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Rmartin1437
1st Topic

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1 Message

Wednesday, March 10th, 2021 5:00 PM

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X1 screen. no viewing options

The input on my tv is correct and the X1 screen only shows "account   Settings   Help" and below it says refresh. Multiple refreshes have done nothing. The error received after clicking help shows " ENT-22013 That didn't go as planned."

Cords are not damaged and are properly in outlets. Trouble shooting has gotten me nowhere. Please help 

Question

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Updated 

4 years ago

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XfinityRay

Official Employee

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3K Messages

4 years ago

Hello, @Rmartin1437. Thank you for reaching out about your TV service. Great job with the troubleshooting steps you tried. We would like to look further into what is causing this. Can you please send me a Private Message including your first and last name as it appears on the account? To send me a Private Message, please click my name “ComcastRayana” and click “Send a message."

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angelno9

New Poster

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3 Messages

4 years ago

Same exact problem here as well. 

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CCAmir

Gold Problem Solver

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7.2K Messages

4 years ago

Hi angelno9, if you're having the same issue we can help. Just send us a private message by click on my name (ComcastAmir) then click "send a message". 

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user_1c80ec

Visitor

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1 Message

4 years ago

Same problem. What is the fix?

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CCGina

Official Employee

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800 Messages

Hi user_1c80ec, I'm sorry to hear that this is happening for you as well. If the box is connected via Ethernet, please make sure that and the other connections (if any) are secure. If you are connected via WiFi, please check the signal strength and if it's poor, test with an Ethernet cord to see if that resolves the ENT-22018 error. You can also reboot/power cycle the device. If none of that helps, please send a private message to us at "Xfinity Support" with your name and the service address, by clicking on the little chat message bubble icon in the upper right. 

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 years ago

0

user_046299

Visitor

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1 Message

4 years ago

Same problem here. Called support 3 times already. 

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user_832084

Visitor

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1 Message

4 years ago

Exact same problem here, but with my Flex device.

(edited)

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XfinityEmilyB

Official Employee

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2.1K Messages

Welcome to our forums, @user_832084! Thank you for taking time to bring this issue with your Flex box to our attention. I'd be upset if I wasn't able to enjoy my services so I'll stick with you here until we get to the bottom of this together. What troubelshooting steps have you tried so far? You can use the amazing My Account app to get started with the most common troubleshooting steps which you can find here: https://comca.st/3tFg6Bx. This is always a great place to start to solve most issues from the comfort of your own home without having to wait :). 

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

4 years ago

0

EmersonHart13

Visitor

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1 Message

4 years ago

Has anyone solved this yet? 4 calls to support and no one has a clue... I have too many hours wasted on this.

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user_4ada33

Visitor

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1 Message

4 years ago

I’m having the same issue, which arose this morning. Manually rebooting the box has done nothing. 

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CCBiancaB

Problem Solver

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574 Messages

Hi, @user_4ada33! We can look into this further. Can you please click the Peer to Peer chat icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first and last name and address so we may further assist you.

I no longer work for Comcast.

4 years ago

0

user_508f79

Visitor

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2 Messages

4 years ago

Same issue.  The voice button still works so you can use it to load apps like Netflix and bypass the error.

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XfinityBillie

Official Employee

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3.4K Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I'm truly sorry to hear that you are experiencing issues with your Flex box. I would love to look into this further and help resolve the error. Please send us a private message with your name and service address to Xfinity Support by clicking 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

4 years ago

0

user_d51522

Visitor

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2 Messages

4 years ago

I'm having this issue now.  Rebooting the device does nothing and neither does power cycling the router.  The voice button does work, so I am able to watch that way, but how do I fix this so I can get back to the old home screen?

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user_d51522

Visitor

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2 Messages

@user_d51522  this is also with the Flex box.

4 years ago

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user_9194aa

Visitor

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2 Messages

4 years ago

How did you fix this problem ?

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user_9194aa

Visitor

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2 Messages

4 years ago

Same here, what is the solution?

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Nexus0405

Visitor

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1 Message

4 years ago

same problem, what’s the solution it’s so annoying.

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XfinityMichaelC

Administrator

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4.4K Messages

Greetings, @Nexus0405! Thanks for reaching out to us on the Forums! I hope you are having an amazing day! We apologize to hear that you are having issues with the ENT-22013 as well. Its looks like we might need to send some signals to the box to see if we can get this cleared up. Can you please click the Peer to Peer chat icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first and last name so we may further assist you?

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

4 years ago

0

user_d9652b

Visitor

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2 Messages

4 years ago

same issue here.  just started tonight.  The "use voice commands to launch an app" workaround works, but its less than ideal.  

(edited)

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XfinityNico

Official Employee

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553 Messages

Hello @user_d9652b, thanks for reaching out for help about this same error as well. We'd be happy to help. In order to get started can you please send us a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? 

4 years ago

0

Prendad

Visitor

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1 Message

4 years ago

flex working great then all of a sudden ENT-22013.  I see lots of people, I mean LOTS OF PEOPLE WITH THIS PROBLEM AND NO ANSWERS. DOES ANYONE HAVE ANY IDEA HOW TO SOLVE THIS?????????????

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XfinityEmilyB

Official Employee

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2.1K Messages

Thank you for coming to our community forum for help with your Flex box, @Prendad! You've reached the perfect team for help and we will make sure you're able to continue enjoying your favorite content as soon as possible! Have you tried power cycling the device? Please send a private message by clicking the Peer to Peer chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to look into this further. 

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

4 years ago

0

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