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Stream Continually Loses Access to (Some) Channels

Regular Visitor

Stream Continually Loses Access to (Some) Channels

I've been having an issue for months now and have contacted Xfinity support at least 10 times (I have 6 ticket numbers available for reference.) My issue is that every 2 weeks, I have several channels (NFL Network, Disney Jr, Nick Jr, HBO and others) disappear off of my Xfinity Stream and simultaneously go missing off the "My Channel Listing" on Xfinity.com. They also become deauthorized off the individual apps on my iPhone/AppleTV, where the HBOGo or DisneyNow app will display "This content not included in your TV package" or similar.

 

When this happens, I still have the channels on "regular" cable TV, there just seems to be a glitch where they're missing online. And every time, I contact XFinity support, they ask the same old questions (what app are you using, uninstall/reinstall, etc.) then they perform some sort of "refresh" and pronounce that they've permanently fixed the issue. The problem is, that whatever they do DOES fix the problem for a few weeks, but 2-3 weeks later, I'm missing the content again and have to initiate another support request.

 

Is there anyone at XFinity who can get this raised up and permanently fixed? I've spoken to "advanced technical support" a few times at least, and even they only perform the temp fix. I'm at the end of my rope having to deal with this every few weeks. (It should be noted that these features worked for years flawlessly, and this problem only recently cropped up when I made a change to add Voice to my account, so I suspect some sort of account issue.)

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Expert

Re: Stream Continually Loses Access to (Some) Channels


@mikebb75 wrote:

I've been having an issue for months now and have contacted Xfinity support at least 10 times (I have 6 ticket numbers available for reference.) My issue is that every 2 weeks, I have several channels (NFL Network, Disney Jr, Nick Jr, HBO and others) disappear off of my Xfinity Stream and simultaneously go missing off the "My Channel Listing" on Xfinity.com. They also become deauthorized off the individual apps on my iPhone/AppleTV, where the HBOGo or DisneyNow app will display "This content not included in your TV package" or similar.

 

When this happens, I still have the channels on "regular" cable TV, there just seems to be a glitch where they're missing online. And every time, I contact XFinity support, they ask the same old questions (what app are you using, uninstall/reinstall, etc.) then they perform some sort of "refresh" and pronounce that they've permanently fixed the issue. The problem is, that whatever they do DOES fix the problem for a few weeks, but 2-3 weeks later, I'm missing the content again and have to initiate another support request.

 

Is there anyone at XFinity who can get this raised up and permanently fixed? I've spoken to "advanced technical support" a few times at least, and even they only perform the temp fix. I'm at the end of my rope having to deal with this every few weeks. (It should be noted that these features worked for years flawlessly, and this problem only recently cropped up when I made a change to add Voice to my account, so I suspect some sort of account issue.)


call 800-Comcast and select billing. ask the agent to perform a deep account background refresh of all the X1 databases (can take up to an hour to complete).



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Official Employee

Re: Stream Continually Loses Access to (Some) Channels

Hello mikebb75, the suggestion that Rustyben provided is a good place to start when trying to resolve this issue. I'd like to take a look at the account and your entitlements to make sure we have everything set up correctly, to move forward please send me a private message with your full name by clicking on my name (ComcastAmir) and then click "Send a message".


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Contributor

Re: Stream Continually Loses Access to (Some) Channels

I'm having the same problem all of a sudden tonight!!! Everything was fine this morning on our tv's that have Roku and stream Xfinity.  Since I got home from work I've had to rese the modem/router, reboot the Roku/TV's, put in NEW activation codes and STILL they're not working like they did this morning.  Right now I can't get channel 5 (Fox tv) on any of the tv's through Xfinity stream on Roku's.  What is going on?????????????????  I've spent 2 hours now on this and am not happy at all.

Official Employee

Re: Stream Continually Loses Access to (Some) Channels

Hi neitowl, thank you for posting here. I know this can be very frustrating to deal with especially when you just had a long day at work. I'd like to help you get this taken care of so that you can relax for the evening, for further assistance please send me a private message with your full name by clicking on my name (ComcastAmir) and then click "Send a message". 


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Frequent Visitor

Re: Stream Continually Loses Access to (Some) Channels

The deep cycle refresh does not work. I am experiencing the same issue. Missing almost 60 channels. Furthermore if you had scheduled recording they did not record either and they are cloud based. I had Comcast look at future recordings and they all showed an error. This is purely a software issue with Comcast.
Regular Visitor

Re: Stream Continually Loses Access to (Some) Channels

Thanks @ComcastAmir , I have sent you a PM with details. The deep refresh as suggest by Rustyben is something I believe has been done at least once or more on the many exchanges I have already had with XFinity Support.

Frequent Visitor

Re: Stream Continually Loses Access to (Some) Channels

I still am having the same issue a deep cycle fixed the issue of the missing channels but now I can not record anything still talking with Xfinity if they come up with a solution I will let you know.

Official Employee

Re: Stream Continually Loses Access to (Some) Channels

@mikebb75 wrote: Thanks @ComcastAmir , I have sent you a PM with details. The deep refresh as suggest by Rustyben is something I believe has been done at least once or more on the many exchanges I have already had with XFinity Support.

 

Thank you for the PM, please reach back out to me there for further assistance. 

 

@Mike353 wrote: I still am having the same issue a deep cycle fixed the issue of the missing channels but now I can not record anything still talking with Xfinity if they come up with a solution I will let you know.

 

I can assist you with this as well please send me a private message with your full name by clicking on my name (ComcastAmir) and then click "Send a message". 


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Official Employee

Re: Stream Continually Loses Access to (Some) Channels

Hi @mikebb75, it was great speaking with you and I am over joyed that the refresh fixed your issue. Feel free to create another post if you need anything else, have a good day.  


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