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Error message: 900|106000 (Comcast Rep Transcript)

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Error message: 900|106000 (Comcast Rep Transcript)

So for those of you who are in the same boat as me with the error code and xfinity online not working I tried to get some answers and get them moving and get this issue noticed for us! 

 

This is the transcript of the chat I had with the online rep (I bolded XXXXed out my personal information incase any of you guys are super creepy E-Stalkers!) 

 

Pretty much came to the conclusion that the online rep can't help you and will just submit a ticket to have you called back in a day or so (which also probably wont help because this problem is obviously not an individual one but a problem with the website as a whole)

 

Anyway at least it has been acknowledged! Good luck guys and Comcast: Please get your act together and fix this!

________________________________________________________________________

Kevin: My Issue: Xfinity Online TV not working on my laptop, seems like everyone is having this issue and I would like some answers - better yet a SOLUTION please.

 

user Kevin has entered room

analyst Kristine has entered room

 

Kristine: Hello Kevin_, Thank you for contacting Comcast Live Chat Support. My name is Kristine. Please give me one moment to review your information.

Kevin: Ok

Kristine: Please wait, while the problem is escalated to another analyst

Kevin: My Issue: Xfinity Online TV not working on my laptop, seems like everyone is having this issue and I would like some answers - better yet a SOLUTION please.

 

user Kevin has entered room

analyst Kristine has entered room

analyst Sheryl has entered room

 

Sheryl: Hello Kevin_, Thank you for contacting Comcast Live Chat Support. My name is Sheryl. Please give me one moment to review your information.

Waiting for response from Kristine

 

Sheryl: Glad to have you on chat!

analyst Kristine has left room

 

Sheryl: Good evening, Kevin.

 

Kevin: Hi Sheryl

 

Kevin: How are you?

 

Sheryl: I am doing great, thanks for asking.

 

Kevin: Error message: 900|106000 is the specific Error Code. I have had myself and my wife both inquire about this on the forums (days ago) no response from an employee directly to us and the few people (there are tons) complaining about this only get a "we can call you in a few days response" I was hoping you would be able to provide me with a solution.

 

Sheryl: I understand that you are unable watch your favorite shows online.

 

Sheryl: Yes, we have some customers having issues with XfinityTV as well.

 

Sheryl: I understand that an escalations ticket has already been created for you?

 

Kevin: I travel alot and the main reason we use this service is the ability to watch online wherever we go, it is getting frustrating and I came on here because it seems like the questions on the forum are being ignored.

 

Kevin: I have not personally been contacted

 

Sheryl: I acknowledge the importance of you able to use this feature. I do watch my favorite shows online too. Rest assured that I am here to help you.

 

Sheryl: If needed, I will create a ticket to escalate the issue.

 

Kevin: I am glad to hear it, can you offer me a solution?

 

Sheryl: May I ask what username are you using to access the show?

 

Kevin: I have tried mine, my wifes and our childrens user names on 4 different browers and none of them work (also 3 different computers)

 

Sheryl: Thank you for that information.

 

Sheryl: Can I have your wife's name please?

 

Kevin: I consider myself relatively computer savvy it appears to me to be definitely a Comcast issue, I'm logged onto her account now its the primary

 

Kevin: XXXXXXXXX

 

Kevin: All other streaming services we have (Amazon Prime, Netflix,Youtube, Ect.) are working properly

 

Sheryl: Thank you.

 

Sheryl: CAn you give me an example of the network you are trying to access?

 

Kevin: HBO, Starz, Cinemax, even some of the FX and Network content (specificly the movies) are not working

 

Kevin: Online live TV appears ok and certain TV shows (CBS) seem to be working ok as well

 

Sheryl: ARe you using www.xfinintytv.comcast.net or www.xfininty.comcast.net?

 

Kevin: Let me double check

 

Kevin: http://xfinitytv.comcast.net/

 

Sheryl: Thank you.

 

Sheryl: Let me try to create a temporary pass.

 

Kevin: Ok!

 

Sheryl: Please give me 3 minutes.

 

Kevin: Sure thing

 

Sheryl: While waiting, Please do read about the Comcast Customer Guarantee athttp://www.comcast.com/corporate/Customers/CustomerGuarantee.html .

 

Sheryl: Kevin, can you access HBO at HBOGo.com?

 

Kevin: I can check, I stopped using it once the online Xfinity site came out because going to the individual providers for shows is a bit of a hassle compared to having them all on one site give me a minute I'll check if its working.

 

Kevin: appears to work fine directly from the provider

 

Sheryl: Thank you.

 

Sheryl: Can you go back to Comcast.net and sign in again?

 

Kevin: sure thing

 

Kevin: Im signed in

 

Sheryl: Great.

 

Sheryl: Can you access hbo from there?

 

Kevin: Trying to play a HBO content off of the Xfinity TV movies now and its still the same problem, a long "buffering" period followed by the error code I originally linked

 

Sheryl: Thank you.

 

Sheryl: I am completing a ticket to escalate the issue.

 

Kevin: How does that work if I may ask?

 

Sheryl: The escalations ticket will gather information where a higher fix agency will further assist in resolving the reported trouble.

 

Kevin: If you can include that there are hundreds of people complaining of this very same problem in the forums who are not getting a response I would appreciate it - this does not seem to be an individual problem but with the services as a whole.

 

Sheryl: A technician will need to contact you.

 

Sheryl: Is XXX-XXX-XXXX a good callback number?

 

Sheryl: Yes, that is correct.

 

Kevin: My cell phone would be best if that is okay Sheryl

 

Kevin: XXX-XXX-XXXX

 

Sheryl: Sure.

 

Sheryl: Thank you very much.

 

Kevin: XXX-XXX-XXXX is my primary residence number but I am traveling for work and business so I wont be home for days

 

Sheryl: That is noted.

 

Kevin: Is there an expected time frame for me to receive this phone call?

 

Sheryl: Here is the ticket number for your reference: CRXXXXXXXX

 

Sheryl: Usually, the time frame is withn 24 hours. I have noted on the account to expedite the issue,

 

Sheryl: Since a lot are affected, our network engineers will have to work double time on it.

 

Sheryl: Is there anything esle I can help you wiht?

 

Kevin: I appreciate you sending the ticket - and I will be happy to speak to the techs but I do feel like the fix most likely doesn't require me or my attention it seems server side. No I appreciate your time! Please let them know you have alot of very frustrated customers (someone explaining that you guys acknowledge there is a problem and are trying to fix it for everyone would probably be a good idea too on the forums)

 

Kevin: Have a great day!

 

Sheryl: Yes, I will surely take note of that, Kevin.

 

Sheryl: Thank you very much.

 

Sheryl: If you need further assistance, you can chat with one of our Customer Support Specialists 24 hour a day, 7 days a week. You can also reach us at 1-888-739-1379.

 

Sheryl: Have a pleasant evening

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