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Stream app only showing purchases on both Roku and Samsung smart tv

Regular Visitor

Stream app only showing purchases on both Roku and Samsung smart tv

I have two cable boxes and two Roku sticks, all of which have worked perfectly for several months.  I have not changed anything at all.  Today, I turned on the tv in our guest room, which has one of the Roku sticks and it asked me to “authorize” my Roku.  I haven’t used the tv in a month or so.  After authorizing the Roku, it only shows two purchased movies, one from 2014 and one from 2017.  There is no live content available.  I deleted the app, rebooted the Roku, and reinstalled the app and have the same problem.  I called Xfinity and they can’t see any issue with my account.  The tech said he would investigate and call me back.  I then went to my master bedroom, where we were watching tv on the app earlier today with no problem.  It now also only shows those same two movies — no live content.  I tried installing the streaming app on my Samsung smart tv and when I authorized that, it also only shows the two purchased movies.  It’s been a couple hours and so far the tech has not called me back, so I thought I’d ask for help here.  Thanks!

New Poster

Re: Stream app only showing purchases on both Roku and Samsung smart tv

im having the same problem. how did you fix it?

Expert

Re: Stream app only showing purchases on both Roku and Samsung smart tv


@jw581 wrote:

I have two cable boxes and two Roku sticks, all of which have worked perfectly for several months.  I have not changed anything at all.  Today, I turned on the tv in our guest room, which has one of the Roku sticks and it asked me to “authorize” my Roku.  I haven’t used the tv in a month or so.  After authorizing the Roku, it only shows two purchased movies, one from 2014 and one from 2017.  There is no live content available.  I deleted the app, rebooted the Roku, and reinstalled the app and have the same problem.  I called Xfinity and they can’t see any issue with my account.  The tech said he would investigate and call me back.  I then went to my master bedroom, where we were watching tv on the app earlier today with no problem.  It now also only shows those same two movies — no live content.  I tried installing the streaming app on my Samsung smart tv and when I authorized that, it also only shows the two purchased movies.  It’s been a couple hours and so far the tech has not called me back, so I thought I’d ask for help here.  Thanks!


Hi, I moved your post to the stream app area of the forum. does a desk/laptop or a smart phone/tablet stream normally? have you moved recently? changed your gateway/modem?



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Regular Visitor

Re: Stream app only showing purchases on both Roku and Samsung smart tv

It has not been fixed yet.  I tried calling Xfinity again today, but they said there was an outage in my area and a tech could not talk to me until after the outage was resolved.  All of my services, except the streaming on Roku and Samsung, we’re working fine all day today.

Regular Visitor

Re: Stream app only showing purchases on both Roku and Samsung smart tv

Thank you.  I have not moved, changed equipment, or anything on the account.

Regular Visitor

Re: Stream app only showing purchases on both Roku and Samsung smart tv

Also, streaming works fine on my iPad, just not my Roku or Samsung smart tv

Expert

Re: Stream app only showing purchases on both Roku and Samsung smart tv


@jw581 wrote:

Also, streaming works fine on my iPad, just not my Roku or Samsung smart tv


call 800-Comcast. select TV technical support. ask the agent to transfer you to the app support team. ask that team member to refresh your app entitlements. (this is not an account refresh on your local X1 set top box menu, it is not a 'signal sent to your home equipment' just in case they start talking about that.



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Regular Visitor

Re: Stream app only showing purchases on both Roku and Samsung smart tv

I tried calling.  They said they refreshed my modem and “account”.  Streaming still does not work on Roku or smart tv.  They said it was an “outage” that they are working to repair.  I’ll try again tomorrow.  Very frustrating!

Expert

Re: Stream app only showing purchases on both Roku and Samsung smart tv


@jw581 wrote:

I tried calling.  They said they refreshed my modem and “account”.  Streaming still does not work on Roku or smart tv.  They said it was an “outage” that they are working to repair.  I’ll try again tomorrow.  Very frustrating!


you did not reach the app support team. has nothing to do with your modem or home set top box.



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Regular Visitor

Re: Stream app only showing purchases on both Roku and Samsung smart tv

I kept asking for the app support team.  They transferred me once, but I think you’re right.  I asked several times, quoting exactly what you said.  I will try again today.  Thank you!

Regular Visitor

Re: Stream app only showing purchases on both Roku and Samsung smart tv

So, today I spent another 45-50 minutes on the phone with xfinity support.  They kept saying the problem was because of an outage and they needed to send a signal to my modem.  That didn’t work, so I asked to be transferred, but they said I was with advanced support and they would be able to fix it.  She had me uninstall the app, reboot Roku, reinstall.  That didn’t work.  Then she had me uninstall, reset the Roku to factory settings and sign in with a different user name.  That didn’t work.

 

she then put me on hold while she was talking to someone else.  While I was on hold, I thought maybe if I signed In to Xfinity with a secondary user name, that would work.  While I was on hold, I removed the Xfinity App from Roku, and signed out of my xfinity account.  Then I reinstalled the app.  When I opened the app and went through the authorization process on my iPad, it asked me to log in to my Xfinity account.  I logged in with a secondary user name, NOT the one I had been using, but one that accessed the same account (user “name” instead of email address).  That solved the problem.  Hope this helps others with the problem.  You should be able to set up a secondary log in to your Xfinity account and then use that when you authorize your streaming app.