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user_ds6rvr
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2 Messages

Monday, September 16th, 2024 5:19 PM

Xfinity internet required

Until about a week ago, we had no trouble accessing various apps such as Netflix, Peacock, YouTube, etc. But now when we try to access any of those apps, we get a message that Xfinity Internet is required and it suggests we log in and purchase that service. But, we already have Xfinity Internet. Several calls to support have led to setting up a support ticket but it doesn't appear that any progress is being made. I'm being told that I'm one of many people with this issue around the country (I'm in Philadelphia, PA). 

Has anyone figured out a solution to this problem?

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2 months ago

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XfinityXanadu

Official Employee

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300 Messages

2 months ago

Hi @user_ds6rvr, are you trying to access these apps from a X1 box or from a Xumo stream box? A bit more information of where you are seeing in this message and if there are any error codes or anything in addition to the message saying Xfinity Internet is required? Also, are you subscribed to the Xfinity StreamSaver?

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user_ds6rvr

2 Messages

On my 5th call to customer service, I finally reached a very good technical person (located in the Philippines) who, after spending quite a bit of time, was able to figure out what setting was wrong. I'm not sure exactly what the problem was since all of the changes were to settings accessible only to Comcast. Apparently, something was set incorrectly which resulted in our boxes not being able to recognize that the Internet was there. Once she made those changes, all of our boxes were able to access the streaming services. 

The incorrect setting was apparently a result of a change made when a Comcast repair person was here last week to correct an issue where none of our secondary boxes were able to get any TV service. Hopefully everything will now keep working correctly.

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2 months ago

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XfinityGabriel

Official Employee

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1.9K Messages

 

user_ds6rvr, Oh, no! I am so sorry to hear that the incorrect setting caused the issue. What we can do from here is keep this conversation open and see how it goes over the next 24 hours. How does this sound?

 

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.
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2 months ago

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XfinityThomasD

Official Employee

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962 Messages

user_ds6rvr Just checking in to see if you have noticed any further issues accessing your streaming services?
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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2 months ago

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