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on demand error SRM-9004

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on demand error SRM-9004

Once again On Demand is not working.  This is an ongoing problem that usually only occurs at night.  I am paying >$200/month for service that doesn't work, and when I scheduled a tech to come out, although I wasn't told at the time, there is a charge to get the service checked.  This is ridiculous.  Usually it works the next day, and the tech said that if that was the case, I would be charged about $75.  What's the answer?

Official Employee

Re: on demand error SRM-9004

Hi madinflorida, I am showing on the account that one of our agents was trying to contact you but was unable to do so, are you still experiencing video on demand issues?

 

Thank you


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New Poster

Re: on demand error SRM-9004

We're getting same SRM-9004 error all the time.  Tried rebooting set top box but no difference.  Is there a permanent fix from Comcast?

Regular Contributor

Re: on demand error SRM-9004

I started service on 1/27/2016.  Our main XG1 DVR (model PX013ANC, part number: E2813416800) has always received error SRM-9004 when we try to use On Demand.

 

Tried getting help from Comcast with on-line chat.  The tech told me to power-down the DVR, unhook everything, and then connect everything again and power-up.  That did not solve the problem.

 

We have 3 PR150BNC satellite boxes.  They have no problem getting On Demand.

 

The chat technician told me to return the DVR to Comcast and get another DVR.

 

Update 1/30/2016 2:28 PM CDST

 

I've done additional Internet search research on this topic.  There is very little information available on this.

As an estimated guess I am thinking that the Cable Card has not been set up correctly in the Comcast customer database - probably a typo error.

 

 

Update 2/1/2016 5:19PM CDST

 

I called the Comcast 1-800 number to try to get some help on this problem that way.

This customer service rep was much more technically proficient as compared to the on-line chat rep.

The 1-800 rep ran several remote diagnostics and confirmed it was not a matter of the account not being set up or something that could be fixed with a re-boot.

My problem has been escalated to a specialist and I should be getting a phone call from Comcast in about 3 days.

 

Side note:  while waiting for my DVR to re-boot, the rep suggested that I try the Samsung XG2v3 for a satellite box because it can buffer live TV.  And, this is an interesting fact:  the newest models can buffer an hour of live TV (up from approximately 25 minutes).  I told him we have 3 PR150BNC-X boxes and they were good - but, the family didn't like that fact that they could not pause and rewind live TV.

 

Update 2/6/2016 2:59 PM CDST

 

I haven't heard back from Comcast.  So I contacted Comcast via live chat and set up an in-home tech visit for Monday.

 

Update 2/11/2016 8:17 AM CDST

 

A Comcast field tech arrived at my home as scheduled last Monday.  I demonstrated the SRM-9004 problem for him.  He disconnected my DVR from the coax cable and attached his handheld terminal to the cable and started "pinging" my network.  He said he had to "reset my entitlements for my DVR" to fix the problem.  I asked if that could have been done remotely by the other Comcast reps I had talked to on the phone and the internet.  He replied "yes".

 

My problem has been fixed.

 

I researched "Comcast reset entitlements" and now know that the first thing I should have done to fix this problem was call Comcast and ask for my "entitlements" to be "reset".

 

 

 

 

 

 

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