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Xfinity Stream issue with missing local channels and channel lineup is not same as tv(cable)

Frequent Visitor

Xfinity Stream issue with missing local channels and channel lineup is not same as tv(cable)

I have been having issues with my xfinity stream since 9/12/19.  I am missing all my local channels and channel guide is not the same as what is on TV.  Been using stream for several years now without any problems.  i have spent 5 hours troubleshooting with 2 different level 2 techs.   Then told it went to level 3.  Level 3 canceled out my level 3 ticket because I did not answer call when they phoned.  So did another couple hours of troubleshooting and another level 3 ticket generated.  Received call from level 3 and sent to billing(still don't understand that one).   Billing said my issues had nothing to do with them. Called today to followup on my ticket and was told it had been closed again and wanted to troubleshoot from level 2.  I refused and requested supervisor.  She told me there was a national outage.  This has been very frustrating and I know I have been provided some false information on different things discussed with the troubleshooting.   Anyone else have this issue and how was it resolved.

New Poster

Re: Xfinity Stream issue with missing local channels and channel lineup is not same as tv(cable)

I am also having this issue. My local channels are missing from the Xfinity Stream website as well as the Xfinity Stream app on Roku. The X1 box still has access to all of the local channels. I had this happen once before and the next day they were back, but I had to re-setup all of my favorite channels and cancel series recordings and recreate the series recordings as well. Hopefully, the channels come back soon.

Expert

Re: Xfinity Stream issue with missing local channels and channel lineup is not same as tv(cable)


@DLgreen wrote:

I have been having issues with my xfinity stream since 9/12/19.  I am missing all my local channels and channel guide is not the same as what is on TV.  Been using stream for several years now without any problems.  i have spent 5 hours troubleshooting with 2 different level 2 techs.   Then told it went to level 3.  Level 3 canceled out my level 3 ticket because I did not answer call when they phoned.  So did another couple hours of troubleshooting and another level 3 ticket generated.  Received call from level 3 and sent to billing(still don't understand that one).   Billing said my issues had nothing to do with them. Called today to followup on my ticket and was told it had been closed again and wanted to troubleshoot from level 2.  I refused and requested supervisor.  She told me there was a national outage.  This has been very frustrating and I know I have been provided some false information on different things discussed with the troubleshooting.   Anyone else have this issue and how was it resolved.


create a new user on your account (unrestricted). use that new username to sign in to the stream app. working?



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Silver Problem Solver

Re: Xfinity Stream issue with missing local channels and channel lineup is not same as tv(cable)

Any chance the missing channels are not marked as Favorites and you are using the Favorites filter?


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Frequent Visitor

Re: Xfinity Stream issue with missing local channels and channel lineup is not same as tv(cable)

No,  I have nothing marked as favorites.  I have read comments posted on the forum.  I did ask billing regarding a deep refresh and was told they no longer perform those.   Yesterday was finally told by a supervisor that it is a nationwide outage with stream.  Unsure if that is indeed a fact. 

 

thank you for your help though. 

New Poster

Re: Xfinity Stream issue with missing local channels and channel lineup is not same as tv(cable)

I have the same issue. Almost word for word
New Poster

Re: Xfinity Stream issue with missing local channels and channel lineup is not same as tv(cable)

My channels came back today. When they were gone, it was not a filter, even with all filters cleared and all channels selected, they were missing from both SD and HD. Much like last time this happened to me, all of the shows that had a series recording scheduled, I have had to delete the series recording and re-set them up.

Frequent Visitor

Re: Xfinity Stream issue with missing local channels and channel lineup is not same as tv(cable)

No, adding a new unrestricted user did not change a thing. 

Expert

Re: Xfinity Stream issue with missing local channels and channel lineup is not same as tv(cable)


@DLgreen wrote:

No, adding a new unrestricted user did not change a thing. 


an official employee will have to help you here (they respond normally within 72 hours of your post) or you can call 800-comcast and select billing and have the agent verify that your account is set up properly (home service with home cable tv subscription) as X1 service. 



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Frequent Visitor

Re: Xfinity Stream issue with missing local channels and channel lineup is not same as tv(cable)

still no resolution to issues.  Went to local store yesterday. They had not seen this issue.  Manager was trying his best to resolve.  Was afraid it was because of package I was on was being phased out but had just agreed to this in February. So they switched me to another newer billing package at recommendation of billing and said it would bring back my missing channels.  Give it overnight and I should see them.   This was at 10 am yesterday and there has not been any change to my original issues.  So now I am on a new package with still no fix. 

Frequent Visitor

Re: Xfinity Stream issue with missing local channels and channel lineup is not same as tv(cable)

nice xfinity deletes my comment telling people the truth.  it's not a national outage.  they are lying.  my parents account get the local channels on stream just fine.  go ahead and delete this too xfinity i'll keep on posting this.

Silver Problem Solver

Re: Xfinity Stream issue with missing local channels and channel lineup is not same as tv(cable)


@DLgreen wrote:

still no resolution to issues.  Went to local store yesterday. They had not seen this issue.  Manager was trying his best to resolve.  Was afraid it was because of package I was on was being phased out but had just agreed to this in February. So they switched me to another newer billing package at recommendation of billing and said it would bring back my missing channels.  Give it overnight and I should see them.   This was at 10 am yesterday and there has not been any change to my original issues.  So now I am on a new package with still no fix. 


This should be a link to your channel lineup:

https://www.xfinity.com/support/local-channel-lineup/


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Frequent Visitor

Re: Xfinity Stream issue with missing local channels and channel lineup is not same as tv(cable)

Thank you but that is not what it is suppose to be.  I am missing all network channels or the basic channel package.   The original lineup started with 2 now it is 11.  They changed my package and said it would correct the problem.  It did not.  In addition to missing all local channels I am now missing some of my regular cable channels that I had  access to and did not agree to have them eliminated. 

Expert

Re: Xfinity Stream issue with missing local channels and channel lineup is not same as tv(cable)


@DLgreen wrote:

Thank you but that is not what it is suppose to be.  I am missing all network channels or the basic channel package.   The original lineup started with 2 now it is 11.  They changed my package and said it would correct the problem.  It did not.  In addition to missing all local channels I am now missing some of my regular cable channels that I had  access to and did not agree to have them eliminated. 


if you are at home connected to your home internet your available channels will be shown on the Xfinity My Account app under the TV tab, and the link to subscribed channels. do the missing numbered channels show up on that list?



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Frequent Visitor

Re: Xfinity Stream issue with missing local channels and channel lineup is not same as tv(cable)

No they do not
Expert

Re: Xfinity Stream issue with missing local channels and channel lineup is not same as tv(cable)


@DLgreen wrote:
No they do not

call into 800-comcast and select customer service and review your subscription to find out why the number of channels is wrong. or wait for an official employee to reply to you here.



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Frequent Visitor

Re: Xfinity Stream issue with missing local channels and channel lineup is not same as tv(cable)

Wanted to give an update so no one else suffers fighting with this same issue and offered little or no assistance.  First there is no national outage. 

 

A service tech came and changed out all my boxes to the new X1 and all is working great.   He said I had the old legacy boxes.  Changed all I had in my house so now stream is back up like it should be.  

 

Only issue now I am missing some channels as I was told by a store supervisor to change my package and that should bring back stream.  Wrong..  I was told I would be losing 3 channels and none of the ones I watched so no big deal.  What I wasn’t told is that I would be missing additional channels that I did watch.  Supervisor is now not responding to my text as he had given me his number to address issues.  I have all documented with names.