Requires Xfinity Internet Error on Apps

Hello! Thanks for posting on our community forums. Are you still experiencing issues with your TV boxes? Have you got an update on the Tier 2 elevation? 

No resolution. Spoken to multiple representatives. I have spent hours on this. None of them could help the issue.

Technician was sent out. He said he couldn’t do anything, and the engineers would have to work on it. Said there was an update in our area recently. He couldn’t give me a time frame on when the engineers would assist but said it shouldn’t be more than a few days. It’s been 5 days since he came out. No one can give us any information .This has become a hassle, and we are about to just give up and cancel our service. 

@user_3cb480, We would be happy to help! If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

Good evening @LoFam, and thank you for reaching out on our Community Forums, we're sorry to hear you are experiencing this issue as well. To confirm, are you experiencing it on just Netflix or other apps as well? May I also ask what troubleshooting steps you have tried so far? 

I spent hours on it with Xfinity with each person telling me a different thing. Spent almost 2 weeks on it. It started working for us again this morning. One of two things that we did yesterday fixed the issue, and I have no idea which one it was: 1. We had a wired box in our guest room. We replaced it with a wireless Xi6. We also replaced our wireless Xi6 in the living room which was supposedly our “main box” at the suggestion of one the representatives on our call. 

2. I factory reset our modem last night. It will wipe out all of your settings. Xfinity never recommended this is our multiple calls, but I thought I would try it

I have no idea which one fixed the issue because neither one fixed it right away but when we tried it this morning it worked.
Hope this helps you get it fixed  

We spent forever on it. Multiple phone calls and reps. Even had a tech come out with no resolution. It went on for about 2 weeks and we were getting ready to cancel. See the above response. One of two things fixed it for us.  1. We had an old box in one of our spare bedrooms that was using coax cable. We replaced that box with a new Xi6 wireless box and we also replaced our main Xi6 box with a a new one.

2. We also factory reset our modem.

The next day our issue was fixed. No idea which one did it. 

Hi there, @user_14xqoy ! Thank you so much for reaching your Digital Care team. Thank you for your patience while you waited to connect with me. I'm very sorry for the trouble you live having with your services. Please be assured you reached the right person to assist you. Are you still receiving the same error when trying to access your Apps?-Richard

Can I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

@XfinityBrianH​ doing that now. Waiting for reply.

Perfect! I have to use the one on file. I have gone ahead and sent it over. Please share it with me, once it's received. 

Thank you for the code. My apologies, this one has expired. I can send you a new one. Is now a good time? 

Thank you for the picture! Does that TV have a box, or are you just using the Xfinity Stream App? If you are using a box, can you confirm which box it is? 

Hello @user_0u0v3b ! Are you still running into this issue? If so, have you tried resetting the power for your modem and box? 

Hello, @user_4f5vdh This is a known issue our engineers are looking into. We thank you for your patience as we work towards a solution. 

I’m glad the engineers are aware of it. Now, actually doing something about it…. That is a whole different story apparently. 

Here is an update. I’ve swapped out both my internet modem and X1 box with new versions of both and wait for it….THE EXACT SAME  MESSAGE continues to appear. I guess Comcast is just going to keep ignoring this problem and do nothing to solve it. Disgraceful. 

I guess it’s somewhat comforting to know this isn’t unique to my account. Misery loves company huh? 

Hello, @user_lvzkj9. Thanks for posting on our community forums. We'd like to help with any concerns. Are you still waiting for a resolution? 

Sounds like more of the same Comcast nonsense that we’ve all come accustomed to. A few years ago, our on demand just stopped working and Comcast told us that it was a “ server” issue on their side. It was never resolved and never would have been. It was just a ploy to force us to upgrade to X1.. which we did and now this… 

So frustrating. Still waiting for a confirmation email response, employee to answer here or a response to the direct chat that I opened based on the old messages here and receiving no xfinity acknowledgement.

If I didn't need the internet connection, I would cancel the whole account...

Anyone getting any responses from support?

Radio silence from xfinity from my end. 

@user_5unfa1 Hi there, we apologize for the lack of response, but unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. I will reply shortly to your private message. 

They will just continue to ignore the problem. There is a higher probability of winning the lottery without buying a ticket than Comcast actually fixing this issue. 

@user_156b3f thanks for the update. We are still working on a resolution to this problem. Please trust that we are not ignoring this issue as things are not always a simple "fix". Thank you for your understanding. 

I understand you just work at Comcast and don’t run the company or set policy. However, continuing to fog your customers with platitudes that “ you are working toward a resolution” with no further details just won’t  cut it. This thread is two months old and it appears that this problem is only spreading among your customers. You should be telling us (1) What the issue is and if your engineers don’t know what the issue is  then tell us they don’t know, (2) What steps have been taken to correct the issue up to this point (3) What further steps are being taken to address the issue going forward  and (4) An estimate of when it will be resolved and if you don’t have an estimate then tell us when you expect to know when you can provide us a timeline for resolution. Instead,  we are left totally in the dark with the appearance that Comcast is doing nothing to address this issue. Perception is reality and the perception is Comcast either doesn’t care or is incapable of fixing this issue. 

Thank you for your feedback and for trying the System Refresh signal, @user_156b3f. The ticket does show that this will not work for everyone and would only be a temporary solution. I do appreciate that you tried that in the hopes this would work for your home. The team is seeing a certain code in our system is not showing up where it should be.

There is a new update today. They are testing a fix now on a few accounts that has worked so far, so I do feel we are getting close to the end of this. Sometimes the Engineering team is able to release the fix to everyone in an update but other times we would need to take action on individual accounts. I am not certain yet how that will work when the fix is completed. I would be happy to try these steps I can see in the ticket on your account and see if we can get it working. We would need to go through one of our troubleshooting guides to see if that will apply the code to your account.

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

Thank you very much. This is the first time I’ve received any clarity on this issue and I appreciate your message. I will send a direct message to xfinity support as you have suggested. 

@user_byuccb Hey there, is this still happening for you? 

Yes! Whenever I call in or go to a store I’m told I need to at Red Zone package for my streaming channels to work which is not true. 

@user_byuccb Let's take a closer look at this for you then. Please send us a direct message with your full name and service address. 

Here are the detailed steps to Direct Message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

Thank you, @user_byuccb It was a pleasure working with you in private and getting you taken care of. Please don't hesitate to reach back out if you ever need any further assistance, we'll always be here for you.-Richard

@user_w7oxxo, we are so glad to hear that you are back up and running again without issue. Let us know if you come across any causes for concern in the future.