U

Visitor

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2 Messages

Friday, December 23rd, 2022 2:42 PM

On Demand error code CL-17

​I have the older DVRs (not X1).  On Demand worked fine for many years, but now no longer works -- gives "Error CL-17", on both DVRs. Have gone through the usual powering off and resetting of the boxes.  Have had a tech come out.  Have replaced one of the boxes.  Have had numerous discussions with tech support which never go anywhere (of course they always want to reset the boxes, which never helps).  Nobody has been able to fix it.​

​I keep getting pressure to upgrade to X1, but I really don't want to.​

​I find numerous mentions of Error CL-17 in numerous forums.  Most are never resolved, or were forced to upgrade to X1.  A few claim that, after many days of persistence with tech support, they were finally able to find someone at Xfinity that was able to fix it by some sort of software fix on the Xfinity side that was causing incorrect software to be sent to older boxes.  I have tried to mention this to both phone tech support and the tech who came out, but they pretty much ignore this and won't listen.​

​Is there anyone who knows how to fix this problem without being forced to upgrade to X1?​

Official Employee

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972 Messages

3 months ago

Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and would love to investigate this for you! Please send us a PM with your first and last name, as well as house numbers to your service address. To send us a direct 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.

Visitor

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2 Messages

@XfinityHeather​ I sent that information as you requested, but so far there has been no response, and the problem continues unchanged.

XfinityChe

Official Employee

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6.9K Messages

We apologize for the delay @user_a5f888! I would be more than happy to assist you with this. Can you please resend your first and last name and full service address (including the city, state, and zip code) by  clicking the "Direct Messaging" chat icon in the top right corner of the page, then click on the pen and pad icon and enter "Xfinity Support" in the "To" section of the chat? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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moodyj66

Contributor

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39 Messages

3 months ago

I am facing the same issue with two of my boxes and did the usual troubleshooting (powering off and resetting the boxes) with no luck. Like you, the solution I keep reading is to upgrade to X1 boxes. I'd love to know if there's another solution out there to fix this issue which is obviously one Xfinity is aware of but doesn't seem quick to remedy unless you want to upgrade to X1.

Official Employee

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543 Messages

Hello and welcome to Comcast! Thank you for taking your time in reaching out to us today over our Forums page! What an amazing way to communicate now these days! We're sorry to learn that you're having this unfavorable experience with your services. You are in the right place, and I would appreciate the opportunity to work with you on this today.

 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

  • Click the "Peer to peer chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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
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
MNtundraRET

Expert

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5.5K Messages

3 months ago

All signs point to your DVR and all RNG (linear cable boxes) being obsoleted. I have not had "ON DEMAND" for over a year now.

The problem is that we are required to use Comcast Internet for any X1 type of box. I will not drop DSL for their Internet. I do not expect them to continue linear cable service for much longer.

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