Xfinity On Campus — Xfinity Instant TV troubleshooting

If you’re an Xfinity On Campus customer and having trouble with your Xfinity Instant TV service, you’ll need access to the Xfinity Stream app or portal at xfinity.com/stream.

FAQs

I was watching a program at home, but when I left, I couldn't watch it on the app. Why?

• 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 university WiFi network. 
• Were you watching a cloud-based DVR recording?
  • When you're away from your university WiFi network, you can watch cloud-based DVR recordings over the internet only after they’ve 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 only watch live TV when you’re connected to your university network.
    
    

My cloud-based DVR recording won't play or suddenly stops playing. Why?
Xfinity Stream portal at xfinity.com/stream:

1. Clear the cache in your web browser settings.
   
   • Microsoft Edge
   • Chrome
   • Firefox
2. Close your browser.
3. Wait two minutes.
4. Open your browser and return to xfinity.com/stream.
5. Try playing the recording.
6. Still having trouble? Log in to your university portal and use Xfinity Assistant to reach a live agent for help.
   
   

Xfinity Stream App:

1. Make sure your device has an active network and you’re connected to your university WiFi.
2. Close and reopen 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’s no longer on the screen.
   • Android:
     • Open the Settings.
     • Tap Apps.
     • Tap the Running tab.
     • Find Xfinity TV and tap Force stop.
       • Note: Not all Android devices function the same way. If you're having trouble force-quitting the app, try turning your device off and then back on again.
5. Wait two minutes.
6. Open the app.
7. Try playing the recording.
8. Still having trouble? Log in to your university portal and use Xfinity Assistant to reach a live agent for help.
   
   

Why does it take a long time to download cloud-based DVR recordings or Xfinity On Demand programs?
Some programs download faster than others depending on their length and whether they're in HD. If downloading takes a long time, try using a faster network connection.

What do I do if my downloaded program is corrupted and won’t play?

1. Delete the download and try to download it again.
2. Make sure your device remains connected to your university network. Changing or losing your connection while downloading may corrupt a download.
3. Still having trouble? Log in to your university portal and use Xfinity Assistant to reach a live agent for help.
   
   

What do I do if a channel in my channel lineup isn't showing up in my TV listings?

1. Log in to xfinityoncampus.com. 
2. Select your school from the drop-down list. 
3. Sign in using your university credentials (username and password).
4. Select Channels to view your included channels. 
5. If you don't see a channel that you should have in your lineup, log in to your university portal and use Xfinity Assistant to reach a live agent for help.   
   
   

I can’t access Peacock Premium. I thought it was included with my service?
Peacock Premium isn’t included with your Xfinity On Campus service. However, you can subscribe to Peacock Premium through peacocktv.com.

What are the minimum requirements to use the Xfinity Stream app?
For more information on device and operating system requirements, please see Xfinity Stream app minimum requirements.

How do I get support? 
If you’re unable to solve your connectivity, speed or service issue, please follow the steps below. You’ll need to be in your campus housing with the device that’s experiencing issues to follow these steps:

1. Go to xfinityoncampus.com and sign in. 
2. Go to the Support tab.
3. Select the Live Chat icon.
4. From there, you’ll be able to connect to a live chat agent for help. You’ll need your: 
   
   • University email address. 
   • Campus housing address. 
   • Dorm number (if applicable). 
   • Phone number. 
     
     

Note: If you’re contacting us again for an existing issue, please have the ticket number for that issue ready.