1 Message

Wednesday, December 14th, 2022 11:40 PM


My plan doesn't include any channels

It started with my 2 separate cable boxes getting an error code XRE-0002 overnight.  I have had a cast of resources from Xfinity working on this issue.  They tried everything they could think of from a hardware perspective, but after every restart, I get the same error message on both boxes/TVs.  My technician escalated up and I supposedly have a ticket with Engineering because no one can figure out what the problem is.  Five days later without a response or solution from Xfinity, I decide to problem solve on my own.  I installed Xfinity Stream on my Smart TV and after logging in, it tries to load but then stops and takes me back to the login screen, every time.  Then I installed Xfinity Stream on my Android phone.  I can login in fine, see shows and movies, but when I go to Live TV, I get the following error message "It looks like your plan doesn't include any channels..."  So my issue has nothing to do with hardware, devices, connections etc.  My plan is the issue.  I have shared this information with my technication, who continues to escalate.  Has anyone experienced this before?  How can I get Xfinity to look into this further?  Any help or insight would be greatly appreciated (but please don't tell me to call the 800 number again and start over).

Problem Solver


785 Messages

9 months ago

@user_0bc0bb Thank you for reaching out and bringing this to our attention. I can see how this would be truly frustrating.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.


To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it


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