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user_ce3l2q
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Thursday, September 12th, 2024 5:09 PM

xfinity stream not working on roku devices

We have been unable to use Xfinity stream on any of our roku devices/tv.  We can stream on laptop or iphone.  Issue is isolated to roku only.  App will not load live tv.  We have tried all of the recommended troubleshooting steps, have been on the phone multiple times with an agent to try to fix.  Xfinity service technician was out yesterday to work on some other issues at our house and he also spent over an hour trying to troubleshoot with your team.  The issue started ~ 4 weeks ago and still is not resolved.  Prior to this we never had issues streaming.

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2 months ago

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XfinityFrank

Official Employee

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1K Messages

2 months ago

Hi there @user_ce3l2q! Thanks for reaching out to us here on the Community Forum. Is there a specific error message presented when you try to watch live tv on the roku?

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user_ce3l2q

4 Messages

error code is 


TVAPP 00500

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2 months ago

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XfinityFrank

Official Employee

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1K Messages

Thanks, @user_ce3l2q! This error usually populates when there is a software version issue. Have you made sure that your Roku devices are running the latest firmware and uninstall/reinstall the XFINITY Stream app?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

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Anon177871

New Poster

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2 Messages

2 months ago

I can't log in either. When I start the app it gives me a code and says to go to Xfinity.com/authorize which I do and then it tells me I don't have access to Xfinity TV - click here to upgrade - which at over $230 a month, I'm pretty sure includes TV since my cable box is working just fine. Problem on all of my Roku devices. Same error... 

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XfinityBillie

Official Employee

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2.8K Messages

@Anon177871 Thank you for taking the time to reach out to us here on our Xfinity Forums. Can you tell me what device you are trying to access the stream app on? Is there a specific error message other than it telling you that you don't have access? The more information you can provide, the better we can help.

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_we9ui1

1 Message

2 months ago

What is wrong with the Xfinity Stream app. It is no longer working on Roku devices?

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XfinityChristy

Official Employee

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1.6K Messages

 

user_we9ui1 Hello and thank you for reaching out via our Xfinity Community Forum today. I’m sorry to hear you’re experiencing issues with the Xfinity Stream app on your Roku device. Let’s go through a few quick troubleshooting steps to help resolve the problem:

  1. Restart the App:
    Close the Xfinity Stream app completely and then reopen it. This can help refresh the app and resolve any temporary glitches.

  2. Check for Updates:
    Make sure you’re using the latest version of the Xfinity Stream app. Head to your device’s app store to check if any updates are available.

  3. Clear Cache and Data:
    If you’re on a mobile device, try clearing the app’s cache and data. This can often resolve issues like slow loading or playback problems.

  4. Restart Your Device:
    A device restart can also help reset the connection and resolve app performance issues.

  5. Check Internet Connection:
    Make sure your internet connection is stable and strong. You can try switching between Wi-Fi and cellular data to see if it improves the streaming experience.

  6. Check Xfinity Status Center:
    Occasionally, there could be a service disruption in your area. You can check the Xfinity Status Center to see if there are any reported outages.

If these steps don’t resolve the issue or if you notice a specific error message, feel free to share more details! I’m happy to help further to ensure your streaming experience gets back to normal.

 

Thank you for your patience, and I’m here if you need more assistance! 

 

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_in4v5z

1 Message

2 months ago

Same here! It would be nice if you could fix this issue instead of asking people to explain it over and over! We're all having the same issue, so, clearly it's on Comcast's end!

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XfinityXanadu

Official Employee

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300 Messages

@user_in4v5z If you're still having any issues with the Xfinity Stream app have you tried the steps that XfinityChristy provided above? If still any issues after that, please try logging out of the Xfinity Stream App, then uninstalling, reinstalling, and logging back in. Please let me know if you are still having issues after those steps have been tried.

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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