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user_8072da
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Visitor

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4 Posts

Sunday, May 24th, 2026 2:36 PM

Paramount Plus’s Remote control issue

I received an email May 17, 2026 advising Paramount Plus automatic renewal occurring for $8.99.

Two days later on May 19, 2026 I received another email advising my Paramount Plus subscription has been cancelled.

I called Customer Service who confirmed it was in fact cancelled so she added it back to my account, but now it was only available as a package with Showtime for $13.99. So she added that.

She then transferred me too IT Service to determine why I couldn’t not open the and log in as requested.

IT had me unplug the box then replug it. They did something on their side. When I opened the app it required either Activation or Signin. The technician has me to sign in. When using both sign in options, once I submitted my credentials, I received the same scream again error message advising Xfinity could not associate my credentials with an account. I verified my credentials several times.

The technician then asked me to go to Chanel 339, the Paramount Plus channel. A movie was in process.

The Technician then said in a few hours I will be able to get to the Paramount Plus Home Screen with the remote so I could select the movie I want. It’s been over 24 hours but the remote still leads me to the activation/sign in screen which of course will not accept my credentials.

Please help.

Question

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Updated 

26 days ago

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EG

Expert

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118.6K Posts

27 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityAbel

Official Employee

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343 Posts

27 days ago

Thanks for reaching out on our Xfinity Community Forums @user_8072da, and thank you @EG for getting that comment moved over. I'd like to do everything I can to help with accessing Paramount+ on your X1 cable box. Are you able to sign in on the Paramount+ website?

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user_8072da

Visitor

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4 Posts

Yes. I can sign in to Xfinity on the web and the iPhone app. No problems accessing my account.

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26 days ago

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XfinityKei

Official Employee

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2.5K Posts

@user_8072da Just to confirm the issue is only with accessing on your cable box?

Have you tried signing in with a different email addresses to see which account the new subscription is connected to? Have you tried both your Xfinity username and your personal email addresses?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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26 days ago

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user_8072da

Visitor

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4 Posts

The error message I’m getting is “Unable to verify your account. Please check your information and try again.”

The sign in prompted for my email address. I tried the sub email address I always use. I also tried my primary (master) email address I originally used when I signed up with Comcast in 1996.

In addition, I tried my User ID that I use.

It is apparent when comcast cancelled my subscription then reinstated it as a different package, something went awry. Nothing on my side changed and I can still sign in to my account in every other aspect using my sub email address. If been using that one for decades.

Please inspect what was done on the Xfinity side that is causing this issue.

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26 days ago

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XfinityRichard

Official Employee

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3.3K Posts

Good Morning. @user_8072da I do appreciate your time and patience. I do see that this has been an ongoing with the Paramount+, some customers were able to get logged in by doing the following. Can you try the using your remote, go to the Xfinity button to select On Demand. Go to Apps and find Paramount+. Select, and sign in.  You may have to update your password. Once signed in, you can select the program you want and/or review episodes.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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26 days ago

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user_8072da

Visitor

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4 Posts

Okay. On the remote I pushed the Xfinity button and select Apps. Paramount Plus was available. I selected it and it did open to the splash screen allowing me to select and play the move of my choice, as it should. I tested one movie and it is functional properly. Hence this route to Paramount Plus is fine.

They only issue then is when you use the voice option and say “Paramount Plus” it brings you to the sign in screen and we already know that screen doesn’t access my credentials.

So I’m okay now but Xfinity has a little work to do.

As a helpful note, the voice option on the remote works properly as intended.

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26 days ago

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