Music choice works on app but not through cable box

Hi, I’ve tried all the steps suggested for troubleshooting this issue, to no avail. I also replaced the box and the same issue is occurring. I can listen to Music choice channels on the app, but I get a message saying “sorry we’re unable to connect” when I try to listen to Music Choice through the cable box. Any new ideas that haven’t already been listed? Thank you.

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XfinityOrlandoM

Official Employee

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2.8K Messages

2 hours ago

@Vailskidude Thanks for reaching out to us, to access the Music Choice option through your Xfinity cable box you have to have an Xfinity TV subscription. Do you have an Xfinity TV subscription or are you using one of our wireless Xumo streaming boxes?

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Vailskidude

Visitor

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Yes, we have an xfinity TV subscription that includes Music Choice. We’ve verified this is accurate with CRM’s. All other TV type channels work.

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2 hours ago

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XfinityOrlandoM

Official Employee

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2.8K Messages

Thanks for clarifying, is this error happening on all your tv boxes?

Have tried doing a hard reset on the cable box by unplugging the power cable from the back of the cable box box for 30 seconds then plugging back in?

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2 hours ago

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Customer Service

Vailskidude

Music choice works on app but not through cable box

XfinityOrlandoM

Vailskidude

XfinityOrlandoM

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