All Live TV Giving TVAPP-00116 error on Roku (with no changes)

For me, it's just on Roku that I am seeing this.

It’s happening on all my TV’s. Some us a Ruku stick and others use a Firestick. I can’t watch any of my DVR recordings or live tv. 

I just had this problem about an hour ago, it's got to be on the modem side, 

things I've tried, 

-restarting gateway (remotely with Xfinity app) 2x

-restart Roku

-cleared cache on Roku (using remote cheat code)

-signed out of Xfinity stream app

-reinstalling Xfinity stream app

-tested the app on my phone, I was able to stream from there.

-switching from wireless to wired

the only thing that worked for me was unplugging my modems power and disconnecting the coax cable for 30 seconds. I also hit the reset button to drain remaining power in the modem(unplugged)

good luck 

@XfinityDilary​ 

I am seeing the same thing no TV channels and air message

@Brocktoon We are happy to hear you found a resolution, and share it as well. Thank you! 

I am getting this error as well.  Just my tv. Can stream through my phone and computer.

how do you do a reset?

@XfinityChristy​ not working on my iPhone or Apple tv apps as of 6:30pm 10/3/2024. 

@user_2xjdr8 I appreciate you making us aware that you're also getting this error message on your Roku devices.  I would be more than happy to help figure out a solution to this problem. 

You mentioned that you have restarted your Roku devices. Have you by tried clearing out the cache and cookies on your equipment? If not, unplugging the power from your Roku TV or streaming device for a few moments will clear the cache and cookies.

@XfinityRaul​

Doesn't work, even un-installed app.

Hello @iampc, thank you for taking the time to reach out on social media.  I understand your concern with the error, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

Only affecting Roku Devices.

Hi there @user_neb1a5. I am sorry to hear that you are having troubles our service. You are in the right place and we would like to help you out today. Are you still experiencing the same issue?

@user_neb1a5​

I tried this yesterday and, although it did not work at first, I am now able (as of this morning) to use the Xfinity streaming app through my Roku device.

@user_2xjdr8 Great, I'm glad to hear it's working for you. Let's keep an eye on this so we can continue troubleshooting if the same error message reappears. Until then, is there anything else I can help you with? How's your internet service working out for you?

Update: Now it's out again. I'm not sure what is going on with the streaming app and Roku devices, but this is clearly an issue that needs to be fixed! As an aside, the Xfinity streaming app on my phone is now telling me that I do not have a subscription to view a channel I can watch on my main television (without a Roku device)!

@user_2xjdr8 I'm sorry to hear this issue with the streaming app has returned. I would like to take a close look at your account to see what we can do to fix this.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

Interesting that you have not helped. You say a lot of "comfort" words, but you have done nothing to help. You have added to the frustration of these people trying to use YOUR service. Can you do anything to help or are you just a cheerleader? If it is the latter, please stop and do something that actually helps.  

We will get a refund for each day it is down. 

@SavageTX

Hi there! Thanks for reaching out. I can understand the inconvenience that is caused by experiencing errors when streaming. I am so sorry to learn about this experience. Are you still experiencing this issue currently or has the issue been resolved?

Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the subscription channels. I would be more than happy to offer my assistance looking into this further for you. Are you still seeing an issue with this?

Hey @user_dea687, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity Video services. 

We’ve identified the issue affecting some customers’ Xfinity TV services and are working as quickly as possible to restore service. We apologize for any inconvenience and thank you for your patience.

I was having the same problem I even  removed the app and reinstalled it still no luck. Then I went to homepage on Roku, highlighted the xfinity app, hit the star button on my remote and it gives you a option to restart the app. After doing this mine worked fine. Dont know if this fixed it,  or they solved the problem but mine is working now.

I tried this on mine and it didn’t work.

I do not have an option to restart.  

@user_llnrjj​ 

go to downdetector.com and report the outage. [Edited: "Solicitation"] 

@user_iymmpo​ thanks very much for the tip. I reset the xfinity app and now my tv channels are back. Like most of you, I was having these issues on my roku TVs, which I've only experienced today. I tried all the things mentioned, with no joy, until resetting the xfinity app in the roku's menu.

I thought I may have forgotten to pay my bill or something.. tried the support chat but I was #2780 in the queue. Lol.

The only responses from Xfinity have not been helpful.  My wife has been doing a live chat with a guy and he says it is an ongoing problem but has not provided a fix. They know they messed something up and do not have a quick fix for it, or possibly have no idea what they did.    

@user_8bxaiy​ 

I have the same issue. My saved shows are working. Mine stopped working around the same time.

@user_5e909c​ or maybe they got hacked. It's unusual that it would take over 10 hours to fix whatever the problem is. 

Hey there user_8bxaiy, thanks for sharing that error code you're seeing. I know the Stream app is a great way to enjoy your lineup conveniently on your streaming devices, plus it saves money on equipment, so I can understand how annoying this would be. Are you able to test any other devices to duplicate the issue? 

hdrkus thank you for using the Community Forums page to reach out. It appears that this is a known issue which is in the process of being resolved by our backend engineers.

@user_jw05pv

We do apologize for any inconvenience there was a known issue with our TV services letting customers know they need to subscribe to their subscriptions.

Our back end team was working on a fix and most customers have reported back to us that their TV services are working as they should be now.

are you currently receiving subscription notifications when you go to any of your channels?

Hello @user_8d4k76, thank you for taking the time to reach out on social media.  I understand your concern with the channels, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I agree with your post. Xfinity needs to own this.

@Bagogas​ lol. I was 2136 in line 

This is my frustration with xfinity. Some TVAPP error happens and instead of acknowledging it and saying "hey, we are aware and working on it expect services to be back up at XX time" no its:

1. Contact support

2. Support makes you jump though hoops

3. nothing works

4. support says well use your phone or laptop until fixed

No babe, I pay for services and expect my services to work uninterrupted on whatever device I choose to use. When it does get interrupted I expect a solution when I contact support. Not a runaround. 

@Bagogas​ I agree with your post I was waiting with the same issue in the chat then was disconnected talk about upset. I still do not have service

@user_2xjdr8​ I agree! They're wasting people's time with these bandaid solutions they know won't work. They need to communicate to customers what's going and give a real estimate as to when they think it will be fixed.

@user_y2m3r2​ , not sure why it would relate to my cc on roku? Only issue is with xfinity app on roku ?

@user_6a3rlb​ May your life, and the lives of the Roku people who assisted you, be filled with many blessings. Thank you, this fixed my Xfinity app.

So glad this worked. Repeat these steps on all streaming devices with the Xfinity error. Happy streaming. Two Roku technicians worked with me. Very thankful to the Roku teams.