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user_s7qizg
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Thursday, May 28th, 2026 2:08 PM

Refund for NowTV since it hasn't worked with my newer LG TV

I have a 2025 LG OLED TV and went to streaming services in part because Xfinity and LG should work together. The error code is TVAPP-00195, "This package is not yet available on this device." They never have after hours being on the phone with Xfinity. I was eventually told this was an outage and it should be resolved in days. It never was. I've cancelled NowTV and will ask for a refund.

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6 days ago

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XfinityRaul

Official Employee

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2.8K Messages

17 days ago

@user_s7qizg Thank you for making us aware that you weren't able to use the NOW TV service on your LG TV. You may reach out to our customer support to request this credit by dialing this number 855-870-1311. You may also chat with our Xfinity Assistant by scrolling to the bottom of the page when visiting this link https://www.xfinity.com/nowtv.

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user_s7qizg

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The Xfinity Assistant didn't work because I couldn't directly say it was a service outage that started Feb 8. The 855-870-1311 call didn't work well since the agent had only limited authority to issue the credit and a 1-ish hour hold to speak with a supervisor (Jay 22634) only partially got me my requested refund and credit.

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8 days ago

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XfinityEmilyB

Official Employee

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2.9K Messages

 

user_s7qizg I appreciate you reaching out to our NOW support team for help with your NOW TV service issues. Although my team cannot access NOW accounts or apply credits, we have a dedicated team that has all the tools available to address your concerns :). You can reach them here: https://www.xfinity.com/support/now. 

 

- XfinityEmilyB

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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6 days ago

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