Channel Issues & Questions

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

Xfinity Streaming app Issues

Often when I select a channel to view from either all channels OR favorites, I get the channel icon displayed and the three dots under it showing it is trying to tune it. Often, it keeps doing that and will not tune in the channel. I then have to hit the back key and try it again where it will often go immediately to the channel. I have ruled out low wifi strength as I have tested it so it appears to be either a ROKU issue or an app issue. I use both streaming stick and streaming stick plus and get the same results. There is a solid wall between the router and stick, but signal still shows excellent. What could be the problem?

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Level 7

Re: Channel change failures with Xfinity Streaming app

I'm having the same issue. Uninstalled the app. factory reset the roku nothing seems to work.

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Level 7

Xfinity beta only showing what has been purchased

I have downloaded the app when trying to get the live channel’s nothing comes out only what I have purchase. It doesn’t show anything else?

[post merged with already existing thread]

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Roku Employee
Roku Employee

Re: Channel change failures with Xfinity Streaming app

@jmarkcobb @Churros @Wiremonkey87 

Thanks for letting us know about the issue that you are experiencing.

For more information about that channel's features and functionality, you'll want to contact Xfinity support directly to inquire further. Many channels on Roku are developed and maintained by the channel provider themselves. 

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

Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 8

Re: Channel change failures with Xfinity Streaming app

I have posted this issue on the Xfinity App's community board in hopes of a response (before I call xfinity).

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Level 7

Re: Channel change failures with Xfinity Streaming app

I did and tried uninstalling and reboot and reinstalled. Still nothing...
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Level 8

Channel change failures with Xfinity Streaming app

Xfinity streaming support has seemingly resolved this problem, although not enough time has elapsed to determine that for sure. When I called the rep took info from my modem and X1 box and then stated he needed to make an adjustment from his end to stop the freezing upon channel change. So far no freezing since then. Prior to his calling back, I had done a system update which also seemed to have helped, but still some freezes.  It would be nice for ROKU to do the system updates automatically, as it seems they are frequent and one doesn't usually check that frequently. I will post if the problem is NOT resolved.

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Level 7

Re: Channel change failures with Xfinity Streaming app

I have this issue using Streaming Stick Plus and Express Plus although going back to reload the channel is less frequent. My main issue is the amount of time it take for the channels to load, it's 50/50 of between 2-3 seconds to 10 + seconds.

Any suggestions as to where to start and try to resolve this channel loading issue.

Thanks

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Level 8

Re: Channel change failures with Xfinity Streaming app

The answer probably lies with extensive one-on-one with the xfinity streaming app developers. However, I have found that the Customer Service reps don't know much about the problems so contact with the developers is required. I have not pursued that yet as I may migrate away from xfinity for steaming as all of their instant tv packs require paying the outrageous $15 local broadcast fee. I have antenna so no need for that money making scheme.

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Level 7

Re: Channel change failures with Xfinity Streaming app


MyPrepaidCenter wrote:

The answer probably lies with extensive one-on-one with the xfinity streaming app developers. However, I have found that the Customer Service reps don't know much about the problems so contact with the developers is required. I have not pursued that yet as I may migrate away from xfinity for steaming as all of their instant tv packs require paying the outrageous $15 local broadcast fee. I have antenna so no need for that money making scheme.


When I called the rep took info from my modem and X1 box and then stated he needed to make an adjustment from his end to stop the freezing upon channel change. So far no freezing since then. Prior to his calling back, I had done a system update which also seemed to have helped, but still some freezes.

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