On Demand Feature Lost - Error CL14

2 weeks ago I lost all access to my programs bought for "ON Demand". The Icon is in the menu bar but when clicked, I get an Error 14 " error telling me to unplug the 2 converters and retry. Now Error code has changed from CL14 to CL17 yet same result.

Doesn't work.

If I hit the "Help" button nothing happens.

Called Comcast 45 minute wait!!!

I am paying for services I cannot receive.

Responses

suzyec

Contributor

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38 Messages

3 years ago

No Comcast Help review this forum?

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suzyec

Contributor

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38 Messages

3 years ago

Issue still continues and I can not get help withing a reasonable amount of time. Leaving my phone number to call back is NOT working.

Error code has changed from CL14 to CL17

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CCTyler1

Problem Solver

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409 Messages

Oh, no! Thank you for reaching out to us through our Forums, and thank you for your patience while awaiting our response. I understand that you've been experiencing some TV error messages, and I can imagine the concern behind this. Rest assured; you're with the pros, and our Digital Care Team of corporate experts are here, every step of the way!

Can you please send us a private message, including your full name, and your full address? You can do so, by clicking on the chat icon, in the top right hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then give you the ability to send us a message. Thank you in advance, and I look forward to speaking with you!

I no longer work for Comcast.

3 years ago

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suzyec

Contributor

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38 Messages

Well unless I am not seeing an icon correctly there is NO "Chat" icon in either the Community page or otherwise in the right hand corner.

Do you mean "Direct Messaging", In App Notification or my Profile icon?

3 years ago

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CCTyler1

Problem Solver

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409 Messages

Yes, that's correct! I'm deeply sorry for the misunderstanding! Thanks a ton, and we look forward to speaking with you further!

I no longer work for Comcast.

3 years ago

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suzyec

Contributor

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38 Messages

NOT WORKING AT ALL!!!!! SEZ BOXES ARE OFF LINE...NOT SO..UNPLUGGED for 1 minute...Nothing!

3 years ago

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suzyec

Contributor

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38 Messages

Problem persists about every 2 weeks. Have 3 boxes 2 of which are On Demand feature! Have another service call scheduled for 06/28/2022. ON DEMAND will not work! Error Code CL14 or CL17. "HELP" portion of cable box is non functional. CHAT SESSION worthless!

Spent over 1 hour on phone with a Tech who failed to understand the problem and wanted me to return both cable boxes for new ones. Did that previously and that was a waste of at least 1 day, gas and time. Problem is still with the outside cable box but Comcast is not addressing that now.

Just very frustrating and still have NOT received my 4 month credit for the unability to use ON DEMAND and view movies.shows I have paid for!

I am just not a customer, I am also a SHAREHOLDER!!!!

2 years ago

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suzyec

Contributor

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38 Messages

3 years ago

Just got through and was told that my main boxes were not on line. FALSE!!! Both on line and viewing tv.

Restart thru cable boxes not working. See message,

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suzyec

Contributor

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38 Messages

3 years ago

Here are repeated screen shots..Not working and Chat Asst keeps sending same nstructions

[Image Removed: "Personal Information"]

(edited)

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suzyec

Contributor

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38 Messages

3 years ago

Same issue your restart instuuctions dont work

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suzyec

Contributor

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38 Messages

3 years ago

Still waiting!! Bill is uptodate!

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suzyec

Contributor

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38 Messages

3 years ago

Did not see anywhere in "chat session" that you have 72 hours to respond to a trouble.

Can you point me to that requirement/policy in the "chat session please"?

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suzyec

Contributor

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38 Messages

Per your Chat Session Trouble Session-ON DEMAND

Per yor

3 years ago

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suzyec

Contributor

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38 Messages

I can no longer find the "chat session" requesting these screenshots so here they are.

as of 18oohrs 06March2022

3 years ago

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suzyec

Contributor

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38 Messages

3 years ago

Well it is Wednesday and the problem still exists! It was supposed to be fixed by today. Whatz up?

(edited)

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suzyec

Contributor

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38 Messages

3 years ago

Total and complete [Edited: "Language"]!!!!!!! Remote troubleshooting is a total failure and a complete marketing failure!

Xfinity directs customer AND SHAREHOLDER to nothing BUT REMOTE troubleshooting. Yet I am chastized by Xfinity Support that the Char Assistant and on-line troubleshooying is the FASTEST way to solve problems! WRONG!!! Total waste of time. Loss of PAID ON Demand programs since November 2021 and yet Xfinity WILL NOT DISPATCH A TECH TO FIX!!! BOTH MAJOR BOXES HAVE THE EXACT SAME PROBLEM AND THE EXACT SAME RESOLVE YET NEITHER WORK AND NO ONE KNOW WHAT TO DO.

(edited)

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MNtundraRET

Gold Problem Solver

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5.9K Messages

3 years ago

If you are only paying for cable television, and get Internet from someone else, the current cable-boxes (i.e RNG150N) we see the CL14 error.

I have replaced the Cisco box 3 times and still get the error. The rest of cable works fine.

I have had no ON DEMAND for at least 6 months now.

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suzyec

Contributor

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38 Messages

3 years ago

As was stated...just happened! Internet and CATV same same. Read the Xfinty Tech Support pastes.

No advice you offer has anything to do with my 4 month problem that continues!!!!

Just poor Tech Support and a definite indifference to fix a problem for a SHAREHOLDER and customer!

Many of the features in the Main Menu DO NOT WORK!!!

But thanks!

(edited)

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suzyec

Contributor

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38 Messages

3 years ago

Comcast showed up at 830am Saturday.

Problem was the splitter in the CATV outside box.

Remote testing should have realized that because the IP address of the 2 boxes/account was missing so any test went NOWHERE!!! ONly 1 of 4 bandwidths was showing on test by tech.

TERRIBLE REmote testing!

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suzyec

Contributor

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38 Messages

2 years ago

Still happening!!! Chat Sessions worthless! Troubleshooting steps worthless! Over 1 hour on phone and Remote Test by Tech was worthless!

Wanted me to take BOTH boxes back to Comcast for new ones! The cable boxes are NOT the problem!

Service call AGAIN for next week.

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suzyec

Contributor

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38 Messages

Just received a call from Comcast. Problem is FIXED!!!! WRONG!!! Thank you for playing!!!!!!

[Edited: "Personal Information"]

(edited)

2 years ago

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suzyec

Contributor

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38 Messages

2 years ago

Just received another call from Xfinity....Problem has been fixed! WRONG!!!!

Problem is WORSE!!! Not only can I NOT get ON Demand but many of my regular channels are now GONE!!!!!!!!

What a joke!!! And I am not only a customer but a large shareholder!!

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MNtundraRET

Gold Problem Solver

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5.9K Messages

2 years ago

I removed the "Accepted" answer for you. You could have changed the reply to "Unaccepted" too.

I still have not seen the ON DEMAND fixed here either. They really need to get a better box for linear cable.

I suspect they are trying to quit linear cable in favor of streaming video which also has problems here currently.

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suzyec

Contributor

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38 Messages

That was my fault!

So now Xfinity progress is through intimidation? And loss of jobs????

I know all about Comcast Tech Control. They have the ability to "see" the problem but not the "eyes"!

No problems at all until 4 months ago. Now it is about every 2 weeks. No one else in my development is having this problem.

And then returning 2 boxes for new ones, only to arrive home and the same problem??? Gas at over $5.00, 30 minutes back-n-forth.

I have Comcast Internet also and it is wonderful.

I still have not received a refund for 4 months of no On Demand.

It is a shell game!

2 years ago

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CCAshley1

Official Employee

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746 Messages

Hi, we would love to help with your concern in regards to On demand, and cable equipment. Please send us a private message.

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

tick

2 years ago

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suzyec

Contributor

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38 Messages

Well I still have NOT received the refund promised 0ver 4 months ago and my "On DEmand feature is still broken.

Already exchanged eqpt. It did NOT fix the problem.

If there is a "PM" icon here, I do not see it.

That should be contained in your message not hidden.

2 years ago

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CCAshley1

Official Employee

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746 Messages

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.

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

tick

2 years ago

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suzyec

Contributor

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38 Messages

Seems we have 2 different Menus!

Not 1 of my Account or Forum has the pencil and paper icon!

Here are screen shots of both

Want to try something else?

2 years ago

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