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Stream problems across laptop, ipad, Roku

New Poster

Stream problems across laptop, ipad, Roku

New customer.  Spent an hour with two reps to even be able to see My Account page load rather than a white screen with three pulsing dots.  Still can't watch TV online - waiting on a call back from some escalation ticket in 36 to 72 hours.  Note that the Roku and Laptop errors below have a code of 11005.  The rep tried to blame the laptop error on Flash, but that is suspect since both devices indicate the same code.  Here are the errors across the devices:

 

ipad Stream app: Back Office Provision Error "Failed to provision account through accountProvisioningWebService"

 

Windows laptop (both Edge and Chrome): 

Sorry, we're having some trouble

Xfinity Stream is not available at the moment. Please try back soon.

(Error ftde.provision.11005)

 

Roku: After entering Roku code on xfinity.com/authorize, and website says success, roku screen shows:

Error

Something went wrong.  Please try again later.

(Error setDeviceProvision:11005)

 

If any ideas to help move this along, please speak up.

 

Thanks

 

Bronze Problem Solver

Re: Stream problems across laptop, ipad, Roku


@sadlksjdalkdj wrote:

New customer.  Spent an hour with two reps to even be able to see My Account page load rather than a white screen with three pulsing dots.  Still can't watch TV online - waiting on a call back from some escalation ticket in 36 to 72 hours.  Note that the Roku and Laptop errors below have a code of 11005.  The rep tried to blame the laptop error on Flash, but that is suspect since both devices indicate the same code.  Here are the errors across the devices:

 

If any ideas to help move this along, please speak up.

 

Thanks

 


How "new" of a customer are you? It sounds like your account isn't completely setup yet.

New Poster

Re: Stream problems across laptop, ipad, Roku

Do you have your username linked to manage more than one account? This error often comes up when a username is linked to multiple accounts. Unfortunately, if that is the case, linked usernames cannot be used for streaming due to back end limitations, and a second username will need to be set up for streaming or the ability to manage two (or more) accounts with one username will need to be removed.