CBrown1022's profile

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1 Message

Thu, Feb 25, 2021 8:00 AM

Xfinity Flex Xi6-A code ENT-22011 Help??

Our Flex has been down for over 24 hours now. 

We keep getting a black screen saying

"That didn't go as planned...

Sorry about that! Please try again.

ENT-22011"

 

We've tried unplugging the Flex and restarting our modem. It always goes back to this screen.

 

Its starts off with the 

"Welcome. Bienvenido. Bienvenue"

Then

"Welcome

Connecting to your entertainment experience"

Then

a blue screen with 3 loading dots

Then back to the black screen 

"That didn't go as planned...

Sorry about that! Please try again.

ENT-22011"

 

I can't find anything about ENT-22011 online 

Responses

Visitor

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3 Messages

3 m ago

I had this same problem. The only way I fixed it was to schedule a service call. The tech plugged in an Xfinity modem instead of my NETGEAR then suddenly it started working. After that, I plugged my NETGEAR back in and it worked.

Visitor

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3 Messages

3 m ago

Never mind. Fix was temporary. Turned it on again this morning and the same error is back again.

Visitor

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1 Message

2 m ago

is there no solution to this issue? we just switched to xfinity and i have a Flex box in my room that suddenly stopped working today giving me the exact issue.

quite irritated myself about the issue considering it’s a brand new box and we haven’t even had our services for a month yet. 

(edited)

Visitor

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1 Message

2 m ago

Same exact issue here. Was able to get the the home screen eventually but cannot move the cursor around or select anything. The voice control on the remote pops up on screen but does nothing even after recognizing my voice command. 

ComcastAbbie

Official Employee

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314 Messages

@GratefulGreg86 Hello and thank you for taking the time to reach out to us this morning. I am sorry to hear you're experiencing this issue with your TV box. I'd like to assist with resolving the issue. Can you please reach out through private message (by clicking on the chat icon on the top right of the page) with your first and last name, name on the account if different, and service address?

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

Visitor

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3 Messages

2 m ago

Yeah, after having a tech come out and work on it for over an hour it still wouldn't work. I eventually just returned the Flex box to the Comcast store.

ComcastAbbie

Official Employee

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314 Messages

@user_709921 I am sorry to hear you are also experiencing this issue and ended up returning the Flex box. If you would like us to look further into this and see about getting a new Flex box added, please let me know and I'd be happy to assist. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

Visitor

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1 Message

1 m ago

I've been having this same issue for the last couple of days and I'm not sure what is causing it but it's starting to really piss me the f off, because I'm trying to watch peacock it doesn't even let me to the home screen. I wish that Xfinity would include the discovery+ app as most of the shows I watch are on there.

Official Employee

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229 Messages

Hello, @user_2f46b1. I can understand feeling frustrated when you are not able to watch the shows you want. We want things to work great and are sorry for your experience. I am not sure where you are at in the troubleshooting process. Have you tried performing a system refresh signal in the Xfinity My Account app, Video tab, then Troubleshooting? I would also check all of your cables to ensure they are not damaged and finger-tight. Please let me know if that helps, we want to see this resolved. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

Visitor

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1 Message

11 d ago

Same issue. New Flex box should arrive within 24-48 hours…🙃

Official Employee

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104 Messages

Hello @user_4ee001. Just wanted to reach out and see if you had received your replacement Flex equipment. Please let us know if you have any issues or need any assistance. We are always here and happy to help for your convenience 24/7 365. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

Visitor

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3 Messages

7 d ago

Same error here. Just got this box and am stuck on this error

Visitor

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1 Message

1 d ago

I just got a new TCL Roku TV and now I'm getting the same error. ENT-22011 and can't get the box to get to the home screen. Just a black screen. I've restarted everything and checked cables. Can't get it to work. 

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