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user_cef423
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Monday, December 20th, 2021 6:53 PM

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paramount plus not working

When I try to access Paramount+ through the box I get a message telling me I need a new box. However, all of the other streaming apps work just fine. I just received a new box about 3 months ago. What is the problem?

Question

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Updated 

3 years ago

15.3K

33

user_accb0d

Visitor

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3 Messages

3 years ago

Same problem here, and before an xfinity teammate ask, yes I'm supposed to be able to access paramount plus. Have lost access over the last few weeks.   Almost $200 a month for services that don't work is ridiculous. 

4

user_accb0d

Visitor

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3 Messages

3 years ago

Same problem here.  Getting frustrated. 

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user_accb0d

Visitor

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3 Messages

3 years ago

Has anyone found a resolution to this issue? 

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XfinityChristy

Official Employee

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1.9K Messages

@user_accb0d Have you had a chance to look at the official answer we posted above, which refers to the specific Xfinity equipment that is officially compatible with the Paramount+ App? It also list the equipment that don't work with the app. Were you able to confirm your equipment is compatible? If so, I would be more than happy to assist you further in troubleshooting the issue via a private message. Please message us privately with your name and service address following the steps below, and we will get to the bottom of this!

 

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

3 years ago

0

anokaflash

Regular Visitor

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4 Messages

@user_accb0d I found a 'reset box option in settings. It took about 10 minutes. Once it suto rebooted the App worked again.

3 years ago

0

user_9f182f

Visitor

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2 Messages

3 years ago

Is paramount plus blocked on xfinity tv?  I pay every month for this channel and I can never watch it on my tv.  I have tried to sign in/on and it just spins or goes black. Hmmmmm

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CCMike1

Official Employee

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933 Messages

Hi user_9f182f, I would like to look into this. Can you send me a direct message with your address and name? 

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

3 years ago

0

user_43e992

Visitor

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2 Messages

3 years ago

I’m getting the same error code that others have described: "Something has gone wrong! Please try again later. Error code -". There is a big blue button that says OK, but it won't allow me to press that button. Sometimes the show plays behind the error message and blue OK button. Clicking okay will just exit out of the episode. The first commercial plays and then an episode (mostly grayed our) will start playing in the background of the blue OK button. I’ve found that it’s best to let the commercials play, then the show star playing. When you click OK and then it exits, then select the same episode afterward, it may immediately start into the episode without the error. Though if you click OK and it exits before the commercial has played, when you go back to it, the same error process starts all over again. This I think this has something to do with the steaming commercial at the start of the episode. I also am accessing Paramount+ through a newer Xfinity X1 cable box.

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user_43e992

Visitor

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2 Messages

3 years ago

I’m getting the same error code that others have described: "Something has gone wrong! Please try again later. Error code -". There is a big blue button that says OK; once I click it, the episode exits to main Paramount app screen. Sometimes the show plays behind the error message and blue OK button. Clicking okay will just exit out of the episode. The first commercial plays and then an episode (mostly grayed out) will start playing in the background of the blue OK button. I’ve found that it’s best to let the commercials play, then the show starts playing. When you click OK and then it exits, then select the same episode afterward, it may immediately start into the episode without the error. Though if you click OK and it exits before the commercial has played, when you go back to it, the same error process starts all over again. Thus I think this has something to do with the steaming commercial content at the start of the episode. I also am accessing Paramount+ through a newer Xfinity X1 cable box.

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XfinityThomasB

Official Employee

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1.9K Messages

Oh no! Extremely sorry for any issues with the services. Please allow us to investigate and get this figured out.

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

 

Excited to help! Appreciate your time and patience. 

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
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

3 years ago

0

user_68ddd0

Visitor

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2 Messages

I am getting the same thing has anyone found a resolution???? i got the new box that was suggested i too get the error message with no error code and the program playing in the back ground have chatted with Xfinity reps multiple times with no resolution

(edited)

3 years ago

0

user_68ddd0

Visitor

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2 Messages

Had Comcast come out they tightened the cable that goes into the box that stopped it for a few days got the message again so I tightened the cable to the box again and its stopped with the error message for now

3 years ago

0

CCDevin

Problem Solver

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735 Messages

@user_68ddd0

Thank you for letting us know! It sounds like in your case, this was a loose connection. Is your cable box in a spot that the line gets bumped or anything that can cause it to need to be retightened?

I no longer work for Comcast. 

3 years ago

0

Ntd3423

Visitor

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1 Message

3 years ago

I'm having this issue with main x1 box the secondary boxes seem to work fine. On main box the show will play perfectly fine in background but an error message blocks the screen. Doesn't make any sense and Xfinity should know this and if it's a box issue why didn't they send everybody new boxes? Sucks to pay the crazy amount of money each month and only get problems in return

1

XfinityThomasB

Official Employee

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1.9K Messages

Hello! @userNtd3423. I would love to help figure out the issue casing the hiccup with the X1 system.

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
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

3 years ago

0

user_bd3431

Visitor

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1 Message

3 years ago

Same exact problems as listed above.... literally binge watched seasons of survivor using the Paramount Plus app on this Xfinity cable box.  This is a new issue, not box related. I can watch Paramount Plus on my phone and on both firesticks so it's not an app related error.  What's the solution?!

(edited)

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user_b0dfd2

Visitor

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4 Messages

3 years ago

Same here!! New issue. Watched 3 seasons of Star Trek Discovery then about a week ago no luck.

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user_2ec547

Visitor

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2 Messages

3 years ago

It has been suggested to me that the issues we're all having here may be the result of unannounced changes to anti-piracy protocols initiated by Paramount+ that don't affect internet streaming, just access through a third party such as Xfinity. I would ask that any Xfinity support staff that monitor these forum posts look into this.

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CCChe

Official Employee

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6.9K Messages

Hello, and thanks for posting @user_2ec547. We appreciate your feedback. I'll pass this information to the team that is investigation this known issue to see if this will help with finding a resolution. 

I no longer work for Comcast.

3 years ago

0

user_fe9cd3

Visitor

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1 Message

3 years ago

I am having this exact issue in my living room.  We have subscribed and can use it on the bedroom tv but living room says I need new equipment

1

XfinityJeniece

Official Employee

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3K Messages

Hey there, @user_fe9cd3, thanks for reaching out through Xfinity Forums regarding the issues with Paramount+. We definitely want to help with troubleshooting to ensure you are able to watch all of your favorite content through the app! We are here to help! 

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

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

3 years ago

0

user_1a86f3

Visitor

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1 Message

3 years ago

Has a solution to this issue been posted? I get the same message and have received a new box, but the message for new equipment continues to appear.  Ready to cancel Paramount+ .  All other streaming apps are working.

1

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XfinityRyanE

Official Employee

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1.1K Messages

Hello @user_1a86f3, thank you for reaching out for an update on this. We will be glad to go into more detail as to what this error means and why it's showing up. 

The Paramount+ App is not compatible with certain box models, and it doesn't necessarily have anything to do with the age of the device. 

TV Boxes that aren’t compatible:

    • RNG150
    • Pace Xi3
    • Samsung XG2v2
    • Arris XG1v1
    • Pace XG1v1

If you are using any of the following devices, they will need to be swapped out (upgraded) to one of the following: 

    • Xi6 streaming TV Box
    • XiOne streaming TV Box
    • XG2v2 (Non-DVR; Pace Model)
    • XG1v3 (DVR; Arris or Pace Model)
    • XG1v4 (DVR; Arris Model)
    • XiD (Non-DVR; Pace or Cisco Model)
    • Xi5 Wireless TV Box (Non-DVR; Pace Model)
    • Xi6 Wireless TV Box (Non-DVR; Arris or Technicolor Model)

Unless you are going from a non-DVR to a DVR, there will be no cost increase for the different boxes, and you can swap them for free at your local Xfinity store. 

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

3 years ago

0

user_3ae933

Contributor

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13 Messages

3 years ago

This is not really Xfinity's fault-  The paramount plus apps is slow, freezes and/or crashes on every platform I have tried.  Paramount needs to fix this.  

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user_20b13e

Visitor

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2 Messages

@user_3ae933 

Works fine on Apple TV but not the Xfinity box. So maybe the box is not up to the task?

3 years ago

0

anokaflash

Regular Visitor

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4 Messages

3 years ago

Was having similar issues with P+ splashing error message, no code, yet video playing in background briefly. While going through menus in settings I found a 'reset box' option and ran that. Took about 10 minutes. After auto reboot, app was functional again.

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user_77e9f6

Visitor

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1 Message

3 years ago

Paramount is terrible it aways say error please  try again,it skips sometimes and freezes.

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CCAmir

Gold Problem Solver

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7.2K Messages

Hi user_77e9f6, we can help you as well. Can you tell me if you only hve issues with this content while using the Paramount app, or do you have the same issue when you access Paramount content on the Xfinity Stream app as well? 

I no longer work for Comcast.

3 years ago

0

user_322922

Visitor

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5 Messages

ONLY on the app on the TV Xfinity box. All other platforms work beautifully for me so can you please FIX!??

3 years ago

0

CCMacey

Gold Problem Solver

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541 Messages

There have been some great posts of information shared here, @user_322922, that you might find very useful in your Paramount + app concerns.

 

First, I would check the model of your cable box equipment and ensure that it is compatible (see list in previous response). 

 

Next, I would reboot your cable box(es), starting with your primary cable box first.

 

If you are still experiencing these issues with a slow connection or an error message, please let us know here, and we can continue to troubleshoot further! -Macey 

I no longer work for Comcast

3 years ago

0

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