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i get an error 7 message when trying to access on demand everytime

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Member Since: ‎01-09-2011
Posts: 10
Message 1 of 12 (9,408 Views)

i get an error 7 message when trying to access on demand everytime

i've had comcast for at least  2 months already and still havent been able to watch on demand i tried uplugging the box and nothing 

11 REPLIES
Posted by
Edited on
‎01-09-2011 07:56 PM

Cable Expert

Member Since: ‎03-02-2007
Posts: 17,739
Message 2 of 12 (9,405 Views)

Re: i get an error 7 message when trying to access on demand everytime

[ Edited ]

Please phone into Comcast support for help, they will step through the troubleshooting steps including sending a signal to the box, and decide if a tech needs to come out or not.

 

Make sure you have recently unplugged - waited a minute and resplugged your set top box.  Check that all F connectors are snug on the box and at the TV outlet, and that you are not routing your coaxial cable through any AC surge protector strips.




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Posted by
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Member Since: ‎01-09-2011
Posts: 10
Message 3 of 12 (9,402 Views)

Re: i get an error 7 message when trying to access on demand everytime

well after posting  i took some time to call customer service they worked with me and told me to do a power cycle on it and then they sent signals to the box so now im patiently waiting to see what happens

Posted by
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Member Since: ‎01-09-2011
Posts: 10
Message 4 of 12 (9,396 Views)

Re: i get an error 7 message when trying to access on demand everytime

after waiting it showed just saying this channel will be shortly available but after it just took me to the same error 7 message so no luck yet

Posted by
Service Expert

Member Since: ‎02-04-2004
Posts: 16,299
Message 5 of 12 (9,389 Views)

Re: i get an error 7 message when trying to access on demand everytime

I found this concerning error 7:

 

Error 7 indicates a weak or degraded signal going into the Set Top Box. This error message is generated when there is a loose or bad connection going from the wall jack to the back of the cable box.

Power-cycle the cable box. This is done by unplugging the cable box. Once unplugged take the coaxial from the back of the STB as well as the wall jack, inspect the coax cable and make sure there is no physical damage. Check the center conductor, the middle pin at each end of the cable to make sure it's not bent and that nothing is touching the pin. Once inspected push center pin in wall jack as far as it will go then screw to tighten. Make sure you reconnect the cable to the Cable In/RF on the back of your STB.

If this fails to resolve the "Error 7" message your degraded signal is more than likely coming from the outside.
Not sure if this applies to you, since you get the message only when trying to access On Demand.



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Posted by
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Member Since: ‎01-09-2011
Posts: 10
Message 6 of 12 (9,383 Views)

Re: i get an error 7 message when trying to access on demand everytime

ok will try the proper procedures will update this post

Posted by
Edited on
‎01-10-2011 12:59 AM

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Member Since: ‎01-09-2011
Posts: 10
Message 7 of 12 (9,376 Views)

Re: i get an error 7 message when trying to access on demand everytime

[ Edited ]

ok so i check all my cables i did the power cycle again and waited once more i got to the screen where it said  channel will be available shorty then gave it a few minutes more and it got to where it says to activate on demand press ok i press it and it gives me the same error 7 code does this mean my package doesnt bring on demand but i got digital starter ?

Posted by
Edited on
‎01-10-2011 01:07 AM

Cable Expert

Member Since: ‎03-02-2007
Posts: 17,739
Message 8 of 12 (9,373 Views)

Re: i get an error 7 message when trying to access on demand everytime

[ Edited ]

More than likely you are having some signal issues that need a tech visit.  Most times it is an outside issue with the drop cable and fittings, and can be from temperature changes and moisture or damage to the drop cable.  It can certainly be with inside wiring and splitters too, especially if the splitters are mounted outside.

 

On Demand issues are more common and complicated due to the many downstream video channels involved, the out of band control channel, and the need for a good upstream channel to talk back to the system.  There are many pieces that can fail and break On Demand.

 

Calling Comcast back, they should schedule a tech visit to find and fix the issue.

 

If you get a hassle from Comcast on a tech visit, then post back and it can be escalated.

 

 




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Posted by
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Member Since: ‎01-09-2011
Posts: 10
Message 9 of 12 (9,370 Views)

Re: i get an error 7 message when trying to access on demand everytime

ok i will try to see if i can schedule a tech visit within this week so i can give you any information if the problem was solved or not

Posted by
Cable Expert

Member Since: ‎03-02-2007
Posts: 17,739
Message 10 of 12 (9,366 Views)

Re: i get an error 7 message when trying to access on demand everytime

We will be glad to learn what the tech finds if he needs to come out.




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Posted by
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Member Since: ‎01-09-2011
Posts: 10
Message 11 of 12 (9,359 Views)

Re: i get an error 7 message when trying to access on demand everytime

well after trying to get a appointment with a tech visit the person on the phone with me get it another go and sent hits to the cable box and now its running so yeap i didnt have to have a tech visit after all 

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Member Since: ‎08-28-2011
Posts: 1
Message 12 of 12 (6,848 Views)

Re: i get an error 7 message when trying to access on demand everytime

I am having a similar issue and have been on hold for twenty minutes.