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Vailskidude
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Visitor

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4 Messages

Tuesday, December 23rd, 2025 6:11 PM

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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28 days ago

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XfinityOrlandoM

Official Employee

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2.9K Messages

28 days 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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4 Messages

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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28 days ago

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XfinityOrlandoM

Official Employee

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2.9K 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?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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28 days ago

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Vailskidude

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4 Messages

Oh yes, we’ve tried all of the suggested troubleshooting actions multiple times.  And we only have one tv box.  

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28 days ago

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XfinityJeniece

Official Employee

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3.7K Messages

We would be happy to take a look at your account on our end to help with troubleshooting. Please send us a Direct Message with your full name and your full address.

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

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

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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28 days ago

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Vailskidude

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4 Messages

Ok, I just sent off the message per your instructions above.  How will I know when an answer has been provided?

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28 days ago

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