Having the exact same problem. Been in an online chat session and on the phone with three different agents today for a total of 5 hours. None of them were helpful. Asked to be transferred to an App Support agent and/or to have streaming entitlemtns reprovisioned, was told that function only resides in "Tier 4 Suport". Finally got escalated to that level and they were as uselesss as everyone else, seemingly not understanding the problem. Also tried to add a new user and log in under those creditionals. No help there either.
Having the exact same problem. Been in an online chat session and on the phone with three different agents today for a total of 5 hours. None of them were helpful. Asked to be transferred to an App Support agent and/or to have streaming entitlemtns reprovisioned, was told that function only resides in "Tier 4 Suport". Finally got escalated to that level and they were as uselesss as everyone else, seemingly not understanding the problem. Also tried to add a new user and log in under those creditionals. No help there either.
Anyone have any other advice or solutions?
please do not cross-post your issue to multiple threads per forum guidelines. what device are you using for the app? are you connected to your own home wifi? have you changed your modem/gateway lately? do you have at least one working home set top box installed in your home? have X1 service including xfinity internet service?
Apologies for the cross posting. It’s been a frustrating day and I was caught up in searching for answers.
I’m on my home network and that set-up has not changed since service began two months ago. It’s all been working fine until this morning.
However even when trying to access the Stream App on a phone or computer away from home or strictly using cellular data and not WiFi (which again was easily done until this morning no longer works, so I believe it to be an app issue and not a connectivity issue.
Again my apologies for unknowingly flouting Forum protocol. I’ll use this thread only going forward.
@AW88 wrote: Apologies for the cross posting. It’s been a frustrating day and I was caught up in searching for answers.
I’m on my home network and that set-up has not changed since service began two months ago. It’s all been working fine until this morning.
However even when trying to access the Stream App on a phone or computer away from home or strictly using cellular data and not WiFi (which again was easily done until this morning no longer works, so I believe it to be an app issue and not a connectivity issue.
Again my apologies for unknowingly flouting Forum protocol. I’ll use this thread only going forward.
But again, my issue is not relegated to homes usage. The same problem happens across all platforms (phone, ipad, computer) regardless of location.
to what xfinity video service are you subscribed?
My Account says:
TV - Internet
Digital Premier
Extreme Pro Internet
I'd be happy to provide screen shots if helpful as well.
Thanks
run the Xfinity my account app using the same username/password 'exactly' that you use on the stream app and streaming website. go to the TV tab and click on the link for view channel lineup. do you see numbered channels there? while in the app go to the internet tab. select the gateway/modem (is there only one?) and the 'serial number' will be shown. compare that serial number to your actual modem/gateway's HFC MAC address. do they match exactly character by character?
But again, my issue is not relegated to homes usage. The same problem happens across all platforms (phone, ipad, computer) regardless of location.
to what xfinity video service are you subscribed?
My Account says:
TV - Internet
Digital Premier
Extreme Pro Internet
I'd be happy to provide screen shots if helpful as well.
Thanks
run the Xfinity my account app using the same username/password 'exactly' that you use on the stream app and streaming website. go to the TV tab and click on the link for view channel lineup. do you see numbered channels there? while in the app go to the internet tab. select the gateway/modem (is there only one?) and the 'serial number' will be shown. compare that serial number to your actual modem/gateway's HFC MAC address. do they match exactly character by character?
When clicking on the TV tab it says "There aren't any devices set up yet"
Rustyben
Expert
•
24.6K Messages
4 years ago
did you return all of your x1 set top boxes?
0
0
AW88
Contributor
•
18 Messages
4 years ago
Having the exact same problem. Been in an online chat session and on the phone with three different agents today for a total of 5 hours. None of them were helpful. Asked to be transferred to an App Support agent and/or to have streaming entitlemtns reprovisioned, was told that function only resides in "Tier 4 Suport". Finally got escalated to that level and they were as uselesss as everyone else, seemingly not understanding the problem. Also tried to add a new user and log in under those creditionals. No help there either.
Anyone have any other advice or solutions?
0
0
Rustyben
Expert
•
24.6K Messages
4 years ago
please do not cross-post your issue to multiple threads per forum guidelines. what device are you using for the app? are you connected to your own home wifi? have you changed your modem/gateway lately? do you have at least one working home set top box installed in your home? have X1 service including xfinity internet service?
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0
AW88
Contributor
•
18 Messages
4 years ago
I’m on my home network and that set-up has not changed since service began two months ago. It’s all been working fine until this morning.
However even when trying to access the Stream App on a phone or computer away from home or strictly using cellular data and not WiFi (which again was easily done until this morning no longer works, so I believe it to be an app issue and not a connectivity issue.
Again my apologies for unknowingly flouting Forum protocol. I’ll use this thread only going forward.
0
0
AW88
Contributor
•
18 Messages
4 years ago
I've never had set top boxes.
But again, my issue is not relegated to homes usage. The same problem happens across all platforms (phone, ipad, computer) regardless of location.
0
0
Rustyben
Expert
•
24.6K Messages
4 years ago
did you return all of your x1 set top boxes?
0
0
AW88
Contributor
•
18 Messages
4 years ago
My Account says:
TV - Internet
Digital Premier
Extreme Pro Internet
I'd be happy to provide screen shots if helpful as well.
Thanks
0
0
Rustyben
Expert
•
24.6K Messages
4 years ago
run the Xfinity my account app using the same username/password 'exactly' that you use on the stream app and streaming website. go to the TV tab and click on the link for view channel lineup. do you see numbered channels there? while in the app go to the internet tab. select the gateway/modem (is there only one?) and the 'serial number' will be shown. compare that serial number to your actual modem/gateway's HFC MAC address. do they match exactly character by character?
0
0
Rustyben
Expert
•
24.6K Messages
4 years ago
to what xfinity video service are you subscribed?
0
0
AW88
Contributor
•
18 Messages
4 years ago
Looks like the screenshot of My Account App didn't come through. Trying again
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AW88
Contributor
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18 Messages
4 years ago
When clicking on the TV tab it says "There aren't any devices set up yet"
The modem address matches identically.
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Rustyben
Expert
•
24.6K Messages
4 years ago
they are 'there' we can't see them until a server admin (monday maybe?) reviews and approves the images
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AW88
Contributor
•
18 Messages
4 years ago
0
0
Rustyben
Expert
•
24.6K Messages
4 years ago
the image seems to be saying you do not have any home set top box installed and working. true?
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AW88
Contributor
•
18 Messages
4 years ago
Again, I have never had a set top box installed with this service. It has worked fine for several months until this problem.
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