Community Forum

I am home using my wifi, but Xfinity Stream app & website tells me to sign into my in-home wifi

Highlighted
New Poster

I am home using my wifi, but Xfinity Stream app & website tells me to sign into my in-home wifi

I am home, connected to my wifi. I just upgraded my account to include streaming of my local channels. I log onto the xfinity stream app, only for it to tell me I need to be logged into my in-home wifi. The problem occurs with my Roku and on internet browsers, so it is not device dependent.

I have one xfinity.com user name for two xfinity accounts/addresses. One address is my parents, the address is mine. Both accounts are registered to different social security numbers and different billing information. For all intents and purposes, the accounts are totally separate except for the fact that they are linked on xfinity.com so I can manage my parents' account for them, since they are older and not technologically savvy.

When I go to the Xfinity Stream app on Roku or the website on a browser on my computer, I get the "You must be signed in to you in-home wifi" message when I sign in. Well...I am home!

 

I called the comcast support number. Spent over an hour on the phone only to be told I needed to call a different number to solve the problem. So it took you over an hour to figure out you couldn't solve the problem, and you *also* can't transfer me? Um, okay...

 

So I call the number they gave me. The new person first tried blaming it on the modem and told me to call Motorola. Yep. That's when I knew I was in for another incompetent service angent. And sure enough, after trying a bunch of different things I finally threw my hands up and said "forget it, just unlink the accounts." So she goes to unlink the accounts, but all she did was muck everything up. Remember my parents address? Well the person on the phone deleted their address when unlinking our accounts. Their user name was now registered as a secondary user for my address. Now neither parents nor myself have a way of logging into xfinity.com to view their account or billing information.

 

Understandably unhappy, I ask to be escalated to someone who can actually help me and not make things worse. After waiting forever to be transferred to level 2, they were just as useless. In fact, I don't think she actually did anything. All she did was keep saying "Sir, the [USER ACCOUNT NAME] nor [OTHER USER ACCOUNT NAME] is associated with any address other than your own." To which I would reply "That's because the previous person I spoke to deleted it, like I told you, for the [X]th time." She finally told me "well I don't have the information from the previous person who you said deleted it."

 

First off, you're a call center. This information should be well documented in the client's profile and should seamlessly transfer from agent to agent. But I disgress.

At this point I realized this person wasn't going to be able to help me. I asked to be escalated again. She said okay but they would have to call me back within 48 hours. Of course I wasn't happy with that answer but in the end they left me no other choice. Just have to wait to be called and hope I don't miss the call. Great...

 

To recap:

0) My address and my parents address are both linked to one Xfinity online user name for managing both xfinity accounts.
1) I get the "you must be connected to your in-home wifi" message while connected to my in-home wifi while trying to use Xfinity Stream.
2) Customer Support wasted an hour of my time trying to fix a problem they should have known they couldn't have fixed in the first place.
3) I was told to call a separate Customer Support team that supposedly had the back end access needed to fix my problem.
4) In an dramatic failure to unlink my account from my parents, that team ended up deleting my parents address from the system and made their user name a secondary account holder to my address, with no way to access anything about their own account or billing.
5) I asked for escalation since obviously the person I was talking to could not.
6) The person they escalated it to was provided no context of what led us to the new problem they created; doesn't understand when I try to explain.
7) Was finally told I'd have to wait 48 hours to be called by a specialist who will be able to help me.

 

I feel like I need a call from the retention department while they're at it.

Highlighted
Expert

Re: I am home using my wifi, but Xfinity Stream app & website tells me to sign into my in-home w


@jrobey9747 wrote:

I am home, connected to my wifi. I just upgraded my account to include streaming of my local channels. I log onto the xfinity stream app, only for it to tell me I need to be logged into my in-home wifi. The problem occurs with my Roku and on internet browsers, so it is not device dependent.

I have one xfinity.com user name for two xfinity accounts/addresses. One address is my parents, the address is mine. Both accounts are registered to different social security numbers and different billing information. For all intents and purposes, the accounts are totally separate except for the fact that they are linked on xfinity.com so I can manage my parents' account for them, since they are older and not technologically savvy.

When I go to the Xfinity Stream app on Roku or the website on a browser on my computer, I get the "You must be signed in to you in-home wifi" message when I sign in. Well...I am home!

 

I called the comcast support number. Spent over an hour on the phone only to be told I needed to call a different number to solve the problem. So it took you over an hour to figure out you couldn't solve the problem, and you *also* can't transfer me? Um, okay...

 

So I call the number they gave me. The new person first tried blaming it on the modem and told me to call Motorola. Yep. That's when I knew I was in for another incompetent service angent. And sure enough, after trying a bunch of different things I finally threw my hands up and said "forget it, just unlink the accounts." So she goes to unlink the accounts, but all she did was muck everything up. Remember my parents address? Well the person on the phone deleted their address when unlinking our accounts. Their user name was now registered as a secondary user for my address. Now neither parents nor myself have a way of logging into xfinity.com to view their account or billing information.

 

Understandably unhappy, I ask to be escalated to someone who can actually help me and not make things worse. After waiting forever to be transferred to level 2, they were just as useless. In fact, I don't think she actually did anything. All she did was keep saying "Sir, the [USER ACCOUNT NAME] nor [OTHER USER ACCOUNT NAME] is associated with any address other than your own." To which I would reply "That's because the previous person I spoke to deleted it, like I told you, for the [X]th time." She finally told me "well I don't have the information from the previous person who you said deleted it."

 

First off, you're a call center. This information should be well documented in the client's profile and should seamlessly transfer from agent to agent. But I disgress.

At this point I realized this person wasn't going to be able to help me. I asked to be escalated again. She said okay but they would have to call me back within 48 hours. Of course I wasn't happy with that answer but in the end they left me no other choice. Just have to wait to be called and hope I don't miss the call. Great...

 

To recap:

0) My address and my parents address are both linked to one Xfinity online user name for managing both xfinity accounts.
1) I get the "you must be connected to your in-home wifi" message while connected to my in-home wifi while trying to use Xfinity Stream.
2) Customer Support wasted an hour of my time trying to fix a problem they should have known they couldn't have fixed in the first place.
3) I was told to call a separate Customer Support team that supposedly had the back end access needed to fix my problem.
4) In an dramatic failure to unlink my account from my parents, that team ended up deleting my parents address from the system and made their user name a secondary account holder to my address, with no way to access anything about their own account or billing.
5) I asked for escalation since obviously the person I was talking to could not.
6) The person they escalated it to was provided no context of what led us to the new problem they created; doesn't understand when I try to explain.
7) Was finally told I'd have to wait 48 hours to be called by a specialist who will be able to help me.

 

I feel like I need a call from the retention department while they're at it.


you said you 'just added' cable TV service. has it been over 24 hours? (takes some time on initial set up). Do you have at least one working in-home X1 set top box installed?  

 

go to xfinity.com on a web browser and log in. go to account, and then users. create a new usenrame/password and use that username/password to sign in on a smart phone/tablet using the xfinity Stream TV app. working?



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!