XfinityTV Website

[MDB86]

I receive streampix with my triple play bundle - my xfinity.com profile confirms that Streampix is available to me online.

When I browse the streampix movie menu, some of the movies show an orange key; the vast majority do not.  The ones without the keys play fine; the others give me the message "Xfinity Streampix Subscription Required' when I try to play them.  For example, "Eyes Wide Shut", has a orange key and tells me I need a Streampix subscription to view it.

I see this issue both on my PC and my iPad.  Any idea what's going on?

[ComcastJoe]

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MDB86 wrote:

I receive streampix with my triple play bundle - my xfinity.com profile confirms that Streampix is available to me online.

When I browse the streampix movie menu, some of the movies show an orange key; the vast majority do not.  The ones without the keys play fine; the others give me the message "Xfinity Streampix Subscription Required' when I try to play them.  For example, "Eyes Wide Shut", has a orange key and tells me I need a Streampix subscription to view it.

I see this issue both on my PC and my iPad.  Any idea what's going on?

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What Streampix videos have you successfully watched?

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

[MDB86]

I've been able to view A Man for All Seasons and Being There online with no problem. They don't display the orange key icon that problem movies do.

[ComcastJoe]

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MDB86 wrote:
I've been able to view A Man for All Seasons and Being There online with no problem. They don't display the orange key icon that problem movies do.

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Hmmmm, that is strange.

I have an account without Streampix and a few movies are available to all customers or are also on a different network which I subscribe to but Eyes Wide Shut does not have a orange key for me.

Try deleting your cookies and cache then try again. If it still does not work, try using a different browser on your PC and see if it works.

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

[MDB86]

I've tried all of your suggestions on multiple browsers, PCs and mobile devices, but the issue persists. Of the hundreds of Streampix movies, only a small number have orange keys. They are the only ones I'm having trouble with: American Anthem, Assassins, Avalanche Express, Ballistic:Ecks vs, Sever, Caddyshack, The Comedians, Dangerous Liaisons, East of Eden, Extreme Measures, Eyes Wide Shut, Lethal Weapon 4, Rabbit Run, Round Midnight, Surviving Picasso, The Ice Pirates, Without Limits, and The Yazuka. I greatly appreciate your efforts so far. Any other suggestions?

[ComcastJoe]

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MDB86 wrote:
I've tried all of your suggestions on multiple browsers, PCs and mobile devices, but the issue persists. Of the hundreds of Streampix movies, only a small number have orange keys. They are the only ones I'm having trouble with: American Anthem, Assassins, Avalanche Express, Ballistic:Ecks vs, Sever, Caddyshack, The Comedians, Dangerous Liaisons, East of Eden, Extreme Measures, Eyes Wide Shut, Lethal Weapon 4, Rabbit Run, Round Midnight, Surviving Picasso, The Ice Pirates, Without Limits, and The Yazuka. I greatly appreciate your efforts so far. Any other suggestions?

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The movies you named above, can you watch them On Demand through your TV?

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

[MDB86]

Not all of them show up on the OnDemand menu (e.g. Caddyshack), but the ones that do (e.g. Eyes Wide Shut, Lethal Weapon 4) play just fine.

[ComcastJoe]

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MDB86 wrote:
Not all of them show up on the OnDemand menu (e.g. Caddyshack), but the ones that do (e.g. Eyes Wide Shut, Lethal Weapon 4) play just fine.

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I have our team looking into this now. I will update you when I learn more.

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

[MDB86]

A rep called my house today while I was at work, but my roommate incorrectly told her everything was fine. Can you look into having them call again? Sorry about the confusion.

[ComcastJoe]

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MDB86 wrote:
A rep called my house today while I was at work, but my roommate incorrectly told her everything was fine. Can you look into having them call again? Sorry about the confusion.

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I reopened your issue. Someone should reach out to you shortly.

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

[USA1fan]

I am experiencing the exact same issue (including that exact list of movies). I am a cable card subscriber, so I can't test on-demand. I watch using my pc and my iPad.

[ComcastJoe]

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USA1fan wrote:
I am experiencing the exact same issue (including that exact list of movies). I am a cable card subscriber, so I can't test on-demand. I watch using my pc and my iPad.

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Just to be clear: some Streampix videos do work but others do not? The ones that do not work are the ones mentioned above?

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

[USA1fan]

That is correct. I found this topic while doing a google search about this problem, and was really surprised when I saw that even the list of "locked" movies was the same. Just browsing the list of movies in streampix, I see the orange key ONLY by the listed titles. Attempting to play them gives me the subscription required message. However, the others play fine.

[MDB86]

Glad to hear that I'm not the only one with this issue.

I've been working with a very helpful rep from Comcast tech support over the last few weeks, but she still hasn't been able to pinpoint the problem.  The engineering department is still working on figuring out what's going on.

I'll check back in once it's fixed.

[MDB86 · Accepted solution]

Just heard from Comcast tech support. They discovered there had been an 'entitlement issue' affecting a subset of customers. They successfully took action to fix the problem. Everything is playing fine now. Thanks, everyone!