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Cannot change channel

Frequent Visitor

Cannot change channel

I'm using the latest Firefox release and for the last two weeks I have been unable to change the cable box Channel through my computer. Any ideas? Thank you in advance.

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Official Employee

Re: Cannot change channel


starfiter wrote:

I'm using the latest Firefox release and for the last two weeks I have been unable to change the cable box Channel through my computer. Any ideas? Thank you in advance.


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 DVR 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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Frequent Visitor

Re: Cannot change channel

Hi Joe,

 

I tried your suggestion. I unplugged my cable box for 15 min. and plugged it back in. I waited overnight for the data to reload. I still get an error message when I try to change the channel through the computer. Anything else I could try?

 

thank you,

 

Ole

Official Employee

Re: Cannot change channel


starfiter wrote:

Hi Joe,

 

I tried your suggestion. I unplugged my cable box for 15 min. and plugged it back in. I waited overnight for the data to reload. I still get an error message when I try to change the channel through the computer. Anything else I could try?

 

thank you,

 

Ole


What is the exact error message you are getting?

 

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




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Frequent Visitor

Re: Cannot change channel

The message says:

 

We're sorry.

 

An error has occurred during this request.

 

Please wait a moment and try again.

 

If you continue to have problems please contact Customer Care at 1-800-COMCAST (1-800-266-2278) for assistance

Official Employee

Re: Cannot change channel


starfiter wrote:

The message says:

 

We're sorry.

 

An error has occurred during this request.

 

Please wait a moment and try again.

 

If you continue to have problems please contact Customer Care at 1-800-COMCAST (1-800-266-2278) for assistance


Try using a different web browser and let me know if it works. This is not a permanent solution but it will help us narrow down your issue.

 

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




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Frequent Visitor

Re: Cannot change channel

I've tried Internet Explorer and Google Chrome. I uninstalled Constant Guard and reinstalled it. Same thing with all.

Official Employee

Re: Cannot change channel


starfiter wrote:

I've tried Internet Explorer and Google Chrome. I uninstalled Constant Guard and reinstalled it. Same thing with all.


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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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
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Frequent Visitor

Re: Cannot change channel

okay. Thank you for your help.

Frequent Visitor

Re: Cannot change channel

Hi Joe,

 

The channel changer seems to be working almost. It says your request to set undefined has been sent. And it changes the channel.

 

Thank you,

 

Ole

 

 

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