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Streaming, LiveChat, HBOGO have never worked

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Streaming, LiveChat, HBOGO have never worked

I am unable to access many features on xfinity's website. I am unable to manage my services/channels, access online TV, or authenticate with HBO GO. This issue has been present since I signed up with comcast years ago. I have tried multiple computers, browsers and internet connections over the years and never had success.

 

The error I receive while trying to watch TV online is: (Error xacsa.cima-pil.activation-code-timeout: FatalDrmError)

 

I am supposed to have HBO included with my plan, however it has never been accessible.

 

Trying to access the Manage Plan area of the website I recieve "We're sorry. We were unable to complete your request."

 

Trying to get support through the live chat feature gets stuck on "Connecting to Chat" or "Zip Code required" on a screen with no options to enter a zip-code.

 

This issue persists across all browsers, all computers, all internet connections, whether it be my home connection, a mobile phone,  a hotspot or any other internet source. None of these issues are present on a family member's account. I have never had such a broken experience on any website. Attempting to contact support or use the website to solve the problems is frustrating to the point where I have just ignoring the features I have been paying for.

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Official Employee

Re: Streaming, LiveChat, HBOGO have never worked


nicholastupy wrote:

I am unable to access many features on xfinity's website. I am unable to manage my services/channels, access online TV, or authenticate with HBO GO. This issue has been present since I signed up with comcast years ago. I have tried multiple computers, browsers and internet connections over the years and never had success.

 

The error I receive while trying to watch TV online is: (Error xacsa.cima-pil.activation-code-timeout: FatalDrmError)

 

I am supposed to have HBO included with my plan, however it has never been accessible.

 

Trying to access the Manage Plan area of the website I recieve "We're sorry. We were unable to complete your request."

 

Trying to get support through the live chat feature gets stuck on "Connecting to Chat" or "Zip Code required" on a screen with no options to enter a zip-code.

 

This issue persists across all browsers, all computers, all internet connections, whether it be my home connection, a mobile phone,  a hotspot or any other internet source. None of these issues are present on a family member's account. I have never had such a broken experience on any website. Attempting to contact support or use the website to solve the problems is frustrating to the point where I have just ignoring the features I have been paying for.


I'm sorry you're having trouble. When I look up the email address you used to sign into the forum, I see that it is listed as the "primary" email for 2 different accounts (both in the same town/city). I'm not sure if you've moved at some point, have 2 homes, or manage an account for a family member at a different address. However, this is most certainly the source of your issues.

 

You have a couple choices on how to fix this: 1) call us at 800-XFINITY and speak with a representative to clear up our records (can't have the same login as primary on 2 accounts); or 2) create a new username for the account you are trying to access by visiting https://www.xfinity.com/getstarted

 

Hope this helps so we can get you enjoying the services you're paying for!  Please report back.

 

Best,

ComcastDan




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