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Stream App Everything Gone!

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Frequent Visitor

Stream App Everything Gone!

So all of a sudden I can’t access anything in my stream app on my iPhone. Nothing has changed unless there was a new update to the app. All I can do are watch some live tv channels and watch some in demand stuff. My recordings don’t even have a tab to look at them. I have watched many shows on this recently so this is super strange. It doesn’t even have my correct channel lineup. Also on my my account app it’s way out of date. The most recent bill it said I paid was August 2019 so something is clearly wrong. I am on an iPhone XS Max. I attached a screen shot if it shows up.
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Expert

Re: Stream App Everything Gone!


@Quicksilver8907 wrote:
So all of a sudden I can’t access anything in my stream app on my iPhone. Nothing has changed unless there was a new update to the app. All I can do are watch some live tv channels and watch some in demand stuff. My recordings don’t even have a tab to look at them. I have watched many shows on this recently so this is super strange. It doesn’t even have my correct channel lineup. Also on my my account app it’s way out of date. The most recent bill it said I paid was August 2019 so something is clearly wrong. I am on an iPhone XS Max. I attached a screen shot if it shows up.

do you have an installed and working physical DVR in your home that has recordings listed in its menu?



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Frequent Visitor

Re: Stream App Everything Gone!

Yes and have for 5 years. App has always worked fine. Just all of sudden it only gives me 10 live channels as an option and a few on demand options. I have deleted and reinstalled multiple times and signed out and signed back in.
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Expert

Re: Stream App Everything Gone!


@Quicksilver8907 wrote:
Yes and have for 5 years. App has always worked fine. Just all of sudden it only gives me 10 live channels as an option and a few on demand options. I have deleted and reinstalled multiple times and signed out and signed back in.

did you recently change out your gateway/modem? move?



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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Official Employee

Re: Stream App Everything Gone!

Hello @Quicksilver8907,

Thank you for reaching out to us on the Xfinity Forums.

We opened a ticket and performed an investigation into your account - finding some inconsistencies with billing IDs linked to your account. We have updated and reconfigured your account to address this.

 

Can you please retest and let us know if you are still seeing this issue on your iPhone?


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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.
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Frequent Visitor

Re: Stream App Everything Gone!

My account app still shows the recent activity from August of 2019. I was able to fix my stream app a few days ago. I went into the app and went to settings, at the bottom of the page I double clicked on the version number (didn’t even realize it was a button). It popped onto a new page and gave me an option clear device specific settings. Once I clicked that and logged back in everything worked properly. I still think something is messed up on my account app though.