Xfinity app stopped working on my Roku today Help

@XfinitySheila​ Today, the Xfinity Stream App is no longer working on my Roku. I tried checking if there was an update, it's up-to-date. I tried restarting my Roku / Sharp TV and no fix. It keeps returning me back to the Main Menu when I try to boot up the App.

Same thing is happening to me starting today.  Have you been able to resolve this and can you please share how?

Same exact thing. Xfinity stream suddenly not working on two Roku devices. Works fine on non Roku devices. 

I have the same problem in my onn roku tv please help!!!

No problem 👍 We can't thank you enough for the update and for bearing with us. We're glad the Xfinity Stream app is working on your Roku as expected. Have a good one! 

@XfinityJosephA​ The issue has returned.  I haven't made any changes on my end.  I just sat down and opened the Xfinity Stream App on my Roku and it says I'm not on my home Wifi again.   I double-checked and it is definitely connected to my home network.   I would appreciate additional help to get this fixed permanently.   It's extremely frustrating that I'm not able to watch the Xfinity content I'm paying for as I had planned tonight.

@cs4xfinity

Thank you for letting us know about this. We are happy to help. Are you receiving the same TVAPP error code as before?

Yes.  TVAPP-00101.   I checked again and it is still not working.   Please let me know what to do to get this resolved.  Thank you.

Thanks for letting us know @cs4xfinity! We'd like to take a deeper look here. Could you please send our team a private message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

@cs4xfinity​ The issue occurred again today - 1 month after I first experienced the problem.   I had to contact support again and go through the same steps to get it resolved.  They had to send a reprovisioning signal to my modem.   Once the modem was back online, I had to log out of the Xfinity Stream app on my Roku and then log back in.   After accepting the terms of service, it was working again.   Obviously this isn't a permanent fix since the issue is re-occurring for me, but it does seem to help as a temporary solution.  

Hi,

I spent 5 to 6 hours on line today with Xfinity Chat live agent for the same issue. We have one Xfinity account and stream with Roku on 2 TVs. The system has worked for years and we have updated Roku periodically.  Today, system worked fine on TV1 and in the am for tv 2 but then in the pm  Xfinity directed TV2 to sign into account with new Pass number and then stated that TV access did not exist for TV2.  I spoke to 2 techs who could not resolve the issue.  The second one insisted it was a TV issue and I should speak to the manufacturer, despite the fact that tv2 streamed all other platforms EXCEPT the Xfinity.  I repeatedly asked the tech to check which devices were associated with my account (because could no longer find that info on line) and he did not do so. Yet, I had several prior emails that we needed a new tv box (doesn't exist for streaming like cable has, unless they were referring to new Roku boxes?) and the tech and site kept suggesting that we update (increase) our plan, which we did not want to do.  There were no error messages except to tell us that TV2 could not access tv without paying for it. The tech checked the modem and everything was fine. He then dropped our conversation. The 10th time I tried a passcode, it worked and now tv2 is streaming xfinity again. I truly believe that when Xfinity is trying to pump up sales, these issues arise more often. When we had cable, on 2 different occasions we lost temporary access to usage because our contract time was ending in another month and they wanted to sell us a different package.  This time the tech tried to convince me that the TV could sever one streaming platform, Xfinity,  and still provide all the others while the one modem from Xfinity still provided all the platforms to TV1.  Sorry, but I have enough tech background to know that to be untrue.  Tomorrow I'll call customer service for a credit to the account because I believe the cause of the issue was their update that removed a device from the account.  This occurred once while we had cable so I know it is possible.

I spoke to Xfinity they told mey TV was

no longer compatible for the app 

The only thing that has worked for me is getting in touch with someone from Xfinity support and having them send a re-provisioning signal to my modem.   This isn't a permanent fix, but at least it lets me stream again.   Good luck and hope they come up with a permanent fix.

Good Afternoon @user_697145 We did have a known issue with the Stream App specifically on Sunday, September 10th, usually generating error code 500 or some variety of TVAPP errors, but this should be resolved. Are you still experiencing these issues? 

I am having this issue starting on sept 19, 2023. Spent hours on the phone did all the steps mentioned above still nothing. Was told they were going to escalate but I have been told that before and no one has ever contacted me or resolved the problem. This is frustrating. Please advise. 

@user_a426ad I am sorry to hear that you are having issues with your Roku. I want to make sure we are respecting your time and not repeat the steps you have taken previously since you mentioned already troubleshooting. What troubleshooting steps have you taken (as a few different ones have been mentioned in this post?) Is your Roku up to date? I would start by rebooting your modem. Ensure that Roku is linked to the same network as your Xfinity device. Once confirm can you reset your Roku account credentials and re-login.

I had the same issue. I also have the storm ready device. May be the same with pods. Although I was connected to my home network. I was connected through the storm ready device. I found this out by checking my wifi connections in the app. Once I disconnected the storm ready device and let the roku connect to the gateway everything works fine. Good luck!!!!

@user_6fbbdb, Thank you for reaching out to Xfinity Support. I'm sorry to hear you are having issues with the Xfinity Stream app. Please let us know if you are still having issues, so we can troubleshoot with you. 

I'm having the same problem, on a chat for 30 minutes,  no help. All they could say is wait and try again

I’m having the same problem as first described at the start of this message. 

I am also having this same problem. If someone from Xfinity could post on status here that would be great as it's clear this is a systemic issue.

I tried again about 5 hours after I posted this and it was working.. Had to log back in and accept new terms but worked.

Hey there, @user_d4b76b, thanks for reaching out here on Xfinity Forums! Were you able to get this issue resolved? We would be happy to help with troubleshooting! Have you tried any troubleshooting steps already? 

@user_8bc715 I am sorry to learn you are having an issue accessing the Xfinity Streaming app on your Roku device. Are you seeing an error code? Also have you tried to remove and add the app back to your Roku? 

@user_a077bf Thanks for connecting with us here. Have you attempted to delete and download the Xfinity App again? Please let us know if this works. 

Thanks for those details regarding the issues with your Roku, @user_n3tjrs. We definitely want to ensure you are able to stream using your Roku. Have you checked to ensure that your Roku does not require an update and is running the latest version? 

I’m having the exact same problem! When can we expect a fix for this?

Hi there @user_59ecc0 Is this still happening for you? If so, please make sure that you update your Roku firmware and the Stream App and see if it works for you then. Thanks!

@XfinityFrank​ This problem is on Xfinity's end ... not Roku. Xfinity passed me off to Roku and Roku said that Xfinity needs to fix their app.

Thank you for reaching out to us @Jkm1989! Could you please clarify the issue you are having on the Roku? Are you seeing an error message or error code?

Had the same issue today, reached out to service (which is exhausting) and had them send a reprovisioning signal, after that, everything works again- good luck getting someone at support who will try (first) what I've suggested

Hey there, @mtnlvr00! I'm sorry to hear that you're having similar issues using the Xfinity Stream app on your personal Roku device. As someone else has mentioned, we might be able to help by sending an account refresh signal or creating a ticket for our engineers to take a further look. Have you done this yet by creating your own post and requesting assistance?

I am sorry to hear that your app is not working on your boxes @dkaegi Can you confirm the boxes you have are listed here: https://www.xfinity.com/support/articles/activate-xfinity-tv-app-on-roku as compatible models? 

Having same issue please help, I do not feel like canceling whole house of services (phone/cell/internet/cable). I was instructed I only need 1 box because I have all Roku and Samsung smart tvs that are compatible with the stream app. I’ve spent all day from 4:00pm est until 10:00pm est on the phone with Xfinity trying to troubleshoot and figure out why I’m receiving error code: tvapp-00195. I have brand new service with 2022+ Roku smart tvs. Please help!

Good evening @Rrose904, and thank you for posting on our Community Forums with your streaming concerns. We are sorry to hear that you are also receiving the tvapp-00195 error code. We understand your frustrations and assure you that our team is here to help. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account? 

To send a "Direct Message" ("Private") message: Click "Sign In" if necessary

• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

We look forward to hearing from you! 

Having same issue ... stopped working after updating Roku firmware today ( 1 Nov 2023 ). Deleted app, reinstalled, re-authenticated through xfinity.com/authorize , but every time I select the "Xfinity Stream" channel, it starts to load then bounces back to Roku home screen without error code rendering it useless. Apple TV and other channels work fine through the ROKU device. Hope someone can find/post a patch, workaround or other solution. Xfinity is way too expensive not to be useable. 

THIS IS RIDICULOUS !!!  My Roku, all of a sudden, keeps going back to the home scream when I try to srean Xfinity.

@user_3nj5v6​  same here. It must be on their end. Very frustrating!!

You can add me to this group. I've reset my modem, and Roku, deleted and added back the Xfinity app on my Roku. Still no Xfinity stream!

I’m having the same problem, go to Xfinity and it goes back to home screen