U

Visitor

 • 

1 Message

Thu, Sep 9, 2021 4:08 PM

Closed

Song/Music Identification Feature No Longer Working

The song/music identification feature is not working anymore on my voice remote.  It worked fine just a little while ago. 

Now I get the following message:  

“Sorry, your TV box doesn’t support music identification.”

     And below that

“Please try using this feature on another TV box. “

I’ve looked at previous posts on the same issue from May and I see no resolution. What is going on? 

XfinityAmira

Official Employee

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2.8K Messages

8 m ago

Hello @user_c426cd, thanks for reaching out to our Digital Care Team on our Forums page and bringing this concern to our attention. After testing this on my end, I am also receiving that same error. I went ahead and checked, and this has been reported as a known issue that our social engineers are working to fix. We, unfortunately, do not have a workaround or resolution timeframe at this time, but once we do, that information will be communicated. 

 

We appreciate your patience while we work on correcting this and apologize for any inconvenience this may be causing. Thank you! 

eccatlanta

Frequent Visitor

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12 Messages

8 m ago

It's ridiculous that Xfinity's own customer service people don't know the features their own company offers when using their remotes!!! Even more ridiculous is once you get your issue (music recognition) escalated to someone within Corporate Escaltions team assigned to resolve your issue, they don't even know the feature exists!!! I've been waiting since May for resolution. In the beginning,  I was being told by Comcast that my box was the problem and I needed a new one. But after researching, I RESEARCHED AND I told them that my box was NOT one of their old boxes that doesn't support the feature. In fact, I use the feature so often that it literally worked one night and the next morning when I tried it was no longing working and I was getting the error "Your device dose not support this feature please try again using another tv box". They finally said it was being escalated to Engineering and after about a week, the Corporate Escaltions Dept was saying it was a Nationwide issue and Engineering was working to resolve the issue in their next update.  It's been 4 months, I regularly check and take screenshots of the updates they do (there's been 7 and it's still broken as of today). Yet, they continue to say "they're working on it, but don't know when it will be resolved." Not sure about other people but I pay $10 extra a month for my dvr so I can record more shows, etc. Why are they charging for things that they're not fixing???

LGaspari

Contributor

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32 Messages

5 m ago

I've been getting the "this box does not support music identification" message for at least 6 months.  I used it all the time.  I can see from reading this forum that this has been an issue for a long time with no resolution.  What is going on?

XfinityRyanE

Official Employee

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420 Messages

Hello @LGaspari, and other users still having this issue. We appreciate you taking the time out of your day to reach out for an update. Currently, this is still a widely known issue with no temporary workaround/solutions at this time. 

We understand the inconvenience that not having all your features can cause, but rest assured we will continue working on this until a resolution is reached. 

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.
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eccatlanta

Frequent Visitor

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12 Messages

5 m ago

@LGaspari Not a thing!!! If you call they say it's your box. But the truth is they couldn't care less if it works. Only that they can market it as a feature. Customers should refuse to pay for box/dvr until it's fixed.

XfinityDena

Official Employee

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599 Messages

Thank you for taking the time out of your day to bring your experience to our attention. I do understand where you are coming from with wanting your features to work with your services. This is a known issue and is being addressed. At this time there is no estimated time for the issue to be resolved. I totally get how this is not the best answer or the most desirable and I am really sorry. 

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

New Poster

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6 Messages

5 m ago

It's fixed, they are rolling it out. So if it still doesn't work right now,  keep trying and it should soon. I got a case manager on it, and the engineers fixed it.

LGaspari

Contributor

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32 Messages

@N8chaboy        ...still not working

Official Employee

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229 Messages

Hello @LGaspari! I did some digging and it appears this is still a known issue that we're working hard to resolve. We sincerely regret any inconvenience this causes, and we appreciate your time and patience while work on this issue. 

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

Visitor

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3 Messages

4 m ago

The feature seems to be working again.

LGaspari

Contributor

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32 Messages

@gritty00    Nope, Still getting the message “sorry, your TV box doesn’t support music identification”. It worked just fine on this box previously

Visitor

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3 Messages

Sorry, It's working on both of my boxes as of yesterday.  I'm guessing they are rolling out the update.  I didn't do anything (reboot, refresh, unplugged, etc.)  It just started working.

XfinityRay

Official Employee

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658 Messages

I apologize that you have not been able to use that service, @LGaspari. I like it as well! I am seeing this is being worked on by our Engineering team. I know some issues take longer than others and hope to see this fixed soon. 

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
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