Account, payments & subscriptions

[Thevarietygamer]

At 10:19 am this morning my Xfinity stream app stopped working properly on our tvs. We use 2 roku3900x devices, one for the living room and one for upstairs bedroom. Neither one will play Xfinity stream now. It loads up and then crashes the app when it gets to the Xfinity stream live tv, saved, search, and settings menu screen. Xfinity customer service rep couldn’t figure out the issue and basically told me it sounds/seems to be a roku device issue, but I can’t find anything related to the topic on here, I’m just trying to watch tv with my family why is this such an issue and why after having these devices for 2 years, am I just now having these issues. Can someone please help

[Xenrid]

You're not alone. We're having the same issue on 3 different Roku devices, though the Xfinity Android app seems to be working fine. Comcast has probably accidentally broken something behind the scenes. Hopefully they get it fixed soon. 

Since our Roku devices are all different I find it unlikely that Roku is to blame, though there is a remote possibility they did something on their backend that is causing this.

[Fukai100]

Yes, we started to have the same issue today!

[Waldo570]

I have two 3800R Roku sticks and both stopped working and crashing as you described sometime after noon yesterday Eastern standard Time.

After many frustrating phone calls to Xfinity technical support they finally admitted that they had a "outage in my area" that it was supposed to have been fixed by evening time.

Well it's now 9:00 a.m. eastern standard time and it's still not working.

Every other app on my Roku stick is working perfectly. 

[bunker12]

Not working on my two Roku devices either (a stick & a premiere+).  Xfinity stream app (release 5.6 version 0, I think) starts and then immediately returns to the home screen.  It hasn't worked since this last Thursday (2/25/2021.  However, Xfinity stream works as expected over my laptop, so must be a Roku problem. Very Frustrating!!

[unoriginaljesus]

Ditto with the probs starting yesterday on our Roku Express and an Express +.  I just called xfinity, they tried re-provisioning to no avail and the rep said she escalated and they will have it fixed within an hour! LOL, I have about 0.035% faith this will be true haha but we shall see!  they are supposed to have support text me to verify if working..

[JacktheCGuy]

Yup. Mine too. Using Roku Express plus. Been online with Xfinity for about an hour and a half now. Super ANNOYING music playing the whole time. First person said that she could not help me and transferred it up the pipeline. 2 to 5 minutes, she said. Will update if problem resolved.

[unoriginaljesus]

They followed up like they promised, I advised still not working.  I was informed there is a major outtage and that the service will be restored in 24-48 hours.  Hopefully so!

[Waldo570]

Sometime this morning my app started working again on both my devices. So for me it was down just about 2 days.

[RokuMary-F]

Hi everyone,

Thanks for the posts,

Can you please provide us the following information:
-Roku device model
-serial number
-device ID
-software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-steps to reproduce the issue you are seeing
With more information, we will be able to assist you further.

Thanks,

Mary