Visitor
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3 Messages
Ott streaming error/equipment swap
Our cable box won’t allow us to open Disney+ or apple + apps and says we need to upgrade equipment. However when we go through the prompts to order the new equipment it gets to the end and says “whoops there has been an error.” Can’t seem to get through to a human on the customer care number so wondering how to get my equipment swapped out and a box that is capable of opening all the streaming apps
CCJessie1
Retired Employee
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5.9K Messages
2 years ago
@user_2b94ec
Welcome to the Xfinity Forum and thank you for posting your question here. We apologize you are experiencing issues when attempting to update your equipment. When you state: "we go through the prompts to order the new equipment it gets to the end and says “whoops there has been an error.”" are you doing this through the existing television box or via our online portal. If you have not done so yet, we recommend making that equipment update request via our online portal (http://xfinity.com/equipmentupdate). Directions on how to submit that request through the portal can be found in our "How To Update Your Xfinity Equipment Online" article.
Please let us know if you continue to experience issues when using the portal to request updated equipment.
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user_2b94ec
Visitor
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3 Messages
2 years ago
I’ve been doing it through the tv box itself. However when I try to do it through the site on line listed above it tells me I am not authorized and in a restricted area so that isn’t working either.
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user_2b94ec
Visitor
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3 Messages
2 years ago
I was able to get logged in with different credentials but now it says my order is in progress from 12/2022 but obviously I’ve never received equipment. The order number it lists is e87c3fed-281122043831479
Unfortunately my local store is not reliably open during its listed hours which makes it near impossible to get there. The fact that I have to be inconvenienced or miss work because your system is having issues is frustrating. Can something be done on your end to cancel the previous “order” or push through a new one?
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user_dc44a9
Visitor
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1 Message
2 years ago
I have consistently had the same issue with my main TV box. I cannot log into Disney + or stream any live events. I get the same pop up about upgrading my equipment and whatever option I choose (even going all the way through to ordering new equipment, xfinity will not let me stream anything on that TV. That service works fine on the other boxes in my basement but never the main box. It is incredibly frustrating. I was literally streaming the Masters Tournament in my basement while working out an hour ago and I cannot for the life of me do the same thing in my family room due to this glitch.
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