I know this is an old discussion, but I want to follow up that I experienced this issue in May 2020 and was able to get it resolved, although not specifically in the method that Rustyben explained. I had recently moved from one address to the other. When you move, Comcast creates a new account for you, and this is very clunky. My billing was a mess for a month, for instance. Regardless, I now understand that the Xfinity app on my Roku was authenticating against my old address. To resolve this, I did the following:
- Log into xfinity.com
- Near the top-right, there should be an Accounts drop-down where you can choose both your old and new accounts/addresses; from here, choose "Manage or Link Accounts"
- On the following page, your old address is probably set as "PRIMARY"; click "Make This Primary" for your new address
- On your Roku, if the app is already installed, you'll need to re-authorize; the best way to do this is to delete the app and install it again
- When authorizing the app, it will give you an authorization code that you enter at xfinity.com/authorize; this time, it should authorize against your *new* primary account
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