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New cable modem, Xfinity stream on Roku stopped working

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Frequent Visitor

New cable modem, Xfinity stream on Roku stopped working

I bought a new cable modem recently to replace the Xfinity modem. Now all 3 TCL Roku TV's get an error message when we try to use the xfinity stream app:

 

This device can only access xfinity stream on your in-home xfinity wifi ...

 

I can watch on my computers as well as my ipad but not via the Roku on the TV's.

 

Support send a signal and rebooted the modem. We've uninstalled and reinstalled the app. I've tried all of the other solutions on the forums and have had zero luck. I did come across a post where @ComcastMorgan was able to send a signal paired with a database refresh that got someone else's Roku working again. Help?

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Silver Problem Solver

Re: New cable modem, Xfinity stream on Roku stopped working

Comcast uses your modem info to verify it is yours. Just because it's working for Internet doesn't always mean it's properly tied to your account. You can check your account info online or through their app at Comcast and check the equipment list to see if the modem info matches your modem.

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Frequent Visitor

Re: New cable modem, Xfinity stream on Roku stopped working

It does... I checked that while trying to troubleshoot on this end. When I switched I wasn't able to provision the new modem without calling and everything was verified and working before we got off the phone.

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Frequent Visitor

Re: New cable modem, Xfinity stream on Roku stopped working

@ComcastStream can you offer any insight?

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Frequent Visitor

Re: New cable modem, Xfinity stream on Roku stopped working

No one?

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Expert

Re: New cable modem, Xfinity stream on Roku stopped working


@jgirardnrg wrote:

No one?


if you use a smart phone/tablet using the same wifi SSID (your home wifi) does the app work normally without issue?



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Frequent Visitor

Re: New cable modem, Xfinity stream on Roku stopped working

Yes... I streamed all last night on my iPad and my computers also all work without issue. The only issue we're having is with the 3 Roku TV's in the kids rooms.

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Expert

Re: New cable modem, Xfinity stream on Roku stopped working


@jgirardnrg wrote:

Yes... I streamed all last night on my iPad and my computers also all work without issue. The only issue we're having is with the 3 Roku TV's in the kids rooms.


go to one of the TCL/roku TVs and select the Xfinity Stream Beta app. use the menu to sign out. after signing out, unplug the TV from power for 1-3 minutes. plug back in. select the Xfinity stream app and sign in (be sure to answer yes to agrreing with the terms and conditions). working on that TV now?



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!
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Frequent Visitor

Re: New cable modem, Xfinity stream on Roku stopped working

Nope... I just called support as well. Spoke to 4 different people and need to call the advanced repair dept tomorrow since they're closed at the moment.

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Frequent Visitor

Re: New cable modem, Xfinity stream on Roku stopped working

Would be great if one of the Comcast employees here on the forum would take a look at the account and make sure everything is as it should be.

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Frequent Visitor

Re: New cable modem, Xfinity stream on Roku stopped working

Talked to Advanced Repair Dept this morning and they got it sorted out.

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Regular Visitor

Re: New cable modem, Xfinity stream on Roku stopped working

What did they have to do?