Can’t get local channels

user_rsx7mr I apologize for the confusion and frustration caused by the "Go To Channels" message on your new Samsung Smart TV and phone. This is a common issue that occurs when the Xfinity Stream app doesn't properly recognize that your device is connected to your home Xfinity Wi-Fi network.

To view all your local channels, the app must confirm you are "in-home." Your older TV with the Fire Stick works because it likely uses a different, older service configuration.

Please follow these steps to quickly resolve the issue:

 Steps to Restore Local Channels
1. Power Cycle Equipment: Unplug your Xfinity modem/router and your Samsung Smart TV from the power outlets for one full minute.

2. Restart: Plug the modem back in first, wait 5–7 minutes for the internet to fully reconnect, and then plug the TV back in.

3. Relaunch App: Open the Xfinity Stream app on your Smart TV. This power cycle forces the app to re-verify your "in-home" status, and your full channel lineup should appear.

4. Phone Check: On your phone, simply ensure it is connected to your home Xfinity Wi-Fi network, then close and reopen the app.

If you try these steps and still can't access your channels, please let us know by sending a direct message with your full name and address so we can investigate your account provisioning.

 

To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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