Community Forum

Xfinity Stream on Roku Missing all my HD channels???

New Poster

Xfinity Stream on Roku Missing all my HD channels???

I signed up for xfinity a few days ago.  Everything was working great on my Roku.  When I went to live Tv, only the channels I was subscribed to showed up.  I could watch every channel I was subscribed to w/o issue on my roku.

Now, I am having problems..

Lots of channels now show up under LiveTv which I am not subscribed to.  More importantly ALL of my HD channels are missing.  When I search for one of the missing channels it says channel not found. When I filter the channels, i no longer have the options of choosing HD channels.

 

The missing channels still show up and work w/o issue on both my phone and PC using xfinity stream.

Expert

Re: Xfinity Stream on Roku Missing all my HD channels???


cashedoutent wrote:

I signed up for xfinity a few days ago.  Everything was working great on my Roku.  When I went to live Tv, only the channels I was subscribed to showed up.  I could watch every channel I was subscribed to w/o issue on my roku.

Now, I am having problems..

Lots of channels now show up under LiveTv which I am not subscribed to.  More importantly ALL of my HD channels are missing.  When I search for one of the missing channels it says channel not found. When I filter the channels, i no longer have the options of choosing HD channels.

 

The missing channels still show up and work w/o issue on both my phone and PC using xfinity stream.


generally you can logout of the app, uninstall it. then install it again and login and the app will return to working again.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here(updated).
New Poster

Re: Xfinity Stream on Roku Missing all my HD channels???

I have done that and also powered down, etc.
Expert

Re: Xfinity Stream on Roku Missing all my HD channels???


cashedoutent wrote:
I have done that and also powered down, etc.

logout of the app. call 800-Comcast and select billing. ask the billing representative to do a deep background database refresh (will take about an hour). then login and see if it fixed the problem.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here(updated).
Admin1

Re: Xfinity Stream on Roku Missing all my HD channels???

Hi cashedoutent -- I can help with your channel issue. I did want to check in first to see if this issue has cleared itself or not. 

New Poster

Re: Xfinity Stream on Roku Missing all my HD channels???

I am having the same problem. I was able to get HD channels on Rokuy before, but not anymore. Still able to get HD channels on the iPad app.

Expert

Re: Xfinity Stream on Roku Missing all my HD channels???


frakseno wrote:

I am having the same problem. I was able to get HD channels on Rokuy before, but not anymore. Still able to get HD channels on the iPad app.


on your monthly cable bill, do you see a line for Hd technology fee $10 ?  


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here(updated).
Frequent Visitor

Re: Xfinity Stream on Roku Missing all my HD channels???

This problem occurs for me as well.  All was well on the Stream app for a time, but after a restart the HD channels disappeared.  My cable package includes HD but there's no separate HD charge on my bill.  This is apparently not an uncommon  problem.  What should I do or ask for?

Expert

Re: Xfinity Stream on Roku Missing all my HD channels???


Rsolie wrote:

This problem occurs for me as well.  All was well on the Stream app for a time, but after a restart the HD channels disappeared.  My cable package includes HD but there's no separate HD charge on my bill.  This is apparently not an uncommon  problem.  What should I do or ask for?


do your local rebroadcast channels appear in HD?


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here(updated).
Frequent Visitor

Re: Xfinity Stream on Roku Missing all my HD channels???

No local channels, or any other channels, appear in HD.  The app worked fine until yesterday even though I have no HD line on my bill.  When I call support what do you suggest I tell the CSR?

 

Thanks for your help it's a real public service.

Expert

Re: Xfinity Stream on Roku Missing all my HD channels???


Rsolie wrote:

No local channels, or any other channels, appear in HD.  The app worked fine until yesterday even though I have no HD line on my bill.  When I call support what do you suggest I tell the CSR?

 

Thanks for your help it's a real public service.


a couple of months ago the decision was made to stop HD if there was no separate bill line for HD technology. I suspected it was a billing test that would later be a separate line for Roku outlet charge (currently free) but again, just my guess. The question came up when the HD went away and the answer was 'if' HD was included in the subscriber's package but not charged separately then the Roku would not have HD access. That's where the subject has stayed. I doubt any CSR could fix it while in beta.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here(updated).
Frequent Visitor

Re: Xfinity Stream on Roku Missing all my HD channels???

Rustyben and ComcastPhil (and others):

After some time on the phone with a first-level CSR he discovered that HD authorization cannot be added to my account because I'm using a CableCard device for TV tuning and not a Comcast STB.  So I'm out of luck I guess for using the Stream beta on a ROKU.  There are alternatives, so no big whoop, but still a PITA.  HD works elsewhere for me but not for this app on ROKU.  Five days ago my account was modified to "Digital Starter" without telling me (by whom is not clear) and that seems to be what caused HD on the Stream app to stop working.  Go figure.  This is all still pretty murky so I'll keep trying.  Any thoughts?

Official Employee

Re: Xfinity Stream on Roku Missing all my HD channels???

Hi Rsolie, I can look into getting HD added on your account for you, please let me know and we can try.

 

Thank you

Frequent Visitor

Re: Xfinity Stream on Roku Missing all my HD channels???

Hi ComcastPhil:

No love from a billing rep and a technical rep this morning.  Nice folks, but zero luck.  There's also confusion on line as to what's actually needed for the app: it's only available for internet only customers; you need both a cablecard and an STB; HD doesn't work on the app if you have a cablecard; and just this morning, the cablecard doesn't get HD at all (Take that, Tivo bums!).  I'm done, I think, unless other information surfaces while I'm selling my ROKUs.

 

I been using a Silicondust HDHomerun Prime with a cablecard to an Amazon Fire TV running KODI with an extension for live TV. It has all worked like a champ is worth repeating.  Thanks again and if you persist in a solution good luck.

New Poster

Re: Xfinity Stream on Roku Missing all my HD channels???


Rustyben wrote:

frakseno wrote:

I am having the same problem. I was able to get HD channels on Rokuy before, but not anymore. Still able to get HD channels on the iPad app.


on your monthly cable bill, do you see a line for Hd technology fee $10 ?  


I don't have the $10 change on my bill, but the HD works on every other device othen than Roku.

Expert

Re: Xfinity Stream on Roku Missing all my HD channels???


frakseno wrote:

Rustyben wrote:

frakseno wrote:

I am having the same problem. I was able to get HD channels on Rokuy before, but not anymore. Still able to get HD channels on the iPad app.


on your monthly cable bill, do you see a line for Hd technology fee $10 ?  


I don't have the $10 change on my bill, but the HD works on every other device othen than Roku.


Comcast has decided that Roku would not include HD channels while in beta if there is no separate fee paid on the bill (a rate code) for HD technology fee $10.00 per month.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here(updated).
Official Employee

Re: Xfinity Stream on Roku Missing all my HD channels???

 

frakseno, the information that (Rustyben) provided is correct. If you would like for me to add HD services to your account please reach back out to me here, or you can add a qualifying TV package online. 

New Poster

Re: Xfinity Stream on Roku Missing all my HD channels???

Ok, so lets be clear on what is happening for those other users who have this problem. THERE IS NO SOLUTION TO THE PROBLEM. Comcast has deliberatly removed this capabity from the app and it will not work for you despite the fact that you are actually paying for HD. Yes, they are that bad. Yes, you should look elsewhere for cable. I certainly will be.

Expert

Re: Xfinity Stream on Roku Missing all my HD channels???


linuxcav wrote:

Ok, so lets be clear on what is happening for those other users who have this problem. THERE IS NO SOLUTION TO THE PROBLEM. Comcast has deliberatly removed this capabity from the app and it will not work for you despite the fact that you are actually paying for HD. Yes, they are that bad. Yes, you should look elsewhere for cable. I certainly will be.


not sure what you mean. if your accout says you pay a separate HD charge with non-zero amount then Roku works on all HD channels, else it works only on local chans. Roku is currently free and it is probably part of the beta to be sure the Roku follows the HD paid/unpaid feature ruleset.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here(updated).
New Poster

Re: Xfinity Stream on Roku Missing all my HD channels???

Hi I am having the same issue. Talking to Comcast service rep does not seem to be helping. Could the Comcast representative on this forum please help
Expert

Re: Xfinity Stream on Roku Missing all my HD channels???


wrote:
Hi I am having the same issue. Talking to Comcast service rep does not seem to be helping. Could the Comcast representative on this forum please help

as explained to you in this thread in above replies, currently unless you have a separate HD with a money amount (not zero) the free Roku beta does not include HD channels. You could talk to billing and see if there is another package available that does not include HD so you then would have the $9.95 HD technology fee and your Roku beta would include HD channels.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here(updated).
New Poster

Re: Xfinity Stream on Roku Missing all my HD channels???

Hey there ComcastZach,

 

I'm having similar issues that your phone-in support can't seem to handle.

Changed my service a couple weeks ago to include HD package (in a X1 Saver double-play with internet service). I get all of the channels I'm supposed to through my roku units - but only the SPECIFIC HD channels come through in HD (for example, I show both PBS and PBSHD - the PBSHD comes in HD). But none of the other channels that should auto-select to HD are being shown as such.

 

Any help would be appreciated.

 

 

Expert

Re: Xfinity Stream on Roku Missing all my HD channels???


@jaredgaynor wrote:

Hey there ComcastZach,

 

I'm having similar issues that your phone-in support can't seem to handle.

Changed my service a couple weeks ago to include HD package (in a X1 Saver double-play with internet service). I get all of the channels I'm supposed to through my roku units - but only the SPECIFIC HD channels come through in HD (for example, I show both PBS and PBSHD - the PBSHD comes in HD). But none of the other channels that should auto-select to HD are being shown as such.

 

Any help would be appreciated.


the Roku beta requires the 'separate' line on your bill for HD Technology with a charge of $9.95 - have you seen a bill with that? you could try logging out of the roku Xfinity app and logging back in.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here(updated).
New Poster

Re: Xfinity Stream on Roku Missing all my HD channels???

No dice - I'm on a X1 double play, which includes HD as part of the package. I was hoping XF had fixed this issue in the app, but looks like I'll re-downgrade and move on to YoutubeTV instead.

 

I really wanted this to work - but feel like I was sold a false bill of goods. NOWHERE in the FAQ's does this come up - in fact it mentions HD but only that if you receive HD in your channels you can see it on Stream. 

 

Apparently not.

Expert

Re: Xfinity Stream on Roku Missing all my HD channels???


@jaredgaynor wrote:

No dice - I'm on a X1 double play, which includes HD as part of the package. I was hoping XF had fixed this issue in the app, but looks like I'll re-downgrade and move on to YoutubeTV instead.

 

I really wanted this to work - but feel like I was sold a false bill of goods. NOWHERE in the FAQ's does this come up - in fact it mentions HD but only that if you receive HD in your channels you can see it on Stream. 

 

Apparently not.


the Roku is in a free beta. I am guessing that HD will work when it is a paid outlet service (like $8/month). the keying it on that separate charge is probably testing that only those paying for the service when out of beta can use the Roku. nothing from Comcast on amount or when out of beta.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here(updated).
Official Employee

Re: Xfinity Stream on Roku Missing all my HD channels???

Hi jaredgaynor, thank you for working with me via private message, and please let us know if you are still needing assistance.

 

Thank you