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Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
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Level 8

Roku Premiere+ Issue with Xfinity App

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There was a Roku update on 11/26/19 which broke my xfinity app on my Premiere+ box.  This has happened once before and comcast was never able to resolve the issue.  A few days later it resolved itself.  I never checked if I had a SW update the first time.

Since that time I have purchased another Roku box - Ultra.  The ultra still works after the update but the premiere does not.  

The specific error message is below:

"This device can only access xfinity stream on your in-home xfinity wifi. Use the app on your smartphone, tablet, or laptop to watch on the go, any time you like" 

(error createDrmSession,403-102)

Please provide an update...

2 Solutions

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Roku Employee
Roku Employee

Re: Roku Premiere+ Issue with Xfinity App

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@d58 

Thanks for the inquiry.

I'd recommend reaching out to Xfinity directly to report the issue and request additional support. Many channels on the Roku platform is developed and maintained by the channel provider directly, and they'll be able to best assist. 

You can reach them here: https://www.xfinity.com/support/contact-us.

Thanks,
Danny

Danny R.
Roku Forum Moderator

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Level 19

Re: Roku Premiere+ Issue with Xfinity App

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@d58 Thanks for the note.

If other channels on your Roku device are working normally, this is something that the channel provider will need to investigate further. Each channel on Roku is built and maintained by the channel provider themselves. If you encounter an issue that does not occur in other channels (apps) on your device, you'll need to work with the channel provider to report the issue and request additional support. 

You can reach Xfinity support here: https://www.xfinity.com/support/contact-us

 

Thanks,

Tanner

 

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21 Replies
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Roku Employee
Roku Employee

Re: Roku Premiere+ Issue with Xfinity App

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@d58 

Thanks for the inquiry.

I'd recommend reaching out to Xfinity directly to report the issue and request additional support. Many channels on the Roku platform is developed and maintained by the channel provider directly, and they'll be able to best assist. 

You can reach them here: https://www.xfinity.com/support/contact-us.

Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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Level 7

Re: Roku Premiere+ Issue with Xfinity App

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xfinity is clueless (as it sounds like Roku is)....same problem, worked fine until Thanksgiving week; have 9 TVs at 2 separate places and 2 work right.  One only shows purchases, the rest act like I am not connected to the xfinity WiFi???  Several days now and the response above is unacceptable!

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Level 8

Re: Roku Premiere+ Issue with Xfinity App

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Xfinity was contacted prior to me creating this post.  I spent 2 hours on the phone with comcast to no avail.  They suggested they would send out a technician and I agreed.  The technician came out the morning of 12/2/19.  After 1.5 hours we were no further along to finding a solution.  After he left I checked the SW update information and realized this issue started with the last Roku update.

Roku, please look into this issue.

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Level 19

Re: Roku Premiere+ Issue with Xfinity App

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@d58 Thanks for the note.

If other channels on your Roku device are working normally, this is something that the channel provider will need to investigate further. Each channel on Roku is built and maintained by the channel provider themselves. If you encounter an issue that does not occur in other channels (apps) on your device, you'll need to work with the channel provider to report the issue and request additional support. 

You can reach Xfinity support here: https://www.xfinity.com/support/contact-us

 

Thanks,

Tanner

 

View solution in original post

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Level 7

Re: Roku Premiere+ Issue with Xfinity App

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This has to be an issue with ROKU and their connectivity to the Xfinity platform.  Same thing happened to us last week and Xfinity cannot figure it out.  We have 5 ROKU enabled tv's that working fine and now 4 of them are not but one is.  I think that whatever they did last week is not allowing our tv's to connect to the xfinity app.  We have gone through 2 technicians and they are baffled and had never seen the error (which I believe is a ROKU error code.)  

ROKU.....fix this please.  It is like the tv's no longer accept the xfinity streaming.  

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Level 19

Re: Roku Premiere+ Issue with Xfinity App

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@frustrated3
Thanks for reaching out. Do other channels work normally on your device? What is the specific error code you see? If possible, could you please include a picture in your response so we can take a closer look?

Thanks,
Tanner
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Level 7

Re: Roku Premiere+ Issue with Xfinity App

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Yep and this is becoming a mess.  Someone at ROKU should reach out to Xfinity and find out what the heck is going on.  This seems to have something to do with an update that occurred last week by either ROKU (where it is not recognizing the xfinity streaming) or Xfinity (where the settings for connectivity were changed) or vice versa.  No one want to resolve...we are going on 5 days without any resolution!

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Level 8

Re: Roku Premiere+ Issue with Xfinity App

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The error message was in the original post.

Please note - Roku Ultra does not have the problem!

"This device can only access xfinity stream on your in-home xfinity wifi. Use the app on your smartphone, tablet, or laptop to watch on the go, any time you like" 

(error createDrmSession,403-102)

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Level 8

Re: Roku Premiere+ Issue with Xfinity App

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A Roku system update was provided and the issue is resolved.

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