Streaming channels all disappeared and only spanish language channels available.

[gomichigan24]

So suddenly last Thursday when I went into my streaming app on my Ipad to watch TV all my channels had disappeared except for the Spanish language ones.  When I checked on my Roku the channels were all still there but if I tried to watch it would tell me I need to subscribe.  And then when I look at my channel lineup here https://www.xfinity.com/support/local-channel-lineup/ it only shows the Spanish language channels as options despite the fact that I have the digital preferred option.

I've tried to reach out to xfinity customer support a number of times but they've been supremely unhelpful.  Despite the problem being very clearly on their end and being using my home network they've suggested 1) i check with the manufacturer of my equipment, 2) they send a technician to my house, and 3) I try and use my home network.  Or they keep telling me to install and reinstall the app over and over.  This weekend I couldn't even get a person on the phone because they said there was an outage in my area though there doesn't actually appear to be.  

Supposedly they are working on it and will call me whenever its fixed but that's been the case for days now and there doesn't seem to be any resolution to be found.  I've searched a bit on this website and I've tried 1) creating a new username and logging on from there and 2) asking for the app support team and asking them to perform a streaming entitlements refresh, but neither appear to work.  Would very much like suggestions as to how best to proceed so I can actually get it fixed. 

[Rustyben]

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@gomichigan24 wrote:

So suddenly last Thursday when I went into my streaming app on my Ipad to watch TV all my channels had disappeared except for the Spanish language ones.  When I checked on my Roku the channels were all still there but if I tried to watch it would tell me I need to subscribe.  And then when I look at my channel lineup here https://www.xfinity.com/support/local-channel-lineup/ it only shows the Spanish language channels as options despite the fact that I have the digital preferred option.

I've tried to reach out to xfinity customer support a number of times but they've been supremely unhelpful.  Despite the problem being very clearly on their end and being using my home network they've suggested 1) i check with the manufacturer of my equipment, 2) they send a technician to my house, and 3) I try and use my home network.  Or they keep telling me to install and reinstall the app over and over.  This weekend I couldn't even get a person on the phone because they said there was an outage in my area though there doesn't actually appear to be.  

Supposedly they are working on it and will call me whenever its fixed but that's been the case for days now and there doesn't seem to be any resolution to be found.  I've searched a bit on this website and I've tried 1) creating a new username and logging on from there and 2) asking for the app support team and asking them to perform a streaming entitlements refresh, but neither appear to work.  Would very much like suggestions as to how best to proceed so I can actually get it fixed. 

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does a smart phone/tablet show the proper lineup?