I've been using the Xfinity app on my Roku for well over a year now with no issues. As of this morning, I've lost most of my channels. When I try to watch, it says I have to subscribe. Nothing has changed with my service and I am subscribed to these channels. It's also not working on my android phone and on my desktop via the website.
I've been on the phone 3 times with Xfinity today. The reps didn't seem to understand my issue with the streaming. No matter how many times I mention the app, the rep kept saying she is restarting my box and would call me back in an hour to check on it. I got transferred twice, and the entire call was 1 hour and 43 minutes long. I never got a call back.
I've tried uninstalling and reinstalling...I also created a new user in my account but that tip didn't work. Any help would be greatly appreciated.
Did you try rebooting your modem or gateway? If some maintenance or other backend work causes some changes, the authorization tying your modem to your video service sometimes gets confused.
And, verify that the Roku is on the correct home network.
Thanks for the reply. Yes, modem has been rebooted...still not working. Also, the channels are missing on my Roky, my android phone, and my desktop xfinity stream site. All are connected to home wifi. Any other suggestions?
Hello @petash ,
Thank you for your feedback on the Xfinity Forums.
This seems to be a part of an ongoing issue with user accounts that we are working to resolve.
You may be able to regain access to lost channels by logging out and back in. Can you please let us know if logging out and back in on all devices fixes the issue?
Thanks so much for the reply. I tried logging out of all devices (roku, desktop, and android phone). I also uninstalled and reinstalled the apps with no luck.
Last I spoke with Xfinity support over the phone, the rep said a ticket was being made for escalation. I was told someone should call me back. I haven't heard back yet though. Thanks again!
Good news (fingers crossed). My channels just came back. I guess it was just some technical issue across Xfinity. I never did get a call back from Xfinity support. Roku is working and android app is working. Desktop Xfinity Stream site is still showing subscribe...but I probably just need to clear my browser.