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darkstar999
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7 Messages

Saturday, January 29th, 2022 12:59 AM

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Paramount plus app not working with an X1 box

Hi there, tons of people including myself have issues with the Paramount Plus app streaming on Xfinity. Yes the actual streaming app, not the channel. We have a compatible box, but there is no way to upgrade the paramount+ app, and no way to delete it and re-download. Like everyone, it buffers too long as it's loading shows and it errors out, sometimes playing the show behind the error box. You have to try like 7 times before maybe it works. I have already tried logging in/out in the app settings, didn't work. I now am forced to use a fire stick to stream instead which is not convenient when we spend what we do for cable. Please provide working steps to get the latest version of the app and what is the latest version (the one we currently have is show 4.17.3 but the livestream app said it's in version 8! This must be old!

Why is there no way to update in the Paramount+ settings.) Also how can we just delete and re-install this app. It's not listed with Showtime, and other channels like that on my Xfinity account page, there is no link to the paramount+ app. Their website has no helpful info either except saying we must have an outdated version.

Question

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Updated 

2 years ago

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user_0b477e

Visitor

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4 Messages

2 years ago

Same here. Paramount+ lets me log in but when playing just stutters and then stops and an Xfinity Error Box Message appears saying something went wrong with the App and restart the X1 Box.

This has been going on for days. I have regular login to Paramount+ on my computer and it works fine there.

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user_0b477e

Visitor

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4 Messages

2 years ago

I also keep getting the Xfinity APPS 04036 error message after watching anything on Paramount + for a few minutes. I cannot get the Paramount+ app to work for more than a short time and it stutters and dies with this message. Paramount+ works fine on my computer.

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XfinityThomasB

Official Employee

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1.4K Messages

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

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

2 years ago

0

Traveller

Visitor

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1 Message

2 years ago

So I'm going to add to this with a slightly different P+ issue.

No issues getting the app to start, my problem is that no matter what method I use to sign in, it just hangs.  I'm able to watch on any other devices but not in the X1 app.  I follow the directions to log in via PC/Phone/Tablet and the screen just sits there (the device shows that I entered the valid code and it was successful).  I've also tried to just enter my user name/password and they gets me the same results.

I've done the usual things to fix the issue (pull the plug for 30 seconds, system refresh) no luck.  

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user_6261eb

Visitor

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1 Message

2 years ago

This post says everything we have been going through since the Paramount+ was installed, and the only thing missing is the complete runaround whenever we call them. Calling is another problem- you have to plan on long waits before they answer. I would like to see my 2 favorite shows, but the aggravation is beginning make me question that.

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CCJosh

New Problem Solver

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452 Messages

This is certainly not the experience that we want you to have with your Paramount+ application when trying to watch your favorite shows @user_6261eb. 

Please, can you send us a Direct Message so that we can look into this together?

 

To send a direct message you may need to:

Click "Sign In"

 

Click the "direct message" 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 no longer work for Comcast.

2 years ago

0

user_9e91ac

Visitor

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1 Message

2 years ago

I can’t get paramount plus to work. I keep getting a message saying we are having problems with this app please try again later. 

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XfinityPaula

Official Employee

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1.2K Messages

Hello @user_9e91ac thanks for reporting the trouble that you are having as well. Based on the information here I am not showing any reports from our repair team of a known issue. In order to help troubleshoot and possibly report the trouble to the repair team, could you please send us a direct message with your name and service address?

Please send us "Xfinity Support" a direct message with your name and service address.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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

2 years ago

0

CMRowell

New Poster

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3 Messages

2 years ago

I just think Comcast (NBC) purposely makes it perform badly because Paramount+ is CBS.

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MGREY12

New Poster

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3 Messages

2 years ago

My x1 box says that paramount+ is not supported. One more reason to switch to just streaming.

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Blast_Cust_2_Much_Dollars

Visitor

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5 Messages

2 years ago

I had the same issue with Paramount Plus not loading on my TV.  I went through 3 different Xfinity cable boxes and each time was the same.  The app would not load the first time and typically took 3-4 times being launched until it would finally play and even then it was spotty. Eventually Comcast gave us a 4K box and from then on we have no issues.  Paramount Plus loads every time and plays until we stop it.  I don’t know all the tech speak but I can tell you we had 3 different cable boxes delivered and installed until the 4th box and that was the 4K box and ever since.  Seems like if that’s the fix Comcast should know how to resolve for all users.

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Blast_Cust_2_Much_Dollars

Visitor

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5 Messages

2 years ago

I had the same issue with Paramount Plus not loading on my TV.  I went through 3 different Xfinity cable boxes and each time was the same.  The app would not load the first time and typically took 3-4 times being launched until it would finally play and even then it was spotty. Eventually Comcast gave us a 4K box and from then on we have no issues.  Paramount Plus loads every time and plays until we stop it.  I don’t know all the tech speak but I can tell you we had 3 different cable boxes delivered and installed until the 4th box and that was the 4K box and ever since.  Seems like if that’s the fix Comcast should know how to resolve for all users.

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Aceflyboy

Visitor

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1 Message

2 years ago

I have premiere Xfinity service and I can stream all the other services without any issues except for Paramount+. No matter what I do, Paramount+ won't lisd on my X1. I had to cancel P+ since I couldn't stream it on my X1. Clearly,  there must be pissing contest between Comcast and Paramount or this problem would have been fixed long ago.

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CCGina

Official Employee

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800 Messages

I'm truly sad to hear that there's been so much trouble with the app, @Aceflyboy and everyone else in this thread! 

I noticed that @Blast_Cust_2_Much_Dollars mentioned that a compatible box resolved the trouble they were having (thanks for letting us know that worked by the way!); is the box you have now listed in that link as one that's compatible?

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

2 years ago

0

tbill1

Contributor

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652 Messages

I can't load Paramount Plus over the last couple of days on 3 of my boxes- Error 04036.  My 2 mini boxes work fine.

I have done all the trouble shooting with no success.

2 years ago

0

CCChe

Official Employee

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6.9K Messages

Hello, @tbill1, and thank you for posting and sharing your experience. I would be more than happy to take a deeper look into this for you. First, can confirm the type of box you're trying to access Paramount+ on? Is it one of the devices listed as compatible here? 

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

2 years ago

0

tbill1

Contributor

 • 

652 Messages

The ones with the 04036 error code are all compatible because they all worked just a couple of days ago.

I have researched about 100 posts all dealing with this problem over the last year.  One was 4 pages long that abruptly stopped 5 months ago

with no solution given.

2 years ago

0

CCChe

Official Employee

 • 

6.9K Messages

Something that was happening 5 months ago may have since been resolved for those customers by now. Don't worry. I'll help you get this figured out. Thank you for letting me know this is something that just started happening with these boxes. Have you tried performing an X1 Account Refresh to see if this clears the error? 

 

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

2 years ago

0

darkstar999

Visitor

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7 Messages

2 years ago

Paramount Plus app is still broken it's been over a year and XFinity doesn't fix it

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XfinityAntoine

Official Employee

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1.4K Messages

Thank you for taking the time to reach out and being part of the Xfinity family, Sarah. From what you're telling me it sounds like we've done all we can and there could be an issue with this version of the Paramount + app itself. Like it's out of date or there is still a bug that Paramount hasn't fixed with the Xfinity version of the app. I'd be happy to take a look for you but have you reached out to Paramount to see if this is a known issue with them?

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

2 years ago

0

ungerbu

New Poster

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9 Messages

2 years ago

I see it’s still been over 11 months and Comcast still cannot fix this issue with Paramont. Plus it works great on my iPhone and other TVs but the main TV in the house does not load properly always error messages for 300 bucks a month. This cable company should be doing more than just sitting on their hands. 

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user_42192a

Visitor

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1 Message

2 years ago

The Xfinity platform is the only place I have trouble with paramount plus. No problems on any other platforms. 

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XfinityDilary

Official Employee

 • 

1.8K Messages

Hello, @user_42192a! Thanks for your comment letting us know you are experiencing a similar situation with Paramount Plus. We'd like to help. What specific issues are you experiencing? Is it not loading or do you see an error message when you try to use the app? What troubleshooting steps have you taken so far? Did you try an X1 System Refresh already? 

 

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

2 years ago

0

tbill1

Contributor

 • 

652 Messages

I did an  X1 System refresh and it fixed the problem for 2 days and then reverted back to error 04036 .  Since there are threads about this

on "Channels", " X1 Activity" and "On Demand" topics, I am still waiting to hear an employee say that it is a known problem and our engineers

are working on it.  I had one of your best techs at my house who said he could not fix it. 

2 years ago

0

CCMacey

Gold Problem Solver

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541 Messages

Thank you for updating your experience with the recent service visit, @tbill1! Often, there are issues like this that aren't something a technician can fix, but something that needs worked on within your account by our team of engineers. We would like to explore this further with you to get your concern to the right team. Please send a Private Chat message using the steps provided for you from my colleague above, and we would be more than happy to help get this started!

I no longer work for Comcast

2 years ago

0

tbill1

Contributor

 • 

652 Messages

Hi Macey,

Thank you for trying to help, but I have restarted the box, did a 15 Minute System refresh, worked with a rep. from the Executive office,

had a signal sent remotely, and had a tech eyeball the situation.  I just don't see what more you can do for me that hasn't already been done except

notify the correct Xfinity dept. to report this nationwide problem. And you can do that without me having to waste anymore time dealing with another Comcast 

rep.   

2 years ago

0

CCDevinC

Contributor

 • 

473 Messages

We wouldn't be able to know unless we were able to take a look into your account specifically to cross i's and dot the t's. When you are ready, please send us a message with the instructions provided above and we would love to get to the bottom of this.

I no longer work for Comcast. 

2 years ago

0

turtletoo

Frequent Visitor

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20 Messages

2 years ago

Paramount+ worked for me in the past, although slow to load sometimes.  Now, only have been able to get in once this past month.  Very slow to load, then circle of doom, then some things partially appear, then black screen with error message that says to try again later.  Please fix this ASAP.  No trouble with Netflix, Prime Video, etc.

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turtletoo

Frequent Visitor

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20 Messages

2 years ago

The Paramount + problem must be the APP.  When I did a voice search for "Seal Team", I went to "Seal Team", clicked on the episodes, and then the episode I wanted, and clicked on "Launch Paramount" which worked.  BUT I had to watch the next episode right after as the 10th episode was not listed in the list of episodes.  So the APP still needs to be fixed so we can browse all the offerings in Paramount+ and choose what we want to see.  But, this is a temporary work around.  APP still has error code 04036.  It appears from this thread that there is a multitude of users with this problem.  Please fix this ASAP, appears to be going on over a year at this point. 👿

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