Playback Issue 2111

Hi, @user_876b6a. 

Thanks for bringing this to our team's attention. Let's work together to make this right. 

When you experience this issue, do you also receive an error number following the playback issue 2111 messages?  

There is no other error number shown. After a minute or more after selecting the live channe, I want to watch, I get the following message:

                                                 "Playback Issue::2111

We're sorry, but we're unable to play this video right now.  Please try a different channel or program."

@user_cf9a2f​ error 2

I uninstalled and reinstalled the app with no luck

I am sorry to hear you're having this issue with the Stream app! Are you still experiencing this issue, and if so, is it happening while you are connected to your home WiFi network?

Yes, it occurs while I am connected to my home wifi network.  My wife also has a Nook but she does not have this problem.

@user_876b6a In order to more effectively troubleshoot I'll need to collect some additional account information. Can you please send a direct message with your name and the complete service address? 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "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

Hello @user_4d6024, thanks for reaching out to share your experience. We will be glad to take a look t this in more detail. 

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

Please let me know if you have any questions or run into any problems.