Community Forum

Xfinity stream app suddenly using a city out of my market

Regular Visitor

Xfinity stream app suddenly using a city out of my market

We are using a roku and the xfinity stream app with minor issues for months.  Suddenly 5 days ago the app is using stations in the Orlando, Fl market, not the Ft Myers, Fl market where we live.  We are a 3 1/2 hour drive from Orlando or obviously the local news is quite different.  We have spent at least 3 hours a day with tech support.  We have lost phone service with some of the “fixes”.  We have deleted apps, unplugged, rebooted, sent signals and reauthorized accounts multiple times.  Currently the app works (with the Orlando stations) on 2 tv but is not authorized on a third (so no app working).  Obviously the app is the issue.  Is anyone else having this problem?  Any ideas to fix it?  It is incredibly frustrating and the amount of time spent on stupid!

Expert

Re: Xfinity stream app suddenly using a city out of my market

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!
Official Employee

Re: Xfinity stream app suddenly using a city out of my market

Hi, Susancv2. Welcome and thanks for posting here for support. I would be happy to take a look and see what might be causing this issue and see if we can get it corrected for you. It sounds frustrating! Go ahead and send me a private message with your name so I can see what I can do.

 

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

Thanks!


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!
Regular Visitor

Re: Xfinity stream app suddenly using a city out of my market

No, it has  not 

Official Employee

Re: Xfinity stream app suddenly using a city out of my market

Hi there, Susancv2. Please check your private messages for me. There is some information I had requested that will allow us to move forward in helping you out with this. Thank you. 


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!
Regular Visitor

Re: Xfinity stream app suddenly using a city out of my market

So Xfinity has escalated this problem.  Not really helpful, I am now on week 3 of this and no one has contacted me despite promises to do so.  Pretty sure nothing is being done.  I have spent hours on the phone hearing I need to reboot the modem 😬.  So much for advanced help.....

Official Employee

Re: Xfinity stream app suddenly using a city out of my market

I do understand where you're coming from, Susancv2. I wish we had an immediate solution for you at this time. The issue that you're reporting is in the process of being investigated further. There doesn't seem to be a known issue for this, where other users are experiencing this issue. What that means is that we will need to verify the source of the feed that you're receiving and likely attempt to duplicate the issue, in order to complete a repair. I am showing the request is still open and our Advanced Support team should continue to stay in touch with you as we work to determine the reason of the cause and/or work to correct the problem. I will continue to follow up with you accordingly. Thank you.


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!
Regular Visitor

Re: Xfinity stream app suddenly using a city out of my market

I have seen no evidence that the issue is being actively being worked on.  My first call in to xfinity produced a work ticket that got cancelled.  This is the second work ticket for the same problem.  Last week I called in to make sure it was still active because I had been promised a call back, 8 days later no call back.  They rep told me someone had called the day before and left a message. That was completely false, I have no message and my call log does not show a call.  Still no call.

Highlighted
Official Employee

Re: Xfinity stream app suddenly using a city out of my market

I am showing that you spoke with our Advanced Support team and technical support a few times. It looks like we did try to contact you, but may not have been able to successfully because of a voicemail issue. There are several numbers that you may have been contact from, not necessarily our main number. The request is pending, I have confirmed that it is indeed still open and being looked into further. Until our Advanced Support or Engineering group has further questions, need clarification, or have something they would like to confirm with you, it's unlikely that you will receive a call. I'm sorry that a different time expectation has been set prevsiously and we appreciate your patience. Is there an alternate phone number I can put down for you, as backup? Please reply via private message so we can continue. 


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!