Xfinity Stream app and portal troubleshooting

Learn what to do when you have trouble with the Xfinity Stream app or Xfinity Stream portal.

Difficulty:
Easy

Forgot Xfinity ID/password

If you forgot your Xfinity ID or password, please see I forgot my Xfinity ID or password.

Program won't work on the Xfinity Stream app

 If you were watching a program at home but couldn't watch it on the Xfinity Stream app, please see these FAQs:

Were you watching an Xfinity On Demand program?
Due to restrictions by content providers, some Xfinity On Demand programs can only be viewed when you're connected to your in-home Xfinity network.

Were you watching a cloud-based DVR recording?
When you're away from your in-home Xfinity network, you can watch cloud-based DVR recordings over the Internet only after they have finished recording. If the recording was in-progress, you'll have to wait until the recording is complete to watch it on-the-go.

Were you watching live TV?
With Xfinity Instant TV, you can watch live TV when you're at home and connected to your in-home Xfinity network and only certain content when you are out of your home. Learn more about what you can do at home and on the go.

Says I'm not home, but I am

There are a few things you can do when the app says you are away from your in-home Xfinity network, but you are in your house. Give this a try:

1. Make sure WiFi is On in your device settings.
2. Make sure your device is connected to your in-home Xfinity network and not the Xfinity WiFi network or another wireless network by accident.
3. Restart your device, open the Xfinity Stream app and see if the app recognizes that you're now connected to your in-home network.
4. Still having trouble? Contact us, and we'll get things working for you.

Cloud-based DVR recording won't play or suddenly stops

If your cloud-based DVR recording won't play or suddenly stops, see the following:

Are you using the Xfinity Stream portal (www.xfinity.com/stream) or the Xfinity Stream app?

Xfinity Stream portal

1. Clear the cache in your web browser settings.
   • Microsoft Edge
   • Chrome
   • Firefox
2. Close your browser and wait two minutes.
3. Open your browser and return to the Xfinity Stream portal (www.xfinity.com/stream).
4. Try playing the recording.
5. Still having trouble? Contact us.
   
   

Xfinity Stream app

1. Make sure your device has an active network (either in-home Xfinity network or another Internet connection).
2. Close and re-open the app.
3. Try playing the recording.
4. Still not working? Force-quit the app.
   • Apple: Quickly press the Home button twice to see previews of your recently used apps, then swipe left or right until you find the Xfinity Stream app. Swipe upwards on the preview of the app until it is no longer on the screen.
   • Android: Open the Settings, tap Apps, then tap the Running tab. Find Xfinity TV and tap Force stop. Not all Android devices function the same way. If you're having trouble force-quitting the app on an Android device, try turning the device off and then back on again.
5. Wait two minutes and re-open the app.
6. Try playing the recording.
7. Still having trouble? Contact us.

DVR recordings and on demand programs download slowly

Some programs download faster than others depending on their length and whether or not they're in HD. If downloading takes a long time, try using a faster network connection.

Corrupted downloaded program won't play

There are a few things you can do if a download is corrupted and won't play. Give this a try:

1. Delete the download and try to download it again.
2. Make sure your device remains connected to your in-home XFINITY network or the Internet while downloading. Changing or losing your connection while downloading could corrupt a download.
3. Still having trouble? Contact us.

Channel in my lineup not showing in TV listings

If you don't see a channel that you should have in your lineup, contact us.

Additional information