FAQs

What’s new with XFINITY On Demand™?

As an XFINITY TV customer, you can now purchase the TV shows and movies you love and enjoy them as many times as you want on your TV, computer and mobile device.
Viewing purchased titles on your TV requires a subscription to XFINITY TV service with access to XFINITY On Demand. If you disconnect all of your XFINITY services, you can continue to watch previously-purchased titles online and on your mobile devices.

Where can I find TV shows and movies to purchase?

Browse through the library of titles and then purchase them on your TV through the XFINITY On Demand menu or on your computer by visiting xfinity.com/store.

How do I differentiate a movie that is available for purchase from a movie that is available for rent?

Through the XFINITY On Demand menu on your TV, titles that are available for purchase will have a description screen that begins with the word “Purchase”. In the list of titles, they will have the word “BUY” next to the title.

Why are some TV shows and movies only available for purchase and not available for rental?

Titles are often available for purchase before they are available for rental or on DVD. Availability of titles for purchase or for rental on XFINITY On Demand is subject to agreements with our partners.

How do I block someone in my household from making purchases?

To prevent people in your household from making purchases through your TV, you can use the existing “purchase PIN” feature on your XFINITY set-top box. Any member of your household with a Comcast username and password may be able to make purchases through the XFINITY TV website using a credit card.

Can I return my XFINITY purchased TV show or movie?

TV shows and movies are not returnable after purchase. If you are having difficulty accessing, watching, or downloading your content, please contact us: http://customer.comcast.com/contact-us/

How do I watch what I’ve purchased with XFINITY On Demand?

When you buy a TV show or movie from your TV or from xfinity.com/store, you may be able to view your purchased titles in multiple ways:

  • You can stream purchased titles on your TV through XFINITY On Demand, on your computer through xfinity.com/store, and with the XFINITY On Demand Purchases app for iOS and Android.
  • You can download titles to your computer or through the XFINITY On Demand Purchases app on your mobile device. Downloaded titles can even be viewed when you are not connected to the Internet. We recommend that you download purchased titles shortly after purchase.

How do I get the XFINITY On Demand Purchases app?

The XFINITY On Demand Purchases app is available in the iTunes App Store and through Google Play.

Will the TV shows and movies I purchase be available on my TV? What if I purchase on my TV? Will they be available on my computer and mobile devices?

Yes. The titles you purchase online from xfinity.com/store may appear in the purchases menu in the XFINITY On Demand section of your TV, and your purchases on your TV may be available in the XFINITY TV website (xfinity.com/store) and the XFINITY On Demand Purchases app. Please be patient, it may take up to 30 minutes for website purchases to appear on your TV, and vice versa. Some transactions can take up to 24 hours to appear on different platforms.

Can I transfer my downloaded content to another device?

No. Downloaded content on either your computer or your mobile device will not be transferrable to another device.

What equipment do I need?

  • TV: XFINITY On Demand customers using an XFINITY On Demand compatible set top box. For HD playback, an XFINITY HD set-top-box with XFINITY HD service connected to an HD TV is required.
  • Windows PC: A processor of 500MHz or faster is needed. RAM should be 128MB or more. You can operate with Windows XP SP2, Windows Vista 2008 & Windows Server 2008. For purchasing, downloading or streaming content, 1Mbps for Internet connection speed using Broadband, such as: DSL, cable modem, T1 or faster for HD. Video card: 64MB video memory or more. Sound card: 16-bit. Screen resolution: 800x600 or greater and Microsoft Silverlight must be installed. For HD streaming, you will need an HDCP-compliant device and may need a faster Internet connection. To determine if your device is HDCP compliant, check your owner's manual or spec sheet. Unfortunately, at this time, HD download is not available on Windows laptops and desktops.
  • Apple PC: If you have a Mac, the processor must be a 1.83MHz Intel Core Duo or faster. RAM can be 128 or more. You can operate with Mac OS 10.4.8 or higher. For purchasing, downloading, or streaming content, 1Mbps for Internet connection speed using Broadband, such as: DSL, cable modem, T1 or faster for HD. Video card: 64MB video memory or more. Sound card: 16-bit. Screen resolution: 800x600 or greater and Microsoft Silverlight, must be installed. Unfortunately, at this time, HD streaming and download are not available on Apple laptops and desktops.
  • PC Browser: For the best viewing experience, the following browsers are recommended: Internet Explorer 8 (or higher), Safari 5, Firefox 3.6 (or higher), and Chrome 12 or higher.
  • Mobile: In order to play titles on your iOS device, you will need iOS Version 6.0+ running on an iPhone 3GS or higher, iPad 2 or higher, or iPad Mini 1 and higher. For Android Devices, you will need Android 4.0+ and hardware with a minimum of 1Ghz CPI, 512 RAM, and 1 Gb memory storage. Unfortunately, at this time, HD streaming and playback are not available on iOS or Android mobile phones and tablets. For streaming or downloading content, access to a Wi-Fi connection or cellular data network is required (standard data charges apply).

Can I stream or download HD content on any device?

No. Not all devices support HD streaming and downloading. For HD streaming, you will need an HDCP-compliant device. If you have purchased HD titles, they may be streamed or downloaded in SD on devices that are not HDCP-compliant. To learn more about where you can stream or download HD purchases, click here.

Do my XFINITY parental controls also work on my XFINITY purchases?

Yes. On XFINITY set-top boxes, you can set up a parental control pin to limit access based on TV show and movie ratings or block the ability to purchase altogether. Learn how to set a set-top box parental control pin here: http://customer.comcast.com/help-and-support/cable-tv/control-what-your-child-watches.

On the XFINITY website and mobile app, you can also set parental controls. Learn more at http://customer.comcast.com/help-and-support/cable-tv/set-online-parental-controls/.

If you have XFINITY TV online parental controls set, titles that are above your parental control setting may not appear in your purchases menu on the XFINITY TV website or in the XFINITY On Demand Purchases app. For example, if you set the ratings to PG13, than R titles may not appear in your purchases on the website or in the mobile app. To allow these blocked titles to appear, you may need to change your XFINITY online parental controls settings. After you have modified your parental controls settings, you will need to Sign Out of the XFINITY TV website and then Sign In to enable the new settings.

Why do my purchased TV shows and movies say I have less than 72 hours of my rental remaining when I watch on my TV?

The 72-hour counter on the screen indicates how long the title may remain in the “Recently Viewed” folder, as well as how long your resume points are saved for that title. Your TV shows and movies may continue to be available in your Purchases menu in the XFINITY On Demand service.

If I am currently an XFINITY video customer and move, but keep XFINITY TV service at my new address, can I continue to access my purchases?

XFINITY TV customers who move, but keep XFINITY TV service at their new address, can continue to access their purchases on their XFINITY set-top box through XFINITY On Demand and their favorite devices. If you have completed the XFINITY Movers process (online or by speaking to a Move Specialist), the TV shows and movies that you have purchased via XFINITY may automatically be transferred to your new address.

If you did not go through the XFINITY Movers process, but disconnected your service and signed up for XFINITY service again at your new address, call 1-800-XFINITY to request that the TV shows and movies that you purchased from XFINITY be transferred to your new account within 60 days of disconnecting from your previous account. If you do not complete this process within 60 days, your purchases may be deleted and you may no longer be able to watch them.

If I disconnect from XFINITY TV, but remain an XFINITY Internet or Voice customer, can I continue to access my purchases? Can I continue to make additional purchases?

Yes, XFINITY customers who have Internet or Voice service can continue to purchase and access titles at xfinity.com/store and access their titles through the XFINITY On Demand Purchases app.

What happens to my purchases if I disconnect XFINITY service?

Viewing purchased titles on your TV requires a subscription to XFINITY TV service with access to XFINITY On Demand. If you disconnect all of your XFINITY services, you can continue to watch purchased titles on xfinitytv.comcast.net or on your mobile devices with the XFINTY On Demand Purchases app.

You will need your primary Comcast ID and password to access your purchases online or if you add a mobile device, so make sure you know your primary Comcast ID and password before disconnecting service. You will only be able to access your purchases with your primary Comcast ID (secondary ID's will no longer work). If you had parental controls enabled, you will need to set them up again after you log in the first time after you disconnect. If you have forgotten your Primary Comcast ID, you can learn your primary ID and password here by entering your Comcast account number and street address or phone number or by using the last 4 digits of your Social Security Number: https://login.comcast.net/myaccount/lookup.

How long does it take for a movie I purchased on my TV to appear in the XFINITY TV website and in the XFINITY On Demand Purchases app and vice versa?

It may take up to 30 minutes for a title to appear across your devices where you did not make the purchase, but most purchases should appear much quicker.

Why is a movie I purchased on my TV not appearing in the purchases area of xfinity.com/store or the XFINITY On Demand Purchases app?

Most likely, the titles are hidden because your XFINITY TV online parental controls are blocking the title based on the rating. You may have to modify your online parental controls settings to see all of your titles. Please note, you must Sign Out and Sign In again after making changes to parental controls for them to take affect. It is also possible that the devices have not had the chance to sync, and you may have to wait a few minutes for your purchases to appear on all your other devices.

Where can I watch HD titles?

If you purchase HD titles, you may have the ability to stream either the HD version or the SD version using an XFINITY HD set-top box connected to an HD TV. You may see both the HD version as well as the SD version of titles that you purchased in HD in your Purchases menu.

If you buy an HD TV show or movie before the SD version is available, you may receive the SD version once it becomes available to customers.

You can also stream HD titles on HDCP-compliant computers.

Why can’t I access my XFINITY On Demand “rentals” on multiple devices?

Currently, only purchased titles are supported on multiple compatible devices. Rentals are not yet supported.

Why does the same purchase appear twice in my Purchases menu?

When you buy the HD version of a title, you also receive the SD version so you can play the title on your devices, whether they support HD or not.

How many streams and downloads of XFINITY purchased content can I access?

Up to three different devices, such as computers, mobile phones, or tablets, may stream your purchased titles at any given time. In addition, up to three different devices may be registered to your account to download purchased TV shows and movies for playback while on the go.

What do I do if my mobile device or computer is lost or stolen?

You can unregister devices from the online store in the device management section of the online store settings. If you cannot access the online store, you can call 1-866-606-3846 and let the representative know that your device should no longer be linked to your account. They can help you remove it from the account.

Can I unregister my computer or mobile device from the XFINITY Store?

Yes, in the settings section of both the XFINITY On Demand Purchases app and in the XFINITY On Demand Player on your computer, as well as online at http://xfinitytv.comcast.net/mytv/store, there is the option to unregister your device. This will remove all downloaded titles and allow you to connect a new device to your account.

How am I billed for the movies and TV shows that I purchase from XFINITY?

Purchases made through the XFINITY On Demand menu on your TV will show up on your XFINITY bill. You must use a credit card to purchase movies and TV shows through the xfinity.com/store.

Who do I contact for help with an online billing question related to an online purchase from XFINITY On Demand?

For any billing related issues please contact us at 1-800-XFINITY or your preferred contact method.

Who do I contact for help with online or mobile technical issues or playback issues?

For any technical issues related to your set-top box, online or mobile applications, please contact us at 1-800-XFINITY or your preferred contact method.

Who do I contact for help with a billing question related to a purchase made on TV through XFINITY On Demand?

For any issues related to purchases made from the TV/set-top box, contact us at 1-800-XFINITY or your preferred contact method.

Who do I contact for help with TV technical or playback issues related to purchased titles?

For any technical issues related to the set-top box, contact us at 1-800-XFINITY or your preferred contact method.

I have disconnected from Comcast service and have forgotten my Comcast primary user ID, how do I retrieve it so that I can continue to access my purchased titles?

If you have forgotten your Primary Comcast ID, you can learn your primary ID and password here by entering your Comcast account number and street address or phone number or by using the last 4 digits of your Social Security Number, date of birth and phone number at this link: https://login.comcast.net/myaccount/lookup.

I have disconnected from Comcast service and have forgotten my Comcast primary ID password, how do I reset it so that I can continue to access my purchased titles?

If you have forgotten your password, you can reset your password here by entering your Primary Comcast ID and following the steps provided at this link: https://login.comcast.net/myaccount/reset?execution=e2s1

I have disconnected from Comcast service, whom do I contact for help with online or mobile technical issues or playback issues?

For any issues related to playback or download on the online store or XFINITY On Demand Purchases app, please contact us to report the issue by clicking here.