Channels & viewing

[bobcmil]

The Xfinity channel is not loading. It starts "initializing" and then I get an error screen with code -500. I am a Xfinity cable subscriber.  I have removed the Xfinity channel, restarted the Roku and reinstalled it. No help.  

I saw that others have had this problem and they seemed to clear on their own, but this is going on for days now.  Help would be appreciated.  Thanks.

[RokuERey · Accepted solution]

Hi @bobcmil,

Thanks for joining us here in the Roku Community!

We see that you're running into an error 500 when trying to access the Xfinity stream channel. It looks like the issue is probably on the channel's server. It seems like the usual troubleshooting steps won't work for this. We'll see if the following steps can help out.

1. Disconnect the coax cable from the modem/router
2. Power cycle modem/router
3. Reconnect coax cable

If this doesn't apply to you, just report the issue to the channel support team for help. Roku only offers the channel on the platform, but we don't manage it directly.

You can contact them here directly at Xfinity support.

Let us know if there's anything else we can further assist you.

Thanks,
Rey

[bobcmil]

The Xfinity Channel came back.  I was working crazy hours and did not have a chance to do as you suggested, but a power failure at the house reset everything, and now it's working fine. 

[joev_mi]

I've found that from time to time the cable router seems to develop some kind of issue which is addressed as outlined as recommended by support above.  However, I don't usually go thru disconnecting cables, merely power cycling the cable router works for me.  kinda annoying.  If you contact xfinity support their first step is a remote reset of the cable modem.  I have found the power cycle less inconvenient than going thru xfinity support.