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Hgtv online will not unlock, says my xfinity subscription does not include this network

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Hgtv online will not unlock, says my xfinity subscription does not include this network

All of a sudden when I try to watch shows from watch.hgtv.com, it says my xfinity subscription does not include this network. I have been watching shows on my iPad for months, including as recently as last week. I have confirmed with xfinity customer service that HGTV is part of my subscription, and I can watch the channel on my tv. I have spent over 1.5 hours on the phone with various xfinity employees who have sent many refresh signals but cannot fix the issue. There is a key/lock icon on all the episodes. When I click on it, it asks me to choose my service provider. When I choose xfinity, it looks like it is unlocking and says I can now watch it as an added benefit to my service package ... and then I get a blue circle with a white triangle with an exclamation point inside that says Your xfinity subscription does not include this network. A tech said he thinks xfinity is updating its website; I find it hard to believe it takes over 3 days of not allowing customers to have a service they paid for to do that. If anyone can help, I greatly appreciate it. Xfinity OnDemand does work for hgtv shows but it doesn’t include the seasons of the hgtv show I had been working my way through. That season is only available on watch.hgtv.com.
Official Employee

Re: Hgtv online will not unlock, says my xfinity subscription does not include this network

Hello, Sa24. Welcome to the Xfinity Forums! 

I would like to take a closer look at your account and help you regain access to the HGTV network.  Please send me a private message with your first and last name so I can assist. 

 

 To send a private message, click my name "ComcastTambrey", then click "send a message".


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Official Employee

Re: Hgtv online will not unlock, says my xfinity subscription does not include this network

Sa24, as I have not heard back from you in some time, I have closed this thread to further comments. I hope you were able to regain access to your subscription, but if you still need assistance, please feel free to start a new thread.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!