Video On Demand

[jtmac49]

Despite three calls to customer service I have been unable to activate this service on either my TV, my iPad or iPhone. I qualify for free service, as I understand it, from my digital triple play premium level of service. I see that this forum is followed by comcast staff and hope that you may be able to help. Thanks!

[rog286713]

have you gone to your cable box's on demand menu and then to premium channels that is where it is?  If you do not see  it there it is probably not in your area yet.  If you do see it there does it work?  If it does  you can only access it through your apple device using the xfinitytv app which again does not work in all areas.  Are you able to use the xfinitytv app?  If you are then its in there you need to go to the play now tab then you can do filter by and choose networks and then choose streampix.

[jtmac49]

Yes to all, I can see it on the box and on the iPhone and iPad--BUT every selection is "locked" with an orange play button, which when I click on it gives me the option to buy the service, which because of my level of service should be free as I understand it.

[rog286713]

XFINITY Streampix is included at no additional charge in the following packages. Check your current billif you’re not certain of your package name.

Triple Plays:

• HD Preferred Plus XF Triple Play
• HD Premier XF Triple Play
• HD Complete XF Triple Play
• MultiLatino Ultra HD Plus Triple Play
• MultiLatino HD Total Triple Play
• MultiLatino HD Complete Triple Play
• Alchemy HD Preferred Plus Triple Play
• Alchemy HD Premier Triple Play
• Alchemy MultiLatino Ultra HD Plus Triple Play
• HD Preferred Plus – Tenant Triple Play
• HD Premier – Tenant Triple Play
• HD complete – Tenant Triple Play

Video / Internet Packages:

• Blast! Extra
• Blast! Plus
• Performance Extra

If you do not have one of these packages, you can add Streampix for an additional $4.99 a month.

[jtmac49]

I have the hd premier triple play---for reason that is unclear to me the three customer service representatives with whom I have spoken, although they agree I qualify for free service, have been unable to "turn it on" and give me access.

[rog286713]

I sent comcast joe a private message about your issue.  Look for him or someone from comcast to contact you.

[jtmac49]

Thanks---I couldn't figure out how to contact him other than perhaps twitter, and being an "old dude", I've never seen the point of "tweeting."

[ComcastJoe]

---

jtmac49 wrote:

Thanks---I couldn't figure out how to contact him other than perhaps twitter, and being an "old dude", I've never seen the point of "tweeting."

---

Sorry to hear that you are having issues.

Make sure you have a compatible package: Go to Comcast.com, go to My Account and sign in using your Comcast ID and password. Select View / Print Bill Detail. The name of your plan is on the second page. Does it say HD Premier Triple Play?

Is HBO, Starz, Cinemax all working on your iPhone, iPad, and On Demand? Is this strictly a Streampix issue or are orange keys on everything?

I am assuming your are logged in with your Comcast.net e-mail address or Comcast ID on the Xfinity TV App?

Did you get an e-mail on or around 2/23/12 notifying you that Streampix was available? Customers with qualifying packages received this e-mail. Also, an alert should be in the My Account section of Comcast.com (sign in using your Comcast ID and password). New alerts appear on the main page.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[jtmac49]

Make sure you have a compatible package: Go to Comcast.com, go to My Account and sign in using your Comcast ID and password. Select View / Print Bill Detail. The name of your plan is on the second page. Does it say HD Premier Triple Play?

----The bill says "Comcast Digital Premier" for $228.84----minus a $30 credit for "triple play rewards" plus $15.95 for Hd/dvr service, +$8.00 HD technology fee. If it matters, I also have the Ultra 22 mbps internet service for  $20---The name is different on the bill, but I think it is the samme service---could it be that you have changed plan names for my service since I bought it?

Is HBO, Starz, Cinemax all working on your iPhone, iPad, and On Demand? Is this strictly a Streampix issue or are orange keys on everything?

----all others are working--this is exclusively a Streampix issue on all devices.

I am assuming your are logged in with your Comcast.net e-mail address or Comcast ID on the Xfinity TV App?

---yup---

Did you get an e-mail on or around 2/23/12 notifying you that Streampix was available? Customers with qualifying packages received this e-mail. Also, an alert should be in the My Account section of Comcast.com (sign in using your Comcast ID and password). New alerts appear on the main page.

--The email was how I found out about Streampix---I had not heard of it. I do not see any alerts on my home page however, but I have not signed up for alerts.

---Thanks for your quick response---this is the first time I have ever had a significant problem with what I consider to be a service well worth the $270 per month I am spending.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[lmelville]

I have the HD Premier Triple Play. Comcast has sent me emails and left phone messages stating that this service is available to me at no additional charge. I can access it on my tablet but it doesn't exist On Demand. It is not listed under Premium Channels nor anywhere else. Comcast has stated they do not know why it is not there because it should be, they've resent signals to the box but it hasn't helped. Comcast can't seem to solve the issue.

[jtmac49]

I still can not make this service, which, as I understand it should be free with my package. I made a 4th call to,customer service today and they have absolutely no idea how to give me access. I am getting verynfrustratedmwith the lack of a solution to this problem. I spend just a touch over $3k a year for your service and I deserve better treatment.

[lmelville]

There's still no solution to this????  REALLY????  How hard can it be?

[ComcastJoe]

---

jtmac49 wrote:
I still can not make this service, which, as I understand it should be free with my package. I made a 4th call to,customer service today and they have absolutely no idea how to give me access. I am getting verynfrustratedmwith the lack of a solution to this problem. I spend just a touch over $3k a year for your service and I deserve better treatment.

---

Our team is still looking into this issue. I will update you when I know more.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[jtmac49]

It's been nine days. It should be easy enough to check to make sure I qualify. Based on the email that your company sent, I do. Once that is verified, it can't take more than a couple of keystrokes to turn it on for my account. What am I missing in terms of the complexity here? I've quite deliberately kept this on a Comcast board. I didn't feel that it was a matter that deserved wider publication. Perhaps it's time for me to see if I can find help on Twitter.

[jtmac49 · Accepted solution]

After four unsuccessful calls to customer service and nine days waiting for an answer here, I trekked down to the local Comcast office. Finally, after talking with one gentleman who said he couldn't do anything and I'd have to call customer service (again?) a woman overheard my frustration and talked with the "mothership." they were unable to help, so she took the initiative herself and changed my service to another class of service and then back to my premier service and voila it works. So after four phone calls, several emails here and a 20 mile round trip involving about a half hour at the local office, streampix is working (finally). It should NOT have taken this much effort!