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perfumeof
Topic Author
Posts: 1
Joined: Fri Jan 11, 2019 5:30 pm

Roku Ultra authorization issue with xfinity stream

Fri Jan 11, 2019 5:48 pm

Hi,
I just got Roku Ultra device.
Have been trying to activate xfinity stream on roku for 2 days.
I've talked with xfinity agents several times, but still no luck.
Please help me with this issue if someone has an idea.

Here is the situation.
When I hit the button 'get started' on xfinity stream on roku, it gives you code to put on mobile.
I inserted code, logged in, and it says 'success!'
But on Roku screen, It says like below.

Sorry!
Unfortunately, we cannot support high speed data customers without a video subscription. Check out
www.xfinity.com/learn/instant-tv to subscribe today!
(Error createDrmSession.-1)

My xfinity plan has high speed internet and instant TV, of course. 

I've tried these things so far.
1. xfinity agent refreshed my account.
2. Remove channel, Reset roku device, add channel.
3. Remove channel, factory reset roku device, add channel.
4. Remove channel, unplug roku device, add channel.
5. tried with different devices_phone, tablet, and computer.
6. signed in before and after trying activate...
7. checked the roku device update, but it is latest version.
8. Reconnect xfinity internet

Nothing seems work. No one who works in xfinity figures this out.
They keep saying that my account and plan is good to activate.
I don't have problem with my netflix account with Roku.

Is there anyone who has any idea, please help me.
 
rasaad
Posts: 1
Joined: Fri Jan 18, 2019 7:44 pm

Re: Roku Ultra authorization issue with xfinity stream

Fri Jan 18, 2019 7:46 pm

Hello I have the exact same issue you have noted. 

Did you get this resolved?

I have been on the phone 5 times with xfinity and they don't seem to know what it is, also with Roku. 
They stated it was an "outage" I know its a lie. Xfinity just doesn't want to deal with the problem.
 
User avatar
RokuTannerD
Posts: 439
Joined: Tue Mar 20, 2018 2:37 pm

Re: Roku Ultra authorization issue with xfinity stream

Tue Jan 22, 2019 12:22 pm

Hi there, 

Thanks for reaching out. Sorry to hear about the issue you're running into with the Xfinity Stream Beta channel. If removing the channel, restarting your device, then adding the channel back once more isn't clearing up the issue, you'll need to follow up with Xfinity and continue reporting the issue you're running into. Each channel (app) on the Roku platform is built and maintained by the channel provider directly. They'll be able to best assist with this type of issue.

You can reach Xfinity support directly here: 

https://www.xfinity.com/support/tv

Thanks again for letting us know what you're seeing. Feel free to PM me if you have any other questions. 

Cheers,
Tanner
Tanner D.
Roku Community Manager

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