Urgent Assistance Required: Inability to Access Purchased Movies After Service Disconnection

Subject: Urgent Assistance Required: Inability to Access Purchased Movies After Service Disconnectio - Account [Your Xfinity Account Number Here]

To Xfinity Customer Service and Technical Support Team,

I am writing to formally request assistance regarding an issue preventing me from accessing movies I purchased through Xfinity. I disconnected all of my Xfinity services in February 2025.

I was able to successfully access and watch my purchased movies via the Xfinity Stream app and web portal until approximately April 2025. Since that time, whenever I attempt to sign in to Xfinity Stream (either through a web browser or the dedicated streaming service app), I encounter the following error message:

"Something went wrong We're sorry, something unexpected just happened. Please try again. Cancel / Retry"

This is the only error information I receive, offering no specific details about the underlying problem.

I have engaged with numerous Xfinity associates (29 individuals over a cumulative 8 hours) in an attempt to resolve this. I have opened three tickets: [Edited: "Personal Information"], [Edited: "Personal Information"], and [Edited: "Personal Information"]. Despite these efforts, the issue remains unresolved.

During my interactions, I have received conflicting information:

1. Some associates have stated that I cannot watch purchased movies because I dropped all Xfinity services. This contradicts the official Xfinity FAQ, which clearly states:

   "Yes, you can still watch your purchased movies on the Xfinity Stream app and web portal even after you disconnect your Xfinity services.

   Here's how:

   • Xfinity Stream app and web portal: You can access your purchased titles by logging in with your primary Xfinity ID and password.

   • Movies Anywhere: If the movies you purchased are eligible for the Movies Anywhere service, they will remain in your Movies Anywhere library even after you disconnect your Xfinity account.

   Important Notes:

   • You will need your primary Xfinity ID and password to access your purchases.

   • Downloaded titles cannot be transferred to another device.

   • If you cancel your Xfinity TV service but keep Xfinity Internet service, you will still have access to purchased content through your Flex Boxes, but not through other Boxes.

   • If you cancel both services, you will no longer have access to purchased content through your Boxes, but can still watch them on the Xfinity Stream portal or app.

   • Video games and extras purchased through Xfinity will not be available on any device after you disconnect your Xfinity services."

2. Other associates have indicated that there might be a "CSA lock" on my account, though no further explanation or resolution has been provided.

I have already performed the following troubleshooting steps:

• Cleared my browser cache and app data.

• Reset my Xfinity password.

• Requested escalations to the technical team multiple times.

It has now been six weeks since I first contacted Xfinity about this problem. I am seeking definitive assistance to resolve this issue and regain access to the movies I legitimately purchased.

Please advise on how to proceed to rectify this situation.

Thank you for your time and attention to this urgent matter.