Welcome to Comcast Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,709,717

members

64

online now

1,873,050

discussions

Back to Top

On demand not working

SOLVED
Posted by
Frequent Visitor
  • Great Job! Your reply has been accepted. Thank you for helping and Congrats on your 1st Solution.
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Message 1 of 10
998 Views

My On Demand just stopped working.  I tried rebooting by unplugging the power cord several times, did not help.  Error code is CL-0x0001.  The other channels, guide, all work as usual.

1 ACCEPTED SOLUTION

Accepted Solutions
Posted by
Frequent Visitor
  • Great Job! Your reply has been accepted. Thank you for helping and Congrats on your 1st Solution.
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Message 9 of 10
847 Views
Solution

Tech came out, worked on the wires; on demand is working now!

9 REPLIES
Posted by
Service Expert

Message 2 of 10
945 Views

 

bluemando,

 

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.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark it as a solution!solution Icon

Posted by
Frequent Visitor
  • Great Job! Your reply has been accepted. Thank you for helping and Congrats on your 1st Solution.
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Message 3 of 10
927 Views

Update:  While on the phone with support last night, we did a manual reboot; did not help.   Support sent a signal to cause the box to "pair" with the on demand server; still did not work.

Posted by
Admin1

Message 4 of 10
872 Views

Hi bluemando -- I can help with that On Demand error. CL-0x0001 means there's a communication issue with the On Demand server. This is generally caused by out of spec signal levels. I reviewed your account health and it is showing multiple signal issues. Since standard technical support has not helped, the next step would be to have a tech visit. I can schedule that for you and would need to know days/times that work best for you. 




Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
Posted by
Frequent Visitor
  • Great Job! Your reply has been accepted. Thank you for helping and Congrats on your 1st Solution.
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Message 5 of 10
863 Views

I do not believe there are any signal issues affecting on demand; nothing has changed between the years that it worked, and the day it stopped working. I accessed diagnostics, and S/N ratio is 37 (the error message is actually CL-0x000f).

       Is on demand enabled for my account?

   On the day that on demand stopped, a Comcast truck was working on the pole outside my house, and I suspect they did something that disrupted service.   That could be corrected by visiting the pole, at any time.   I'm not going to take time off work for a tech visit that will likely not find any issues inside the house.

If you want to come at a time when I'm home, schedule it for 5:30 PM on Thursday or Friday, March 23 or 24; or 5:30 PM Monday March 27.   Bring a replacement cable box.

PS, please make a refund for the five or more days my service was not working.

As you can perhaps tell, I'm upset about this lack of support, and I have limited time to work on it.

Posted by
Admin1

Message 6 of 10
854 Views

Your account health confirms that signal issues are present. SNR is not an issue but Upstream is showing issues. I have scheduled a tech visit for tomorrow for your preferred time. 

 

On Demand is a free service with your cable subscription so we do not offer credit for that service however I can compensate in other ways. I can offer a Premium station of your choice free for 3 months or I do have an available discount for your cable subscription. Which of those would you be interested in?




Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
Posted by
Frequent Visitor
  • Great Job! Your reply has been accepted. Thank you for helping and Congrats on your 1st Solution.
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Message 7 of 10
850 Views

Thanks for your polite response.  A discount would be nice.   I'll be waiting for the tech tomorrow at 5:30.  Thanks!

Posted by
Admin1

Message 8 of 10
829 Views

You're welcome sir. I have sent you a PM with discount options you can choose from. 




Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
Posted by
Frequent Visitor
  • Great Job! Your reply has been accepted. Thank you for helping and Congrats on your 1st Solution.
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Message 9 of 10
848 Views
Solution

Tech came out, worked on the wires; on demand is working now!

Posted by
Admin1

Message 10 of 10
780 Views

Excellent! Thanks for letting us know everything is working now. 




Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon