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Support XFINITY TV XFINITY On Demand Purchases - Equipment Requirements and FAQs

Introduction

XFINITY On Demand Purchases is a new feature from XFINITY On Demand that allows you to buy movies and television shows you love so you can watch them over and over again on multiple devices. With XFINITY On Demand Purchases, you can:

  • Buy and stream movies and TV shows on your set-top box
  • Buy, stream and download movies and TV shows on your PC at XFINITY TV Go
  • Stream and download movies and TV shows with the XFINITY On Demand Purchases app for Android and Apple mobile devices

View the following videos for more help with XFINITY On Demand Purchases:

Equipment Requirements

Set-top box
You must have an XFINITY set-top box enabled for XFINITY On Demand.

PC

  • A processor of 500 MHz or faster is needed
  • RAM can be 128 MB or more
  • You can operate with Windows XP SP2, Windows Vista 2008, & Windows Server 2008
  • 1 Mbps broadband Internet connection speed (DSL, cable modem, T1 or faster)
  • Video card: 64 MB video memory or more
  • Sound card: 16-bit
  • Screen resolution: 800 x 600 or greater and Microsoft Silverlight must be installed
  • For HD playback, you will need an HDCP-compliant device

Mac
  • If you have a Mac, the processor must be 1.83 GHz Intel Core Duo or faster
  • RAM can be 128 MB or more
  • You can operate with Mac OS 10.4.8 or higher
  • 1 Mbps broadband Internet connection speed (DSL, cable modem, T1 or faster)
  • Video card: 64 MB video memory or more
  • Sound card: 16-bit
  • Screen resolution: 800 x 600 or greater and Microsoft Silverlight must be installed
  • Mac computers will not be able to utilize HD playback

Browser

For the best viewing experience, the following browsers are supported:
  • Internet Explorer 8 (or higher)
  • Safari 5, Firefox 3.6 (or higher)
  • Chrome 12

Mobile – Android and Apple devices:
  • For Android devices, Android 2.3.3 or higher is required.
  • For Apple devices, iOS 6.0 or later is required. Compatible with iPhone, iPad and iPod Touch. This app is optimized for iPhone 5.

Frequently Asked Questions (FAQs)

How do I watch what I’ve purchased with XFINITY On Demand?
When you buy a movie or TV show 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 Apple and Android devices.
  • 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.

Where can I find content to purchase?
You can purchase content on your XFINITY set-top box or on your computer:
  • Set-top box: Go to the XFINITY On Demand menu. Content available for purchase can be found in the Movies to Own and TV Shows to Own sections.
  • PC or Mac: Go to the XFINITY TV Store at xfinity.com/store.

How do I purchase content?
You can purchase content on your XFINITY set-top box or on your computer:
  • Set-top box:
    1. Select a title that says “Purchase” in the description field and press the Buy button.
    2. You will be asked to confirm your order. If you confirm, your purchase will be complete and your new movie will be available to watch anytime in the Purchases folder on the set-top box and on multiple devices.
    3. The charge for the transaction will appear on your next Comcast bill.
  • PC or Mac:
    1. Go to the XFINITY TV Store under the Saved tab at XFINITY TV Go and find titles that you would like to purchase.
    2. Click Buy and go through the order flow process.
    3. You will be asked to enter credit card information.
    4. Once you have confirmed your purchase, your purchased content will appear in the Purchases section of XFINITY TV Go, in the Purchases folder on your set-top box and in the XFINITY On Demand Purchases app.
    5. The charge for the transaction will appear on your next credit card bill.

How do I differentiate a title that is available for purchase from a title 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 Buy. In the list view of titles, they will have the word Buy next to the title.

Why are some movie titles only available for purchase and not available for rental?
Some new releases will be available for purchase-only several weeks prior to the rental or DVD release date (varies by title). For example, Despicable Me 2 was available for purchase four weeks before the rental release date; Fast and Furious 6 was available for purchase three weeks before the rental release date; while other titles will be available for purchase two weeks before the rental or DVD release date.

Note: Availability of titles for purchase or for rental on XFINITY On Demand is subject to content agreements.

Why are some TV show episodes and seasons only available for purchase and not available on XFINITY On Demand?
Most current TV show episodes and seasons are typically available on XFINITY On Demand for free if the particular channel is part of your subscription (e.g., the most recent season of Showtime’s Homeland may be available for you to watch On Demand if you subscribe to Showtime). The TV show episodes available for purchase are usually from previous seasons.

Note: Availability of titles for purchase or to watch for free on XFINITY On Demand is subject to content agreements.

Can I return my XFINITY purchased movie or TV show?
Movies and TV shows are not returnable after purchase. If you are having difficulty accessing, watching or downloading your content, please contact us.

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 ID and password may be able to make purchases through the XFINITY TV website using a credit card.

How do I get the XFINITY On Demand Purchases app?
The XFINITY On Demand Purchases app is available through Google Play and the iTunes App Store.

Can I watch HD on an Apple device, Android device or Apple computer?
No. Apple and Android mobile devices and Apple computers do not support HD playback. For HD playback, you will need an HDCP-compliant device. If you have purchased HD titles, they may be streamed or downloaded in SD (Standard Definition) for playback on these devices.

Will the movies and TV shows 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 Store (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.

If you do not want members of your household to access the movies you purchased online, see Online Parental Controls and PINs or call 1-866-781-1888 for specific instructions on setting up parental controls.

Why does my purchased content say I have less than 72 hours of my rental remaining?
When you watch a piece of content you purchased, that content will appear in the Recently Viewed folder for 72 hours. The counter on the screen indicates how long the title will remain in Recently Viewed. Your title will remain in your Purchases folder after the counter expires. You will always be able to access it from the Purchases folder.

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.

Why can't I access my XFINITY On Demand rentals on multiple devices?
Currently, only XFINITY On Demand Purchases are supported on multiple devices. Rentals are not yet supported.

If I disconnect from XFINITY TV, but remain an XFINITY Internet or XFINITY Voice customer, can I continue to access my purchases? Can I continue to make additional purchases?
Yes, if you subscribe to XFINITY Internet or XFINITY Voice service, you can continue to purchase and access titles at xfinity.com/store and access your 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 an XFINITY website, or on certain mobile devices, but you may need to complete a transfer process within 60 days of cancelling your account.
  • You will need your old primary Comcast ID and password to go through this process. Make sure you know your primary Comcast ID and password before disconnecting service. You can learn your primary Comcast ID and password here: https://login.comcast.net/myaccount/lookup.
  • Within 60 days of disconnecting your XFINITY service, you need to visit xfinity.com/store and log in with your primary Comcast ID and password.
  • Once there, you may be redirected to www.xfinityondemand.com/purchases.
  • You may then be prompted to create a new Comcast ID and password and you may need to reset your Parental Controls.
  • Going forward, you may be able to use this new Comcast ID and password to access previously purchased content from XFINITY at www.xfinityondemand.com/purchases.
  • 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 am currently an XFINITY TV 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 Edge process (online or by speaking to a Move Specialist), the movies that you have purchased via XFINITY may automatically be transferred to your new address.

If you did not go through the XFINITY Movers Edge process, but disconnected your service and signed up for XFINITY service again at your new address, contact us to request that the 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.

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 on devices other than the one where you made the purchase, but most purchases should appear much quicker.

Why is a title I purchased on my set-top box not appearing in the Purchases section of xfinity.com/store or the XFINITY On Demand Purchases app?
There may be a few reasons a title you purchased on the set-top box is not appearing on other devices:
  • Parental Controls: If you have online parental controls set, titles that you purchased on the set-top box may not appear on other devices if they are below the control threshold. For instruction on changing your online Parental Controls, see Online Parental Controls and PINs.
  • Sync-time: It may take up to 10 minutes for a title to appear on devices other than the one you made the purchase with.

What if I buy an HD piece of content but do not have a set-top box that supports HD content?
If you purchase an HD piece of content, you will have the ability to stream either the HD version or the SD version on your set-top box.

How many streams and downloads of XFINITY purchased content can I access?
Up to three different devices (such as computers, mobile phones or tablets) can be streaming your purchased titles or can download purchased movies and TV shows at any given time. A maximum of three devices can be registered to your account at once.

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 movie before the SD version is available, you may receive the SD version once it becomes available to customers.
  • You can also stream or download HD titles on HDCP-compliant computers and mobile devices.

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 TV Store?
Yes, there is the option to unregister your device 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 xfinity.com/store. This will remove all downloaded titles and allow you to connect a new device to your account.

How many streams and downloads of XFINITY purchased content can I access?
Up to three different devices (such as computers, mobile phones or tablets) can be streaming your purchased titles or can download purchased movies and TV shows at any given time. A maximum of three devices can be registered to your account at once.

Parental Controls FAQs

How do I prevent people in my household from watching my XFINITY On Demand Purchases?
To prevent people in your household from seeing your purchases, we recommend setting Parental Controls on your devices:

  • Set-top box: To prevent people in your household from watching movies you have purchased, you can set up a parental control PIN. See Manage Parental Controls on a Set-Top Box or call 1-866-781-1888 for specific instructions on setting set-top box Parental Control PINs.
  • PC and Mobile: You can prevent household members from seeing your purchases on the computer and on mobile devices by setting online parental controls. For instructions on setting online and mobile Parental Controls, see Online Parental Controls and PINs.

How do I prevent people in my household from buying XFINITY On Demand Purchases?
Set a purchase PIN to prevent household members from making purchases or rentals. See XFINITY On Demand and Pay-Per-View Parental Controls for instructions on setting up a purchase PIN.

How do Parental Controls work for XFINITY Purchases online?
If you have online Parental Controls set, titles that are below your control setting will not appear in your purchases folder online or on the XFINITY On Demand Purchases app. To make blocked titles appear, you must change your online Parental Controls settings. Once you change your settings, all titles will appear in the Purchases section and are available for playback.

Support FAQs

Who do I contact for help with an online billing question related to an online purchase from XFINITY On Demand?
For any issues related to credit card purchases from the online store, or issues related to the On Demand Purchases app, please contact us at:
Phone Support: 1-866-606-3846
Email Support: xfinitytvstoresupport@appletree.net

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, please contact us.

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, please contact us.

Find this article at:

http://customer.comcast.com/help-and-support/cable-tv/xfinity-on-demand-purchases/