No X Stream update available for iPad 2

[LikesRepeating]

iPad 2 is listed as compatible with X-stream, but error message, "Update Required" prevents it staring up. This update fuvor just started in late September. The problem, there is no update available for older iOS like iOS 9.3.5

My question, Why Not?

[Rustyben]

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@LikesRepeating wrote:

iPad 2 is listed as compatible with X-stream, but error message, "Update Required" prevents it staring up. This update fuvor just started in late September. The problem, there is no update available for older iOS like iOS 9.3.5

My question, Why Not?

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time to upgrade. i had an ipad mini 2 same issue. now using ipad 10.2 inch and it is great and cheap since no sim card (only wifi). ipad 2 is stuck at 9.35 and stream needs 12.0 now. older versions work for a while then are cut off. 

[NiseyNisey]

I’m having the same issue! So frustrating! They’re basically forcing me to buy a new device when my old one works just fine. I was planning to get a new iPad at the end of the year, but now I can’t watch any shows at all on my device. Last week, I could bypass the message. Today, now it’s literally blocking me from watching anything. How. Annoying. Sheesh.

[Rustyben]

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@NiseyNisey wrote:
I’m having the same issue! So frustrating! They’re basically forcing me to buy a new device when my old one works just fine. I was planning to get a new iPad at the end of the year, but now I can’t watch any shows at all on my device. Last week, I could bypass the message. Today, now it’s literally blocking me from watching anything. How. Annoying. Sheesh.

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the 16 bit older devices just can't run the new 32 bit apps - the hardware is too out of date. I had to update too.

[Kingtp]

I have the same problem why has Comcast done this and just eliminated perfectly good working iPad. I think I'm going to drop Comcast I think I'm done. 

[HADDAMITE]

Are there any other options to stream tv and recorded shows other than the Stream app?

Is there no backwards compatability to use the previous version of the Stream app?  It seem od (terrible) that Comcast would fail to support older devices for paying customers.

[eastmoreland]

My post seems to have been deleted.  At least, I can't see it anywhere.

I too have the same problem, with an iPad running IOS 10.3.3 (that's the latest version that will run on it).  Stream worked fine on it two days ago, and then yesterday it stopped working, giving me the same "you need to upgrade your app" (or whatever) message that others here are reporting.

I've contacted tech support and they are escalating my problem to the next higher level.  But this is very frustrating and seemingly unnecessary.  Stream was running just fine on my iPad.  No need to cut me off.  I've been a Comcast customer for more than 20 years, and this may be the issue that drives me away.

[eastmoreland]

In part of the debugging process when I contacted tech support, I was asked to delete and reinstall the app.  When I did that, the app store gave the message that the newest app wasn't compatible with my system and gave me the option to dowload the newest compatible version.  That version loaded just fine, but wouldn't stream anything.  I guess that's what "compatible" means now.

[HADDAMITE]

Yes, I tried re-loading to newest compatable version last week and it worked fine for ~5 days until it started giving the 14001 error code again.  When I tried doing the same thing last night it failed to stream right from the start.  That's part of why I wonder whether it is a bug preventing backwards compatability.

[Cc5656]

Frustrating! I have this iPad for the sole purpose of watching the stream app while using the treadmill. Bad enough I’m paying $320 a month to xfinity and now They are forcing me to buy a new iPad too??? The iPad works fine and it’s sole purpose is to run Xfinity stream in the basement. I don’t want to buy a new one. Continued waste of money

[YCC]

We have iPad 3 and iPad 4 for the sole purpose of watching  Xfinity Stream TV in the kitchen and for the portability.

Please just release a version for ios 9 so we can continue to use our old devices for entertainment, instead of donating it to the landfill!

We don't care for any special features, just need the TV channels and able to watch recordings.

🥺

[eastmoreland]

I had an EXTREMELY frustrating exchange with customer support today.  I received a call FROM Comcast saying they were getting back to me about my escalated call.  It was an automated message, and when I responded that I was me, they said they'd connect me to the appropriate person.  Then I was put into the phone queue where I waited for several minutes. 

When a person answered, he was an ordinary agent, not part of the escalation team, had no idea who I was, and didn't even work in the appropriate department.  Anger on my part ensued, and he said he'd transfer me to the appropriate escalation team person.  Or rather, the phone queue for that team. 

When several minutes passed and someone answered, he didn't have a clue who I was and was not at all familiar with my problem.  (Remember, they called me.)  So I spent several minutes rehashing the whole problem, even though he should have had a transcript of my earlier tech support chat.  Finally, he realized he couldn't do anything about this and it needed to go to the app development team.

But, at Comcast, you can't just talk to these people.  No, not even he could.  He had to go into some sort of chat mode with them and wait for them to get back.  This took at least 10 minutes while I was on hold.  Then he came and said the development team said they only supported IOS 12 and above.

I asked why Stream had worked flawlessly two days before (Sunday), but stopped working on Monday.  And when did they inform users that they were going to stop supporting earlier versions that seemed to work just fine?  Of course, the escalation agent, not being on the development team, had no answer for that, but promised to communicate again with that team and would get back to me if anything happened.  i.e. "would you please go away, I can't help you."

After expressing my disgust with technical support, the development team, and Comcast in general, I demanded to speak to a supervisor (I had escalated myself into total A-hole mode, on purpose, just to see what would happen).  As you might expect, there were no supervisors available.

To top it off, at the beginning of the call, I was asked if I wanted to participate in a survey after my call, in which they would call me back.  I said yes, and was ready to express my displeasure again when that call came.  But, guess what, it never did.

Bottom line, I have no idea if Comcast will correct this problem for those of us with older iPads.  If I hear more, I will post more.  But for me, this was one of the worst examples of terrible customer support that I have ever witnessed, and I've been witnessing support, good and bad, for almost 40 years.  I know I lapsed into anger, but THEY CALLED ME to update me on my escalation ticket and instead wasted about an hour of my time.

[Rustyben]

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@HADDAMITE wrote:

Are there any other options to stream tv and recorded shows other than the Stream app?

Is there no backwards compatability to use the previous version of the Stream app?  It seem od (terrible) that Comcast would fail to support older devices for paying customers.

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devices have hardware that become obsolete over time. I've had to replace tablets and ipods for same reason. if you want to watch on a TV, the Roku is available but its hardware will become obsolete over time too. 

[elizabethmeson]

You notice they never answer about the error message 14001 or about older iPad compatibility to xfinity tv streaming. Does Comcast just ignore the problem? Can we get someone to solve these issues? Do they think we can just throw out an older but good device and get those expensive new ones? I'm sick of it!

[elizabethmeson]

They tell you they are escalating the issue to a higher level, but it just bides them time to ignore you

[YCC]

Only respond is from Rustyben "the expert", which is not very helpful at all.  He suggest we just throw away our "old" perfectly good iPads and spend $$$ on buying new iPads.

[eastmoreland]

Well,  a manager finally called me back, said basically that he couldn't do anything for me, but suggested I post my concerns in a forum that one of Comcast's VPs has set up to get direct feedback from customers.  So I did,  posting essentially a copy of what I posted above.  Here's the reply I got today.

Thank you for reaching out to the Office of Tom Karinshak. My name is Luke. We are truly grateful for the time you have taken to type out this email. We also appreciate your engagement as we value the opinions of our customers.
 
From what I understand, you are unable to use the Xfinity Stream App since your iOS version is 10.3.3 and you are unable to update your iOS version to 12. As a consumer myself, I can truly understand wanting to ensure my apps work with my devices. Please accept my most sincere apology for any inconvenience and distress you may have endured.    
 
Please realize, as technology evolves, so does the applications and coding that is within its hardware. This is why we state the application is compatible with iOS versions 12 and up. I have submitted your concerns to our developers for further review.
 
I appreciate you contacting our office and truly thank you for your feedback. If you have additional questions or comments, I would be happy to address them as well. We truly strive to provide you with an exceptional customer experience in every interaction. Thank you for being a valued Comcast customer.

So, in summary, they can't form a coherent sentence about why they're doing what they're doing, but they're sticking to their story and tough luck.  And, oh, by the way, we value you.

[Cc5656]

The wording is almost identical to the response above (insert eye roll here)
Bottom line is they should have a version of the app that is backward compatible. The app was working just fine with our version of iOS. There was no reason for them to make it stop working. If we had issues in the future they could have said it was an “unsupported version of the app. So there is nothing they can do to help” but we would be able to use it. So when our iPads die we can buy a new one and use the new version of the app. My iPad works perfectly. So now I have to throw it away? I only use it for the Xfinity stream app. (Hopefully that made sense I’m rambling)

[YCC]

eastmoreland

Where do we post our complain to the VP regarding this issue?

Maybe you can start a new message tread telling everyone where to post their frustrations to the VP about this?

THANKS!

[eastmoreland]

Here's the forum they told me to use to communicate to the Comcast VP:

support.xfinity.com/svp-contact-form