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user_230778
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Thu, May 13, 2021 8:33 PM

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Error ENT-22013

My TV screen says "That didn't go as planned... Sorry about that! A refresh might fix it. ENT-22013." It gives options of 'try again' and 'Go Back' however neither button works. Please advise. 

Question

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Updated 

1 y ago

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7

XfinityGabriel

Official Employee

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671 Messages

1 y ago

Hi, @user_230778! Welcome to the XFINITY forums page. Thank you so much for patiently waiting for a response from our dedicated team of community experts who is here to make sure we resolve issues such as these. We are doing our best to respond as quickly as possible during these challenging times. One of the many advantages of working on forums is the work we do is saved in writing and it's easy to follow up. We try to take advantage of this to put your experience first. I am sorry to learn about the error message you are getting with one of our awesome and innovative Flex streaming devices. As a Flex user myself, I can understand the inconvenience that this can cause. Let’s get this fixed. To get started, please send us a private message with your first/last name and full address by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message.

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user_94f994

Visitor

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3 Messages

1 y ago

I just set up my flex and am having the same issue. I can’t use the service at all

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user_33cc49

Visitor

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3 Messages

1 y ago

I just set up my flex and am having the same issue, it's horrible.

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XfinityPeterH

Official Employee

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382 Messages

Hello @user_33cc49 and @user_94f994. Thank you for letting us know you are having issues with your Flex equipment and for your patience while you wait for our response. To get started with troubleshooting your equipment,  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

1 y ago

0

user_e8f94f

Visitor

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2 Messages

@user_33cc49 resetting my wifi router appears to have resolved the issue

1 y ago

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user_da3241

Visitor

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2 Messages

1 y ago

any resolution to this?  I just got this error message last night. they tried to do some reboot that would take an hour ?  I'm not sure they did anything really.

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Stone1288

Visitor

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6 Messages

@user_da3241 I woke up to the same thing this morning. Tried re booting it, hard reset and nothing. 
from just the few searches I’ve done so far it seems as if this is a wide spread issue today. 

1 y ago

user_e8f94f

Visitor

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2 Messages

1 y ago

same thing here try again and go back don't even do anything

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user_38dc16

Visitor

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1 Message

@user_e8f94f 

same for me toooooo 😬

1 y ago

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Allie2016

New Poster

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4 Messages

Same here I can say YouTube and it will come up or Netflix but I can't get to the original flexbox home screen It says error ENT 22013 sorry about that a fresh might fix it nope

1 y ago

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user_4b2929

Visitor

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7 Messages

1 y ago

@Xfinity Support  is there any resolution to this? As previous stated, this seems to be a new, widespread issue today.

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XfinityTony

Official Employee

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373 Messages

@user_4b2929 can you try unplugging the power from your internet modem for a full 30 seconds? Many times, a power-cycle on your modem can really help with Flex issues.

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

1 y ago

0

user_da3241

Visitor

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2 Messages

1 y ago

My menus all came back. I went out for breakfast and it was working when i got back   the voice command button worked fine though.

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