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Watch Now disappears within 2 seconds

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Contributor

Watch Now disappears within 2 seconds

Xfinity.com/stream/ website issue with all our user accounts ALL Windows OS, ALL Browsers, ALL networks including home and others. I have been wating over 30hrs for reply from the T3 System Engineers Ace team who ever that may be I just get very annoying robocalls that put me in the general support cue!! I have spent hours and hours over the past 5 days atttempting to get an intelligent support agent who will actually listen to me enough to understand the problem I am having. I am getting no where but livid.

XfinitySUX.jpg

 

Contributor

Re: Watch Now disappears within 2 seconds

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Official Employee

Re: Watch Now disappears within 2 seconds

Hi @mmh7

 

I can help look into this for you. Can you please check your private message? I've replied and need an few more pieces of information. 


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Regular Visitor

Re: Watch Now disappears within 2 seconds

this response helps no one. is there a resolution for this issue been two weeks trying to figure this out

Official Employee

Re: Watch Now disappears within 2 seconds

arfrc131, 

 

We'd need to investigate your account further in order to find a resolution. You're more than welcome to send me a private message and I can assist you as well. 


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Frequent Visitor

Re: Watch Now disappears within 2 seconds

I am having the exact same issue , posted just a few threads down and have not received any response yet.  Would like to get help and also help for these folks also experiencing the issue.

 

https://forums.xfinity.com/t5/XFINITY-Stream-Website/Unable-to-view-any-Watch-Now-shows-on-Xfinity-S...

 

Official Employee

Re: Watch Now disappears within 2 seconds

Hi @Shmoobits

 

Please take a look at my response from yesterday, requesting a private message with your first and last name and I can investigate your issues as well. At this time, I don't know or have not been informed of a resolution, but would like to see if I can help isolate the cause. 


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Contributor

Re: Watch Now disappears within 2 seconds

@arfrc131 Between Che and Brandi I spoke with today who is coordinating some communications with the T3 team I feel more confident we will get something figured out. I can bet this affects alot more customers than those that are vocal here..

Official Employee

Re: Watch Now disappears within 2 seconds

@mmh7

 

You are definitely correct. The only way we are able to confirm if this is a national issue or if this is only affecting certain areas is when we get reports from customers like yourselves and are able to investigate. Sometimes, if the troubleshooting we complete doesn't work, then we reach out to inform and work with higher fix agencies to help isolate a cause and find a resolution. 

 

@mmh7, I will be replying to your private message shortly. 


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Regular Visitor

Re: Watch Now disappears within 2 seconds

so why have i not been contacted by anyone this seriously has been two weeks with several tech contacts. i certainly hope some credit is coming my way as i pay for this service and have not been able to use it. i am a tech myself and i have exhausted all of my troublshooting to this point it has to be with your code. Was there a change made recently that updated things and broke this. normally i avaid the updates as everytime in th epast i allowed an update i had viewing issues afterword. Now i again confirmed i can watch on my modile device but not on any windows devices. I have windows 10 only ao my guess is this. Your web stream app has code in it that was using a vulnerability within windows that was patched and is now casuing this issue. i may be wrong but it is strange hwo it was working fine then all of the sudden it stopped. sounds like a conflist with the MS OS

Regular Visitor

Re: Watch Now disappears within 2 seconds

Additional information

 

Erros found on page

 

  1. HTTP400: BAD REQUEST - The request could not be processed by the server due to invalid syntax. (Fetch)GET - https://xtvapi.cloudtv.comcast.net/entity/program/5070814873803149112/watchOptions/?freetome=off&emb...
  2. { "reason": "Bad CloudDvr Token", "statusCode": 403, "statusSubCode": "403-103" }
  3. SCRIPT12002: SCRIPT12002: WebSocket Error: Network Error 12002, The operation timed out
     
  4. SCRIPT12029: SCRIPT12029: WebSocket Error: Network Error 12029, A connection with the server could not be established
  5. HTTP404: NOT FOUND - The server has not found anything matching the requested URI (Uniform Resource Identifier). GET - https://www.xfinity.com/error/404?item=%2fundefined&user=extranet%5cAnonymous&site=xfinity&pc=1
  6. reason page can not be found
  7. HTTP400: BAD REQUEST - The request could not be processed by the server due to invalid syntax. (Fetch)GET - https://xtvapi.cloudtv.comcast.net/entity/program/5070814873803149112/watchOptions/?freetome=off&emb...
  8. { "reason": "Bad CloudDvr Token", "statusCode": 403, "statusSubCode": "403-103" }
  9. it appears that number 7 is the real issue. When i debug the page and watch the error log as soon as the watch now goes away that error is logged. why is there a bad token being passed?
Contributor

Re: Watch Now disappears within 2 seconds

@arfrc131 I believe that this is exxtremely valuable information. I've had to be relentless calling about this (5tickets and about a dozen people later) I'm not certain we are any closer to a resolution but at least i've gotten them to accept that there is a problem and it is NOT my computer lol. Maybe @ComcastChe can help get that information up to the right people for us.

Contributor

Re: Watch Now disappears within 2 seconds

@arfrc131 I placed a call and left a message with Brandi the T3 support agent that is coordinating with the system engineers on my case to make sure that she brings forward the additional information you've provided here. Hopefully she will call me back soon. Thank you, with us all working together here I am sure it will help!

Official Employee

Re: Watch Now disappears within 2 seconds

@arfrc131

 

I'd be more than happy to help get your issue resolved as well. In order to assist you, please send me a private message verifying your first and last name, as well as the name of the account holder if it's different than yours.  

 

To send a private message click on my name "ComcastChe", then click send a message. 

 

@mmh7, I emailed Brandy last night because I was able to see she is the person working on your ticket. I let her know that you reached out on the forums to inform us of your experience as well. She emailed me back this morning before I clocked in and let me know that this is being investigated by a higher fix agency but she will be following up with you to keep you updated on where we stand. With that being said, I won't be doing any more troubleshooting on your account, but I will continue to follow up with you and Brandy until it gets resolved. Chat with you soon. 

 

 


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Official Employee

Re: Watch Now disappears within 2 seconds

**UPDATE** 

 

The advanced techs have confirmed this is now apart of a national issue they are currently investigating. Our engineering team is aware and in the process of fixing this. Unfortunately, we do not have an ETA. In order for them to know you all are affected, I would like to link your accounts to the ticket they are working. Please send me a private message with your first and last name. 

 

To send a private message click on my name "ComcastChe", then click send a message. 


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Frequent Visitor

Re: Watch Now disappears within 2 seconds

Thank you for trying to help us. I sent the requested info to you via a PM.

Official Employee

Re: Watch Now disappears within 2 seconds

You're welcome! I just completed some troubleshooting and informed the advanced techs of the issue you're having. I'll follow up when I receive an update.

 

If anyone happens to reply while I'm off the clock, I will reach out when I get back in the office. My working hours are Monday - Friday's 2:30-11 PM MST. I appreciate everyone's patience while we work to have this resolved. 


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Regular Visitor

Re: Watch Now disappears within 2 seconds

Add me to the list of people having this issue. It has been almost 2 weeks, Unable to watch any showws from previous nights, just what is live.

New Poster

Re: Watch Now disappears within 2 seconds

I am having the exact same issue. I am on my home network yet the watch now button disapears on anything within seconds

Contributor

Re: Watch Now disappears within 2 seconds

@Ltrain66 Make sure you file a report at least @ComcastChe can likely take your information. Many of us are experiencing this issue. The part that annoys me is the effort that it took from me to get them to recognie this is their issue not mine. 5 tickets and dozens of agents and over 10 hours of my time.

Contributor

Re: Watch Now disappears within 2 seconds

@arfrc131 One of the agents had given me a very small credit, about a dollar for every hour that I was on the phone with them, it is hardly the compensation I feel is required here.

Contributor

Re: Watch Now disappears within 2 seconds

@Karen87110 send @ComcastChe a private message with your name and your ID you log in with for the list.

New Poster

Re: Watch Now disappears within 2 seconds

Any updates on the issue? Still can’t watch shows on demand.
Official Employee

Re: Watch Now disappears within 2 seconds

Hello Everyone, 

 

Sorry for the delay. This is still being investigated at this time. If you haven't already, send me a private message with your first and last names (and the name of the account holder, if different than yours) so I can link your accounts to this investigation and follow up to see if it is resolved on your end once we find a resolution. We appreciate everyone's patience. 


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Regular Visitor

Re: Watch Now disappears within 2 seconds

Any update yet? This is still an issue

Official Employee

Re: Watch Now disappears within 2 seconds

Hi @homedreams

 

No updates yet. The engineers are still investigation. I'm monitoring this conversation and will be sure to follow up when I see an update on my end. If I'm not in the office you may see the change before I do. Either way, I'll be sure to update this thread so everyone who is affected is aware. Thanks for your patience. 


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New Poster

Re: Watch Now disappears within 2 seconds

Been having the same issues since around the end of November

Regular Visitor

Re: Watch Now disappears within 2 seconds

When will this be corrected? this has been ongoing for weeks

 

Regular Visitor

Re: Watch Now disappears within 2 seconds

Any UPDATE?????

New Poster

Re: Watch Now disappears within 2 seconds

My Xfinity is doing the same. So i downloaded the App to my phone. I then look for the show I want to watch, then watch it about 10 seconds on my phone and pause the show. Then on my lap top I go to recently watch shows and The Show I was watching is now on the list and I can then watch it on my lap top.

its a time consuming processs but it will work for the time being.

Comcast please hurry up and fix this ISSUE

Regular Visitor

Re: Watch Now disappears within 2 seconds

Thanks for the info but mine does not work on the phone app or on the computer. 

Regular Visitor

Re: Watch Now disappears within 2 seconds

ANY UPDATE????

Official Employee

Re: Watch Now disappears within 2 seconds

Hi Everyone, 

 

We apologize for the inconvenience. There's still no resolution at this time. Unfortunately, we do not have an ETA. I've created a calendar reminder to check the status of this investigation on Friday and will follow up on this thread. 


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Official Employee

Re: Watch Now disappears within 2 seconds

Hello All, 

 

I just wanted to provide an update since I will be off for the next 2 days. The engineers are still working to find a resolution to the Watch Now button missing. I will follow up again on Monday. Have a good weekend.


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Frequent Visitor

Re: Watch Now disappears within 2 seconds

I tried again this morning and I have a Watch Now button for the first time in a month!

Contributor

Re: Watch Now disappears within 2 seconds

Watch now is working again. Now the question is how will we be compensated for this outtage? 

Contributor

Re: Watch Now disappears within 2 seconds


@mmh7 wrote:

Watch now is working again. Now the question is how will we be compensated for this outtage? 


@ComcastChe@homedreams@samanthadaboss@ONtukogu@Ellealove@karen87110

 

Contributor

Re: Watch Now disappears within 2 seconds

@Ellealove@Karen87110 try now, works for me

Contributor

Re: Watch Now disappears within 2 seconds

Try it now

Contributor

Re: Watch Now disappears within 2 seconds

I think they fixed it now. Let's get ther attention for some reimbursements!!

Official Employee

Re: Watch Now disappears within 2 seconds

Hello All, 

 

I wanted to thank everyone for your patience while our engineers worked to have this resolved. I understand this was a frustrating time for everyone who experienced this. It's been brought to my attention that some customers should have the Watch Now option available again, and some people may still be having the same problem, but we are hoping to have it 100% resolved soon.   

 

Since the Xfinity Stream app is provided for free and other services were not affected by this, the only customers that would qualify for compensation are those who pay for Instant TV or Stream only customers since that is the only way they can access their TV services. If this pertains to you, please send me a private message and I can assist you further. Thanks. 


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Regular Visitor

Re: Watch Now disappears within 2 seconds

Mine started working again a few days ago. I don't have Stream only TV, but do have a husband that hogs the remote (which is why I watch on my computer), does that count?   Smiley Wink

Contributor

Re: Watch Now disappears within 2 seconds

@ComcastChe The reason that this really extremely upsets me is because it took days about 6 calls and multiple hours of time for me to get your support team to take me seriously. Despite having other things available it is my main way of utilizing the service I pay for and was an extreme disruption to me. About 12 hours of my time it took for me to get Xfinity to even admit this is your problem and not mine!!!!!!!!!!!!!!!!!

Frequent Visitor

Re: Watch Now disappears within 2 seconds

I feel the same way and it also my main way of watching TV.  This is not a free service, It's part of a package we pay for and the outage lasted a month. My contract just ended 3 weeks ago and I'm investigating other options in my area now even if they are more expensive.  Hoping there are additional cable companies because I do not want to move to a satellite.  I really do appreciate @ComcastChe's help, but this is not the way a company should treat the customers, especially when they spent time trying to help resolve the problem.

Contributor

Re: Watch Now disappears within 2 seconds

@Shmoobits I completely agree, without your login YOU PAY FOR, the service is not available to just anyone. PLUS there is no reason at all a person should need to call 7 times and spend 10-12 hours to get someone to take their issues seriously!! I am thankfully also out of contract and it looks as if it is time to move on!

Contributor

Re: Watch Now disappears within 2 seconds

@Shmoobits@Karen87110@samanthadaboss@homedreams I have NOT given up on getting some compensation for us ALL who filed reports with @ComcastChe

Official Employee

Re: Watch Now disappears within 2 seconds

Thanks for the feedback everyone. I wish there was more I can do on my end. I did reach out to see what I can do, but when it comes to compensation for these types of known issues, I can't provide compensation. I also wanted to clarify, the Xfinity Stream App is not a paid feature, it's not billed separately for this on your monthly statement. Since customers who have stream only packages can only access their TV services through the app, they would be provided compensation. I apologize for the inconvenience. 


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