Xfinity app and beta stream for roku

[Johy]

Local channels and local channels in HD have simply disappeared who knows how many more. Not in list menu or search option. It’s happened on both beta stream for Roku as well as xfinity app in any device I have I do have those channels in my package and do watch them from my cable box. It’s taken me 3 unsuccessful calls of endless troubleshooting. Last call got escalated 4 times and after 1.5 hrs they still needed to escalate and investigate more so they said a call back in 48-72 hours. Nice people but xfinity technicians have very little knowledge. They were focused on my package preference and my mobile device details when I kept stating the issue is app or my profile because the missing channels happen regardless the app I use and device I use. Even worse knowledge when I read app reviews with latest update done to the app and then find this forum which describes same issues by different users experiencing this over 1 year ago. Does that mean xfinity have a level of incompetence but remain with high prices? How come they continue to do app updates and more and more customers are increasing the same issue over time? How come if these comments on the blog have been reported over a year ago and when you call xfinity fro troubleshooting they have no idea of this? Like if it was the first time this is being reported. Crazy one day you have the channels on app, next day disappears. No one knows, no explanation. No fix.

[Rustyben]

use of beta apps is not for everyone. you must have patience and understanding while it is being tested. It is a free item to use at the moment. There have been many posts about this issue. you didn't state what service you have (X1, non-X1, TV card, instant TV). In most cases it is because you do not have HD service on your cable bill (a line that says HD Technology fee) at $10/month or if included in a package, a line for the fee at $0. if not line the HD channels do not appear. 

[Johy]

Your answer is inaccurate but very much appreciated. I mentioned the issue happens in the same xfinity app as in the beta version for Roku. It’s not the apps. I have received 2 follow up calls that must have been embarrassing for the reps that called to say issue hasn’t been fixed. But is getting escalated again. First call for status they said They found the issue: I don’t have local channels. I just laughed because I figured that out way before my first call reporting the incident and said it in every call. Impressive findings from xfinity experts. Lol Furthermore they said they needed another escalation. I mean 4 escalation levels within calls have not been enough. They also mentioned the issue of missing channels is by area. Second follow up call was today, asking if issue had been fixed. I replied no. I’ll just sit and wait for 10 more follow ups and and hope for more users start speaking out. Or wait for these blogs to be escalated to Xfinity upper management. Ridiculous and beyond incompetent the team of experts that can “fix” the issue.