Community Forum

Stream app only shows purchases on roku and phones

Highlighted
Regular Visitor

Stream app only shows purchases on roku and phones

2 months ago I switched accounts at the same address. (Closed one under my name and opened one under wife's name) Somehow the 2 accounts must've gotten linked behind the scenes bc my stream app worked with new account for 45 days then reverted to showing old closed account purchases. I've been on the phone for 6 hours with tier 2 and was told over a week ago tier 3 would call me back in 24-48 hours... I called after a couple days and was told they would again call in 24-48 hours... No calls..

One Tier 2 tech told me they can see somehow the 2 are linked and thus the issue yet can't fix it... I've tried all their troubleshooting (over and over and over) and have multiple open cases.... Tonight rokus started working so something must've happened but mobile phone stream apps all still show old purchases and no live tv. My phone and a couple ipads didn't work a week ago then started then stopped again for days...so waiting for rokus to not work tomorrow...it not consistent.
Can anyone actually fix this? It's been 10 days with no fix... I read on another forum that the app entitlements need to be refreshed but I've told that to tech support and phones still don't work...seems like an obvious issue yet no fix....
Highlighted
Expert

Re: Stream app only shows purchases on roku and phones


@Teacherspet1 wrote:
2 months ago I switched accounts at the same address. (Closed one under my name and opened one under wife's name) Somehow the 2 accounts must've gotten linked behind the scenes bc my stream app worked with new account for 45 days then reverted to showing old closed account purchases. I've been on the phone for 6 hours with tier 2 and was told over a week ago tier 3 would call me back in 24-48 hours... I called after a couple days and was told they would again call in 24-48 hours... No calls..

One Tier 2 tech told me they can see somehow the 2 are linked and thus the issue yet can't fix it... I've tried all their troubleshooting (over and over and over) and have multiple open cases.... Tonight rokus started working so something must've happened but mobile phone stream apps all still show old purchases and no live tv. My phone and a couple ipads didn't work a week ago then started then stopped again for days...so waiting for rokus to not work tomorrow...it not consistent.
Can anyone actually fix this? It's been 10 days with no fix... I read on another forum that the app entitlements need to be refreshed but I've told that to tech support and phones still don't work...seems like an obvious issue yet no fix....

you can sign in at xfinity.com and go to account then users and create a new user there that is only on your current account and will work without problem. Lately, Comcast appears to have added a section to the account area where you can see linked accounts and make your 'own' username 'primary' to the current account.  for that go to the same 'my account' menu and then to 'settings' in the submenu (the gear). scroll down to account links.



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!
Highlighted
Regular Visitor

Re: Stream app only shows purchases on roku and phones

We did that in the first 4 hour troubleshooting session and signing in to new user yields same results. Also tried removing linked user on my end yet it only shows one account. Also tried uninstalling roku app and reinstalling a half dozen times with them doing "something" on their end... One ipad works and continued to work through this whole thing... Others work then dont.. others never work... My android doesn't work but did last week ... Doesn't now... I've signed out and removed every xfinity app on the phone and reinstalled with zero results....
Highlighted
Expert

Re: Stream app only shows purchases on roku and phones


@Teacherspet1 wrote:
We did that in the first 4 hour troubleshooting session and signing in to new user yields same results. Also tried removing linked user on my end yet it only shows one account. Also tried uninstalling roku app and reinstalling a half dozen times with them doing "something" on their end... One ipad works and continued to work through this whole thing... Others work then dont.. others never work... My android doesn't work but did last week ... Doesn't now... I've signed out and removed every xfinity app on the phone and reinstalled with zero results....

did you create and use the newly created username?



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!
Highlighted
Regular Visitor

Re: Stream app only shows purchases on roku and phones

Yes and it did the same thing....show old account purchases...that was one of the first things level 2 had me do...then hours later other level 2's blamed the entire issue on creating the new user... Level 1 lady copped a major tude and told me that they can't be held responsible for issues with roku and to call roku.... Haha... When they tried to send a tech bc they can't figure it out I said no...bc Im sure their "solution" will be to force me to rent one of their boxes... Just like when they couldn't figure out how to get 2 modems on my account one of them told me that mine equipment was defective and that I would have to rent one of theirs... Ummmm no ... It took them 2 weeks to figure it out but someone finally did... Unfortunately when they did it they left the billing system and the provisioning system out of sync so when the 2nd billing cycle ended my phone stopped working and it took them 6 days to fix it... So in 2 months this setup hasn't been working 100% yet and I've got 20 hours of fun time on the phone with Xfinity...most reiterating the issues over and over but to new people bc they don't read the notes on the cases....at all... Just painful.
Highlighted
Expert

Re: Stream app only shows purchases on roku and phones


@Teacherspet1 wrote:
Yes and it did the same thing....show old account purchases...that was one of the first things level 2 had me do...then hours later other level 2's blamed the entire issue on creating the new user... Level 1 lady copped a major tude and told me that they can't be held responsible for issues with roku and to call roku.... Haha... When they tried to send a tech bc they can't figure it out I said no...bc Im sure their "solution" will be to force me to rent one of their boxes... Just like when they couldn't figure out how to get 2 modems on my account one of them told me that mine equipment was defective and that I would have to rent one of theirs... Ummmm no ... It took them 2 weeks to figure it out but someone finally did... Unfortunately when they did it they left the billing system and the provisioning system out of sync so when the 2nd billing cycle ended my phone stopped working and it took them 6 days to fix it... So in 2 months this setup hasn't been working 100% yet and I've got 20 hours of fun time on the phone with Xfinity...most reiterating the issues over and over but to new people bc they don't read the notes on the cases....at all... Just painful.

if you go to the account menu on an x1 set top box does it show the same username@ you are using to sign in? 



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!
Highlighted
Regular Visitor

Re: Stream app only shows purchases on roku and phones

The one on the dvr (only stb I have) shows the primary user.. signing into either the primary or newly created user does the same thing on android or some apple devices ... Shows purchases from old account and no live tv or recordings... Still no.calls.from tier 3. Looks like I have to spend another 4 hours on the phone tomorrow if I want stream on my phone's. Good news is 4 rokus continue to work so they must've done something bc they didn't work for a solid week and now have worked for a full day. Guess 75% fixed is good enough for them... How about I pay them 75%....
Highlighted
Expert

Re: Stream app only shows purchases on roku and phones

I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.



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!
Highlighted
Official Employee

Re: Stream app only shows purchases on roku and phones

Greetings, @Teacherspet1! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear of the issues you are running into with having the old account link when trying to stream from the new account. I would like to have a look at this and see what we can do for you. Can you please send me a PM with your first and last name so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.


I am an Official Comcast Employee.
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.
Was your question answered? Mark the post as Best Answer!
Highlighted
Regular Visitor

Re: Stream app only shows purchases on roku and phones

Michael,

 

I'm having the same problem on two Roku devices, one is actually working. I don't see a place on your page to DM you. How can you be contacted?

 

Highlighted
Expert

Re: Stream app only shows purchases on roku and phones


@RobFitz22 wrote:

Michael,

 

I'm having the same problem on two Roku devices, one is actually working. I don't see a place on your page to DM you. How can you be contacted?


once you posted and some time passes the 'send a message' link will be active when you are logged into the forum.



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!