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user_egjnzb
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Friday, January 31st, 2025 2:46 PM

Xfinity Stream has stopped working

For the past two weeks my Xfinity Streaming options have not been working fully.  Sometimes I would not be able to stream a show I selected, but could stream others, sometimes nothing would stream; and then other days or times of day, I could stream anything I chose.  On Tuesday and Wednesday of this week (1/28-29/2025) I was unable to stream anything, so in the evening I started chatting with a customer support agent online.  They had me uninstalled the Xfinity App and then reinstall it which did not fix the problem.  Agent stated he was sending signals to my set to diagnose the issue.  Agent stated they needed to perform a "provisioning" of my equipment, and that after an hour the streaming app would work again.  After an hour and a half, it still was not, and is not working.  When I check my system status on my Xfinity account it states that my television is connected to my Wi-Fi.   I spent over an hour with the customer support agent online and I do not want to have to spend another hour texting with them if the same result is coming to happen.  Who do I speak with to get this fixed?  

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Updated 

2 months ago

151

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XfinityThomasC

Official Employee

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2.4K Messages

2 months ago

Hello, @user_egjnzb

Sorry for the inconvenience of Stream App not working. Have there been any recent changes before the app stopped working? Does the app show any error codes or messages on your Smart TV? And what make and model TV are you using the app on? 

 

 

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user_egjnzb

3 Messages

Nothing has changed at all. I’ve been on this plan for just over two years I believe, I’ve got all the same equipment and the same television. It’s a 2023 Samsung smart TV. The error message I get is the same no matter what I try to stream. Everytime I encounter this issue the on screen message says; “this video cannot be played, we’ve run into a problem while streaming” and it displays the error code beneath the message of TVAPP – 00401.  There is also a clickable “try again” button, but it just comes back to the same error message. There are days I cannot stream anything at all, other days where I can stream some shows, but not all shows; and sometimes a whole day, others only part of a day where I can stream most of the shows. I’ve already been on the customer service chat online three times, each time over an hour. The first guy tried to sell me a new, more expensive program, which I said no to.  The second guy said my system needed provisioning which he initiated, and it took an hour, and after that nothing had changed. The third guy looked into my situation further and said that the server was down and need to be rebooted. It worked for two days after that, now it’s back to the same old problem.

(edited)

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2 months ago

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XfinityChelseaB

Official Employee

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1.6K Messages

@user_egjnzb, thanks you for the update, i appreciate it! If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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user_egjnzb

3 Messages

2 months ago

I will send a direct message, please respond that I sent / clicked on the correct message link.

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0

user_gbgehx

3 Messages

2 months ago

I am having streaming issues as well. It works fine via the IOS app or on my Mac via web browser, but it won't stream through my Xumo box. All other apps through the Xumo box work fine. I power cycled the Xumo box a few times with no luck. The streaming screen displays an error message that reads "We're having trouble. Please Exit and retry." An error code below this message reads Error: TVAPP-00111.

1

XfinityKei

Official Employee

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1.4K Messages

@user_gbgehx I'm sorry to hear you're still having issues after troubleshooting. Our team is here to help resolve your concerns.

Are you able to uninstall the app or refresh it? 

If you were to use the Xfinity stream app on your mobile device or a different device is the error message still present?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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