T

Visitor

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2 Messages

Tuesday, January 10th, 2023 4:03 AM

Cannot view movie after purchase (ENT-22017)

Hey folks, just bought the new Puss in Boots film, and cannot view it. Getting the “This vidéo couldn’t load” error message. Error code is ENT-22017. Hoping to get it fixed as soon as possible, thanks!

Official Employee

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183 Messages

15 days ago

@TMiHin01 Hi there, thank you for taking the time to reach out and make us aware of your concerns. My apologies you are having issues viewing a recent purchase, and it would be my pleasure to help in any way I can. Have you already tried resetting and unplugging the equipment, to see if that helps? Are you viewing it from inside the 'Purchases' folder?

Visitor

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1 Message

6 days ago

I have the same issue as well. Was told there is an internal investigation on this issue. Comcast, PLEASE post either the solution or status on these issues publicly. STOP making people direct message you only. Terrible customer experience. 

Official Employee

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751 Messages

Hello, @user_ba07f1. Thank you for reaching out about the movie purchase issues you are experiencing as well. We ask for private message to gather account information to link a ticket to the known issue to ensure tracking of the issue is properly handled and anyone experiencing this issue is properly compensated for their purchase. Are you now able to access the movie that was purchased or is it still coming back with the error message? Was it the same movie mentioned above or another title? I'd love to further review with you, and apologize for movie not being viewable, we definitely want you to be able to watch the content that you want. 

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.
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