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user_df9dc1
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Friday, April 9th, 2021 2:51 AM

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Error Code ENT-22013

I have tried troubleshooting, restarting the flex device, as well as my Gateway and I still receive this error when trying to do anything on my Flex Device is there any way to fix this?

Question

 • 

Updated 

3 years ago

15.8K

51

Official Solution

CCJessie1

Retired Employee

 • 

5.9K Messages

3 years ago

All,

We sincerely apologize for the inconvenience that you have experienced when attempting to use your Xfinity Flex equipment. If you are receiving error ENT-22013: "That didn't go as planned…Sorry about that! A refresh might fix it. Try Again or Go Back", we ask that you please start by resetting your Xfinity Flex equipment. To do this, simply unplug the power cord from the outlet and wait 5 minutes. After which time, you can plug your equipment back in and should notice the equipment restart and a resolution to this error. 

If you are still experiencing this issue after a device reset, we ask that you post your reply to this thread and one of our helpful Digital Care Specialists will respond shortly. 

Thank you in advance for your patience. We look forward to hearing from you that this is resolved. 

18

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user_63a1c8

Visitor

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1 Message

@ComcastJessie hi unplugged my device for about 24 hours. When I plugged it back in and turned it on, the ENT 22013 message reappeared. Please advise

3 years ago

0

XfinityMarcos

Official Employee

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1.4K Messages

Hello, @user_63a1c8, thank you for reaching out in our forum for help with your Flex error message. I appreciate you already trying some troubleshooting steps on your end, that really helps to get us on the same page. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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

3 years ago

user_25ae63

Visitor

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2 Messages

@ComcastMarcos  I’m having the same issue and I’ve already unplugged and restarted the modem.

3 years ago

0

user_25ae63

Visitor

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2 Messages

@ComcastJessie  I’m having same issues as well. I also restarted it and continued to get same issue. 

3 years ago

0

CCGina

Official Employee

 • 

800 Messages

Hi there @user_25ae63, thank you for trying to unplug and reconnect the modem and restart the box. Please send us a private message so we can take a deeper look and work on getting this figured out for you! To send a private message, please use the following instructions: 

 

(Full credit to @BruceW for this excellent explanation!) 

"Search for Xfinity Support" won't work. To send a "Peer to peer" / "Private chat message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Peer to peer chat" icon or https://forums.xfinity.com/peer-to-peer-chat

 • 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

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

I no longer work for Comcast.

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

3 years ago

0

CCStephanieK

Problem Solver

 • 

909 Messages

3 years ago

Hello, @user_df9dc1! I would love to look into what's causing this error message with you further. I know how frustrating it can be to have an error pop up when you're trying to search for or watch a show. Let's take a look into what may be causing the software to not register correctly. Please send us a chat message with your first and last name. The Peer to Peer chat icon is located at the top right of the Community Forum page, clicking on the chat icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

(edited)

0

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user_94f994

Visitor

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3 Messages

3 years ago

I’m having the same issue

0

0

user_0bc130

Visitor

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1 Message

3 years ago

I have tried troubleshooting, restarting the flex device, as well as my Gateway and I still receive this error when trying to do anything on my Flex Device is there any way to fix this?

1

0

CCStephanieK

Problem Solver

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909 Messages

Hi there, @user_0bc130! We want you to be able to enjoy your shows and apps on your Flex box. Let's further review what's causing this error for you. Please send us a chat message with your first and last name if the below steps do not resolve the error. The Peer to Peer chat icon is located at the top right of the Community Forum page, clicking on the chat icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

 

Please attempt using the voice button to search for an app (ex. "Open Netflix"), then open the app. After, please attempt to search normally and open other apps to see if resolved.

Reset the box by leaving it unplugged for 5-10 minutes and then reconnecting it. 

Power cycle your modem and then reattempt accessing an application. 

[edited for spelling]

 

(edited)

I no longer work for Comcast.

3 years ago

0

user_97fd65

Visitor

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1 Message

3 years ago

What is the fix for this? I’m having the same issue! 

2

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XfinityAlyssaA

Official Employee

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1.1K Messages

Good morning @user_97fd65 and thank you for reaching out to our Digital Care Team on our forums! I'm sorry to hear you are also experiencing this error. We'd be happy to take a closer look at your equipment and investigate further. To get started,  please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

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

3 years ago

0

user_fdb2fd

Visitor

 • 

1 Message

Had this issue now for 2 days if not a little bit longer I even switched to my 4K box. Still have the error of ENT - 22013. I have tried to reset everything and still nothing. Just like no one at Xfinity can figure out why I cannot have Showtime on my account but I'm paying for it. It's getting to be a real nuisance you pay for stuff and can't even have it to use. You rob your customers for money and then blow everyone off and don't want to fix what the issue is.

3 years ago

0

user_33cc49

Visitor

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3 Messages

3 years ago

I'm also having the same issue. Getting this error endless. The only time I managed to use the home screen was when I setup the flex box. After that, it never worked again and I keep getting this error.

0

user_412CalCity

Visitor

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1 Message

3 years ago

Having this issue for the first time..please help

1

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CCElizabeth

Problem Solver

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908 Messages

Hello, @user_412CalCity. Thank you so much for taking the time to leave us a comment here about the error you are receiving on your Flex service. I would love to take a closer look at this issue and make sure everything is working properly. 

 

To get started, please send a private message with your first and last name to "Xfinity Support", after clicking on the Peer to Peer chat icon at the top right of the page.

 

I look forward to working with you soon!

I no longer work for Comcast.

3 years ago

0

Cutterone

Visitor

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1 Message

3 years ago

This issue just started for me.  Called Xfinity and they were unable to resolved the issue.  Rebooted the box...nothing, tried the voice command....nothing.  The Xfinity tech even tried to remotely reboot the box and now it's just stuck on the screen of "Something went wrong" with the error code and just "Go back" or "Try again", I can highlight each option but nothing happens when you try to click on either one.

3

CCStephanieK

Problem Solver

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909 Messages

Hello, @Cutterone. We want to ensure your box is working properly, so you can get back to watching your shows. Looking over the error message, this is caused from a communication issue with the backend/system. I recommend checking to ensure the box has a strong Wi-Fi signal if connected via Wi-Fi, resetting the box and your modem/gateway, and seeing if the error clears. If these steps do not resolve the connection issue, I'd like to open a ticket on the backend for you to have this reported and further investigated, and send a refresh signal to your account to ensure everything is up to date. 

Please send us a chat message with your first and last name. The Peer to Peer chat icon is located at the top right of the Community Forum page, clicking on the chat icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

I no longer work for Comcast.

3 years ago

0

user_da7f79

Visitor

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2 Messages

Hello, I'm having the exact same issues and I unplugged the flex for several hours today but that didn't fix the problem. please help.

3 years ago

0

CCEthan

Official Employee

 • 

1.4K Messages

Hi, @user_da7f79. Are you still having the issue? If so, I would like to go through some steps to resolve it,

I no longer work for Comcast.

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

3 years ago

0

user_29d8ad

Visitor

 • 

1 Message

3 years ago

I’m having the same problem as well.  I was up late last night with the Xfinity rep.  She told me her system states it’s the remote and to replace the remote.  I explained that I have 3 boxes and all 3 have the the same problem. And she told me to replace the remotes and the boxes.  SMH.

1

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CCAbbie

Problem Solver

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1.4K Messages

@user_29d8ad Hello and thank you for letting us know you are having the issue as well. When you were speaking with the Xfinity rep, was a reset done to your internet modem? If not, I would recommend sending a reset signal to the modem via the MyAccount app, or by unplugging the modem for 30 seconds and plugging it back in. Please let me know if you do the reboot and you are still experiencing the issues. 

I no longer work for Comcast.

3 years ago

0

user_andiet

Visitor

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1 Message

3 years ago

Having this same issue. Has anyone found out what to do? What has Comcast recommended? 

1

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CCHeather

Problem Solver

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1.1K Messages

@user_andiet Thank you for reaching out to our peer-to-peer chat. I assure you, you have reached the right place. Have you unplugged, waited 30 seconds, then plugged it back in? This will create a fresh signal to the box. 

I no longer work for Comcast.

3 years ago

0

user_fe1623

Visitor

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1 Message

3 years ago

HAVING THE Same problem, i try everything and nothing fixed..

1

CCKorie

Problem Solver

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1.1K Messages

Hey there, @user_fe1623. Sorry to see you are experiencing the same issues. We'd love to help look further into this for you. Can you please send me a PM with your name and address? 

 

To send a private message, please click on the chat icon on the top right next to the bell. Please make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

I no longer work for Comcast.

3 years ago

0

Capt.Tightpants

Visitor

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1 Message

3 years ago

Same here, what is the fix?

0

user_8b9df3

Visitor

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1 Message

3 years ago

Must be an xfinity issue bc my box just did the same thing

0

user_14a88a

Visitor

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1 Message

3 years ago

Just woke up to this issue as well

1

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CCMacey

Gold Problem Solver

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541 Messages

Good morning, @user_14a88a, and thank you for reaching out through our Community Forum for assistance with the error code you were seeing recently. I wanted to reach out to you and see if you were still experiencing this error. If so, please send me a private chat message so that we can work toward a resolution together.

 

To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select “Xfinity Support” and you will be able to speak with the next available specialist.

I no longer work for Comcast

3 years ago

0

user_54399e

Visitor

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2 Messages

3 years ago

Adding to the list … same issue. Tried ALL the things. It must be Xfinity, not the users. 
I have a “ticket” now to advance the issue. It’s really annoying. 

(edited)

2

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CCSelena

Problem Solver

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892 Messages

Hi there @user_54399e! I wanted to see if the issue was resolved after the ticket was submitted? 

I no longer work for Comcast.

3 years ago

0

user_90c51b

Visitor

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2 Messages

I have tried everything in all of these comments. Nothing has changed. I still get the error code and cannot watch anything. This happens about once every 3 months. It's quite annoying!!

3 years ago

0

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