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Can't to connect to On-Demand

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Posted by
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Message 1 of 6
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For the past 4 days when I try to connect to On-Demand with any of my 3 cable set top boxes I get the following error message:

"Failed to contact the On-Demand Server. Call comcast service [CL-0x000f]."

 

I have called service a number of times and they have tried sending reset signals, and also had me try unplugging the cable boxes, waiting a bit, and then plugging them back in.  But none of those things worked.

 

All my other TV channels work, and my internet also works.

 

I tried using the Live chat, but after I login, I just get the "your chat will start soon" (or something like that, for hours and chat never starts up.  I tried using the TV trouble shooting and when it tries to connect to a chat, I get the following error:  "Server not found. Firefox can’t find the server at chtweb-wc-21p.cable.comcast.com."

 

Note that I have a comcast signal amplfier at the cable point of entry.

 

Help.

 

5 REPLIES
Posted by
Service Expert

Message 2 of 6
377 Views

 

twm47099,

 

Your issue has been escalated to the Comcast Team available to these forums. Check back often for a reply in this thread or via Private Message from a Comcast Official Employee.




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Posted by
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Message 3 of 6
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I had comcast technicians come to my house.  They found that comcast maintenance had installed a filter on my line at the street because they had detected noise on my line.

 

That filter prevented my set top boxes from being able to communicate with the on-demand server.

 

I understand the need to prevent noise from my house getting out into the main system and the reason why they had installed the filter.  What I don't understand is the reason why comcast did not inform me of the noise problem so I could get it taken care of.  I also don't understand why the telephone customer support was unable to explain what the error code meant or know that maintenance had installed a filter on my line.  (After I had read about the fiIters on this forum, I was finally able to contact comcast chat service, and I asked the person to check to see if a filter had been installed on my line.  She said there would be a note on my account saying so and that there was none.)

 

Posted by
Administrator

Message 4 of 6
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Solution

Hi twm47099 -- Apologies that you weren't alerted about this filter. Any time we place a filter on an account to prevent noise leakage the customer is supposed to be alerted to this. I did want to follow up to see if the techs were able to get your service working again. Can you confirm this On Demand error is clear now?




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Message 5 of 6
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Yes, On demand is now working.

Tom

 

Posted by
Administrator

Message 6 of 6
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Wonderful. Thank you for confirming. 




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