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I have a new acct 11/6 and I am unable to receive on-demand error code XRE-07002 please help.
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Called again today, they are migrating to a new billing systems and had a provisioning problem with the box. Look like box was still tied to old billing system, but my account is actually on new billing system - i.e. no way for the box to verify On Demand fees/service levels to an "inactive" appearing account. Seems like only way to resolve is to call to notify them the switch was done incorrectly.
Problem was fixed after a couple of more calls. The X1 box was eventually fixed after they provisioned the box to the new billing system correctly. We have an HD DTA as well, but that took longer to fix. I advised rep of a suggestion to totally remove the DTA from the new billing account #, then re-apply it to the account. That did the trick.
I am also a new customer as of 10/27 and I have had this error message for almost 2 weeks now (a week before that HBO and Starz on demand wasn't working). I have done the online chats with over 10 people regarding this issue. No one can fix it or offers any resolution to the problem. I began to contact my local sales rep who signed us up. He finally told me about the billing issue, but no timeline on when it would be fixed was given. On Sunday he told me a tech would come out to replace my box. Of course the tech never showed. I was told yesterday that someone will "hopefully be able to come today or tomorrow".
Already hating this company and their poor customer service. I highly doubt we will be credited for the time we weren't able to use what we are paying for.
Not sure if this will help anyone, but I thought I'd share. We were a new account which was experiencing on demand problems that no one could fix. A tech finally came to our house and he found out from his dispatch contact that our account was somehow placed in a "disconnect" state--- not sure why, maybe b/c of their new billing system problems? He had to call 1-800-comcast and was switched to a few different people and someone was able to help. She had to add the package we were supossed to have to our account b/c it was showing that we had no package! We had to get a new email, they gave us a new landline. When the tech left the on demand was still showing an error message (this time a different one than the 07002). He told me to wait a day or two and I just checked this morning and everything works. Maybe this will help solve someone else's issues. Now onto the next battle which is to get our bill changed to the correct amount plus add credit for all of the missed time.
To help residents and emergency personnel stay connected during this time, Comcast is opening up Xfinity WiFi outdoor and SMB hotspots in these communities to anyone who needs them, including non-Xfinity Internet subscribers.
This will be starting at 4:00 PM ET on Monday, March 5, 2018, through Friday, March 16, 2018.
For more about these open Xfinity Hotspots see here.