, your carrier may be blocking your device from receiving certain SMS messages. Please contact your cell phone provider to turn on / unlock the SMS service. Keep in mind that only U.S. phone numbers are supported.   How do I contact Xfinity to get support for issues related to Xfinity Authenticator? You can reach us here, in this forum, by posting a comment below. Also, you can email us at: authenticator@comcast.com.

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