T

Visitor

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2 Messages

Tuesday, January 10th, 2023 4:03 AM

Closed

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!

Contributor

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234 Messages

1 year 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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3 Messages

1 year 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. 

Problem Solver

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909 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 no longer work for Comcast.

Visitor

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3 Messages

@XfinityStephanieK​ Issue has been resolved but no communication from Xfinity on status, follow up or root cause was provided. And please, enough with private messaging. If it’s a bug that you’re fixing simply note that and provide a status. If there is a workaround, provide that so folks can find and leverage it. 

Visitor

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4 Messages

1 year ago

I’m having the same exact issue and I just purchased this movie two days ago and it still hasn’t worked! Has there been a fix issued or what?!

Visitor

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3 Messages

@Missal​ Mine was auto resolved but no feedback was provided on what was fixed. One possible work around is to try the Stream app and cast it to your tv. 

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