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Mobile app says I have no eligible boxes

Regular Visitor

Mobile app says I have no eligible boxes

I am unable to control my tv with my I pad. It says I do not have an eligible box. What do I need? I have a high def DVR. Help!

Regular Visitor

Re: Mobile app says I have no eligible boxes

You need to upgrade to anyroom dvr

Regular Visitor

Re: Mobile app says I have no eligible boxes

What is an any room DVR? Do. Have to get a new box? Is this something that can be done on the phone? Thanks for your rapid response. 

Silver Problem Solver

Re: Mobile app says I have no eligible boxes

Hello,

That is not true you don't need to upgrade to anyroom dvr to change your tv channels on your phone. What you need is a compatiable set top box and setup the box online.

Here is the following link that tells you about anyroom dvr.

http://customer.comcast.com/help-and-support/cable-tv/using-anyroom-dvr/ 

New Poster

Re: Mobile app says I have no eligible boxes

it all depends on the area you live in, area's that use motorola cable boxes should allow you to do it, but if you live in an area that uses the scientific atlanta/cisco cable boxes then no matter what it says online or the person on the phone says about needing all new equipment it will not work, the areas with SA/Cisco equipment just doesn't work yet.

Official Employee

Re: Mobile app says I have no eligible boxes


pjorgensen wrote:

What is an any room DVR? Do. Have to get a new box? Is this something that can be done on the phone? Thanks for your rapid response. 


Try unplugging your box for a minute or so and then plug it back in.

 

I suggest you do this before you leave the house or before you go to bed. It takes some time for the grid to fully load and for the cable box to fully sync back up again.

 

After you have done this, please try again and let me know the results.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Official Employee

Re: Mobile app says I have no eligible boxes


pjorgensen wrote:

I am unable to control my tv with my I pad. It says I do not have an eligible box. What do I need? I have a high def DVR. Help!


 

Apologies for any confusion.

DVR Manager is not yet available in your area of PA. It is scheduled to be available by the end of this year for your area.

Some Comcast areas that use Cisco or Scientific Atlanta branded DVRs started to get the updated guide software (and DVR Manager access) in July and August. Thanks for your patience.


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New Poster

Re: Mobile app says I have no eligible boxes

I just got my cable service setup today and the technician stated I could use my iPhone to change the channels with the app.  The app shows no eligible TVs.  I have a motorola HD DVR and I am in Tamarac, FL.

 

Please assist.

Official Employee

Re: Mobile app says I have no eligible boxes


mikecora wrote:

I just got my cable service setup today and the technician stated I could use my iPhone to change the channels with the app.  The app shows no eligible TVs.  I have a motorola HD DVR and I am in Tamarac, FL.

 

Please assist.


It can take up to 24 hours for your account to fully sync. Please reach back out to me this time tomorrow if you are still having issues.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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New Poster

Re: Mobile app says I have no eligible boxes

Same problem joe,iPads + xfinity+ Cisco+ zip code 22551= no tv on iPad what up?

New Poster

Re: Mobile app says I have no eligible boxes

I am also having this problem. I was able to control my hd dvr from the xfinity app.  No longer.  It does see my other cablebox that is not a dvr. 

How can I resolve?  I have unplugged the dvr, I have also unplugged from the cable modem. This has not resolved the problem.

When I try to log on to my account it tells me I do not have a dvr box, which I do.

Zip 60618

Motorla cable modem. 

Official Employee

Re: Mobile app says I have no eligible boxes

DVR Manager is expected to be available to all of our Scientific-Atlanta and Cisco branded DVRs by the end of the year. 

We have already started the site by site activation (DVR Manager requires some additional new guide software and some infrastructure to be activated).

 


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New Poster

Re: Mobile app says I have no eligible boxes

i am having the same issue says no compatible boxes, area code 08742

Official Employee

Re: Mobile app says I have no eligible boxes


fgjones wrote:

i am having the same issue says no compatible boxes, area code 08742


DVR Manager is expected to be available to all of our Scientific-Atlanta and Cisco branded DVRs by the end of the year. 

We have already started the site by site activation (DVR Manager requires some additional new guide software and some infrastructure to be activated).

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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New Poster

Re: Mobile app says I have no eligible boxes

I'm having the same problem.  I have the Motorola DCT2244 and I didn't see it on the list, I chatted with someone from comcast last night and he reset my box and said it should take 7 hours, it's been over that and it's still not working.  Then I called comcast today and they're saying the box isn't compatible.  Which would mean I'd have to replace 3 boxes since all mine are the same numbers.  Any help would be greatly appreciated.

 

Joanne

Official Employee

Re: Mobile app says I have no eligible boxes


jodyice63 wrote:

I'm having the same problem.  I have the Motorola DCT2244 and I didn't see it on the list, I chatted with someone from comcast last night and he reset my box and said it should take 7 hours, it's been over that and it's still not working.  Then I called comcast today and they're saying the box isn't compatible.  Which would mean I'd have to replace 3 boxes since all mine are the same numbers.  Any help would be greatly appreciated.

 

Joanne


I am sorry but your boxes are not compatible.

 

Contact your local Comcast Service Center and see if you are able to swap them out with a compatible box.

 

Compatible boxes are:

 

DCH 3416; DCH 3416R

DCH 6416 

DCT 3412; DCT 3412R

DCT 3416

DCT 6208; DCT 6208R

DCT 6412; DCT 6412R

DCT 6416

DCX3400 / 3400M

DCT RNG200N

 

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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New Poster

Re: Mobile app says I have no eligible boxes

Thanks so much, Joe.  At least I'm no longer getting the run around about it.  I was getting tired of different people telling me different responses.

New Poster

Re: Mobile app says I have no eligible boxes

Hi Joe.

 

Same as everyone, I want to use my ipad and iphone as a remote with the Xfinity app.  When do you expect this service in 33190?

New Poster

Re: Mobile app says I have no eligible boxes

Alb 007:  am also having this problem. I was able to control my hd dvr from the xfinity app.  No longer.  It does see my other cablebox that is not a dvr. 

How can I resolve?  I have unplugged the dvr, I have also unplugged from the cable modem. This has not resolved the problem.

When I try to log on to my account it tells me I do not have a dvr box, which I do.

Zip 60618

Motorla cable modem. 

 

 

i am having the same exact issue, my name also says it all. corp 1720 49509 dcx3400m, also just swapped with another dcx3400m. Being a tech, i know box is compatible. also wondering if acct needs to be reset. any pms from mods  to email would be fine. thx

Official Employee

Re: Mobile app says I have no eligible boxes


TechTJ wrote:

Alb 007:  am also having this problem. I was able to control my hd dvr from the xfinity app.  No longer.  It does see my other cablebox that is not a dvr. 

How can I resolve?  I have unplugged the dvr, I have also unplugged from the cable modem. This has not resolved the problem.

When I try to log on to my account it tells me I do not have a dvr box, which I do.

Zip 60618

Motorla cable modem. 

 

 

i am having the same exact issue, my name also says it all. corp 1720 49509 dcx3400m, also just swapped with another dcx3400m. Being a tech, i know box is compatible. also wondering if acct needs to be reset. any pms from mods  to email would be fine. thx


When did you swap out the boxes? It can take up to 24 hours for the new box to fully sync with your account.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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New Poster

Re: Mobile app says I have no eligible boxes

I recently upgraded from 1 digital box to 1 HDDRV and 2 regular HD boxes.

- DCX3400

- DCH3200 (2)

 

Prior to the upgrade, I was able to control the TV (change the channels) using the digital box from my iPhone/iPad.

 

After uninstalling the digital box, then installing the 3 new boxes, the result was this:

- DCX3400 (Controlable)

- DCH3200 (1) (Controlable)

- DCH3200 (2) (Would not activate)

 

I swapped the 2 DCH boxes with each other to see if it was the cable connection or the box that was the non-activation issue and it was the box, not the connection, so I swapped them back to the ports I originally had them installed.  I then took the broken box back to the Comcast store and they gave me a new RNG110 box.

 

After installing and activating the new box, the results are this:

- DCX3400 (Controlable)

- DCH3200 (Not-Recognized)

- RNG110 (Not-Recognized)

 

I've tried the following to troubleshoot:

1. Unplugged the boxes from the wall (both power and cable), then plugged them back in.  Waited more than half a day.  No change.

2. Spoke with a "technician" over email.  Unable to explain a) why it wouldn't work, b) why I would want this feature anyway.

3. Waiting over a week for services and boxes to sync.

 

My questions then are:

1. Are my boxes compatible with the app?

2. Where can I find a list of what is compatible in my area?

3. Is there a step somewhere that I may have missed that is not outlined in the basic configuration instructions?

4. Why was one box recognized before I moved it and now is not?

 

Thanks in advance for your assistance.

 

- Chris, 80014

Official Employee

Re: Mobile app says I have no eligible boxes


KeyboardCowboy5 wrote:

I recently upgraded from 1 digital box to 1 HDDRV and 2 regular HD boxes.

- DCX3400

- DCH3200 (2)

 

Prior to the upgrade, I was able to control the TV (change the channels) using the digital box from my iPhone/iPad.

 

After uninstalling the digital box, then installing the 3 new boxes, the result was this:

- DCX3400 (Controlable)

- DCH3200 (1) (Controlable)

- DCH3200 (2) (Would not activate)

 

I swapped the 2 DCH boxes with each other to see if it was the cable connection or the box that was the non-activation issue and it was the box, not the connection, so I swapped them back to the ports I originally had them installed.  I then took the broken box back to the Comcast store and they gave me a new RNG110 box.

 

After installing and activating the new box, the results are this:

- DCX3400 (Controlable)

- DCH3200 (Not-Recognized)

- RNG110 (Not-Recognized)

 

I've tried the following to troubleshoot:

1. Unplugged the boxes from the wall (both power and cable), then plugged them back in.  Waited more than half a day.  No change.

2. Spoke with a "technician" over email.  Unable to explain a) why it wouldn't work, b) why I would want this feature anyway.

3. Waiting over a week for services and boxes to sync.

 

My questions then are:

1. Are my boxes compatible with the app?

2. Where can I find a list of what is compatible in my area?

3. Is there a step somewhere that I may have missed that is not outlined in the basic configuration instructions?

4. Why was one box recognized before I moved it and now is not?

 

Thanks in advance for your assistance.

 

- Chris, 80014


Thank you for all the detail, this was very helpful.

 

Your account has some mismatches and our team is looking into this issue now. Someone will reach out to you shortly.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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New Poster

Re: Mobile app says I have no eligible boxes

When will this app be available for use in 22206?!?  Please let me know, someone ... The whole reason we got OnDemand was so we could watch TV on the go.  You guys should've clearly stated on the commercials that this service was only available for 1 percent of the country

Official Employee

Re: Mobile app says I have no eligible boxes


corporalclean wrote:

When will this app be available for use in 22206?!?  Please let me know, someone ... The whole reason we got OnDemand was so we could watch TV on the go.  You guys should've clearly stated on the commercials that this service was only available for 1 percent of the country


No matter where you live, you are able to watch videos on the XFINITY TV App.

 

Download the XFINITY TV Player App and log into with your Comcast.net e-mail address or Comcast ID to start watching content.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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New Poster

Re: Mobile app says I have no eligible boxes

Gotcha.  Thanks for that, but when will the OnDemand feature be available on that app?

 

Thanks

Justin

Official Employee

Re: Mobile app says I have no eligible boxes


corporalclean wrote:

Gotcha.  Thanks for that, but when will the OnDemand feature be available on that app?

 

Thanks

Justin


You can watch On Demand content through the XFINITY TV Player App now.

 

Are you referring to a certain movie or TV Show or am I misunderstanding you?

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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New Poster

Re: Mobile app says I have no eligible boxes

Sorry, I have a Cisco RNG200 set-top box.  When I start the app, it says that I don't have an elgible receiver.  When I called customer service today, I was told that I wouldn't be able to watch the prime channels we were subscribed to, or use a lot of the features, because all these things aren't available in my viewing area.  I was just wondering if anyone knew when these features would be available.

 

Thanks

Justin

Official Employee

Re: Mobile app says I have no eligible boxes


corporalclean wrote:

Sorry, I have a Cisco RNG200 set-top box.  When I start the app, it says that I don't have an elgible receiver.  When I called customer service today, I was told that I wouldn't be able to watch the prime channels we were subscribed to, or use a lot of the features, because all these things aren't available in my viewing area.  I was just wondering if anyone knew when these features would be available.

 

Thanks

Justin


You can watch TV shows and movies on the app but you won't be able to set DVR recordings or change the channel on your TV.

 

DVR Manager is expected to be available to all of our Scientific-Atlanta and Cisco branded DVRs by the end of the year. 

We have already started the site by site activation (DVR Manager requires some additional new guide software and some infrastructure to be activated).

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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New Poster

Re: Mobile app says I have no eligible boxes

I have the Motorola DCX3400M box which is listed as compatible. I am wondering if the app is not yet available for function in my area. Zip code is 49503. Thanks.

Regular Visitor

Re: Mobile app says I have no eligible boxes

i just moved - prior to my move i had full control over my DVR from my ipad and iphone.  now i have no boxes defined.  can someone help me?

Official Employee

Re: Mobile app says I have no eligible boxes


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Regular Visitor

Re: Mobile app says I have no eligible boxes

thanks Joe - yes, my service was transferred on thursday 10/18 and my mobile account is still saying no valid boxes.

Official Employee

Re: Mobile app says I have no eligible boxes


meechelle wrote:

thanks Joe - yes, my service was transferred on thursday 10/18 and my mobile account is still saying no valid boxes.


Our team is looking into your issue now. Someone will contact via phone within the next 72 hours. If they do not reach you, they will leave a message so please check your messages.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Regular Visitor

Re: Mobile app says I have no eligible boxes

thanks - they have called but i am not at home during the day.  apparently they will call one more time tomorrow morning - do they know what time?

New Poster

Re: Mobile app says I have no eligible boxes

I also have the no eligible boxes problem.  I just received a few days ago two new DVRs - The Cisco 200N boxes.  After several hours of failed attempts to get help from Comcast Phone Support I thought I would try this forum.

 

So do the Cisco DVRs work or not?  If so what do I need to do to get them working.  The last support call I had before getting disconnected said that the boxes were now mapped correctly.  I am in the Sarasota area.

 

Official Employee

Re: Mobile app says I have no eligible boxes


TVLOB wrote:

I also have the no eligible boxes problem.  I just received a few days ago two new DVRs - The Cisco 200N boxes.  After several hours of failed attempts to get help from Comcast Phone Support I thought I would try this forum.

 

So do the Cisco DVRs work or not?  If so what do I need to do to get them working.  The last support call I had before getting disconnected said that the boxes were now mapped correctly.  I am in the Sarasota area.

 


What were the make and model of your two older boxes? Did Remote Tune and DVR Manager work on your older boxes?

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

 


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New Poster

Re: Mobile app says I have no eligible boxes

The older boxes were not DVRs.  I think they were the Cisco 150.

 

The reason I upgraded was that I was told that the old boxes did not work with the Apps but the 200N would work.  

 

***Update***

I just got off the phone with Comcast support and was just told the Xfinity App DVR Manager is not available in the Sarasota area.

 

Is that true?

Official Employee

Re: Mobile app says I have no eligible boxes


TVLOB wrote:

The older boxes were not DVRs.  I think they were the Cisco 150.

 

The reason I upgraded was that I was told that the old boxes did not work with the Apps but the 200N would work.  

 

***Update***

I just got off the phone with Comcast support and was just told the Xfinity App DVR Manager is not available in the Sarasota area.

 

Is that true?


DVR Manager is expected to be available to all of our Scientific-Atlanta and Cisco branded DVRs in the near future.

We have already started the site by site activation (DVR Manager requires some additional new guide software and some infrastructure to be activated).

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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