Contributor
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40 Messages
Missing channels on stream app
We had an outage yesterday. Since then my xfinity stream app on my Samsung phone, iPad, roku, and Samsung TV are missing channels
Im missing espn and many others when I can find them I stead of the watch button that was there I only see a subscribe button. Also when I try to log into the espn app with my xfinity credentials it says I need to contact my provider to upgrade my package.
Im missing espn and many others when I can find them I stead of the watch button that was there I only see a subscribe button. Also when I try to log into the espn app with my xfinity credentials it says I need to contact my provider to upgrade my package.
whitmer_david
New Poster
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2 Messages
3 years ago
I have this same issue since last Friday. After 3 phone calls and a trip to an xfinity store, I was told it would be fixed on Saturday. It is not fixed and I have had no follow-up communication.
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thebditch
New Poster
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2 Messages
3 years ago
Same here , this morning, says I need subscriptions as the channels are not included in my current subcription, even though I am paying for them and can watch on the regular TV!
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mirb17
Regular Visitor
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2 Messages
3 years ago
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user_4d1d3f
Visitor
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2 Messages
3 years ago
Was this situation ever identified?
Happened to me yesterday in Ft Myers
Hate to waste my day calling support....
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user_56dac7
Visitor
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1 Message
3 years ago
I’m in Naples and the same has happened to me this morning. Most of channels missing from phone and tablet. Will check again tomorrow before going to the store Monday
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user_c2f377
Visitor
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1 Message
3 years ago
I am also in Fort Myers and I am having the same issue. Hopefully it will get resolved soon. It looks like it is not just me in this area.
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user_b4ec9b
Visitor
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1 Message
3 years ago
I had success by unplugging my modem for 20 seconds & plugging back in. After launching xfinity stream, all channels were back.
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user_662c26
Visitor
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1 Message
3 years ago
Same issue - modem reset does nothing. Neither did logging out/in app nor remove and adding back apps. TV works fine with set top box but Streaming App on Android, IPad, and Roku do not show correct channels. Yet the streaming via website does work. Spoke with Tier 1 support for about 45 mins then put through to Tier 2 for about 30 mins. Re-entitlement of the devices did not work. She ran another test that ran and it started working when the test was past 80%. She mentioned that she had to do something for each device one at time before running some type the diagnostic test that ran for 3 minutes. But she did mention that she tried the re-entitlement and that was not the problem. But I was not sure what the key was that was performed on the backend to get it up and running.
Very similar to the issue and solution also reported on the Xfinity forum. One thing I noticed is that it worked for approximately a year with no issues, but very recently my IP address changed. I think that information may not have been propagated to the part of the system that the App uses for permissions. Because the each device app displayed channels that I have access to - yet it showed that I needed to subscribe to view them (or in some cases would not even list the channel). So in the end it seems to be a disconnect likely related to an IP change on the cable modem that was initiated by Xfinity.
The frustrating part of this whole ordeal is the automated Xfinity tech support making it very difficult to reach a person. At one point it was asking questions through texts and when I go to the part where it asked about the problem with channels displaying, it made the assumption that the three options it provided would fix the issue (none of them applied/work to my situation) and it stopped sending further troubleshooting steps. Not even asking if it worked or if I needed to speak to an agent. Seems that Xfinity makes it VERY difficult to get proper support for difficult issues. Instead, they make assumption that all users can fix things online using canned procedures. But in this case, and others, the issue can only be resolved by technicians accessing, setting, or otherwise making changes on the backend system.
(edited)
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user_aa406e
Visitor
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1 Message
3 years ago
I am in California and having the same issues. I’m at my son’s house and cannot access my tv to go channels. Text my daughter at home and everything is fine at home. I recently moved and my account still has my old address which I could not change nor the kid on the phone. This morning I received an automated text message from them wanting me to take a survey as to why I cancelled my service! I also noticed after my move that all communication was as if I was a brand new customer! Very frustrating. My purchases are also gone and the downloads I had are also gone. I deleted and reinstalled apps. I’ve signed out and signed back in...so disappointed and frustrated right now. The kid I was speaking with couldn’t fix any of my issues so now I have to wait for someone else to call.
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user_94a01d
Visitor
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1 Message
3 years ago
I am having the same issue as well, and nothing (modem resets, etc.) appears to come close to resolving the problem. I've reached out to customer service representatives as well, but the recommendation is generally to just log out and back in, which does not resolve the problem. I have returned my X1 cable box recently, but various documents/guides note that it isn't needed to access the channels already paid for. Not sure I have much of an option aside from completely cancelling service at this point and finding a different provider.
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user_ef1db0
Visitor
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2 Messages
3 years ago
I signed up today and I am also missing channels from the lineup. Deceiving business practice.. this is ridiculous
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