waresoft's profile

New Poster

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5 Messages

Sun, Oct 13, 2019 11:00 AM

Error createDrmSession.403-102 - New Modem - Stream App - All devices fail

My service got updated to the 600mpbs. My SB6183 was too slow. So today I got an SB8200 modem. Now my xfinity stream app does not work on all my devices for anything that needs streamed on my local WIFI. That's my Roku Ultra, My PC (ethernet wired), Samsung Smart TV, LG Smart TV, (2) Samsung Galaxy S10 phones, a Samsung Tab A, and more.
It's clearly related to my modem change and it is looking for my old modem to validate the DRM. After 2 1/2 hours on the phone with Comcast, they basically said they will do nothing and call back in 3 days. I'm thoroughly disgusted and ready to leave Comcast to go to Verizon.
Please somebody at Comcast fix this issue for me. It should be simple. They re-provisioned my new modem several times, which is pointless. My internet works great.

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Accepted Solution

Rustyben

Expert

 • 

24K Messages

2 y ago


@waresoft wrote:

They did a refresh.  It didn't do anything.  Any other suggestions?


a system refresh (same as you do from your A button comcast menu won't fix it. it has to be a deep account background database refresh. if the billing agent doesn't understand ask for a supervisor. read this post to them.

Rustyben

Expert

 • 

24K Messages

2 y ago


@waresoft wrote:
My service got updated to the 600mpbs. My SB6183 was too slow. So today I got an SB8200 modem. Now my xfinity stream app does not work on all my devices for anything that needs streamed on my local WIFI. That's my Roku Ultra, My PC (ethernet wired), Samsung Smart TV, LG Smart TV, (2) Samsung Galaxy S10 phones, a Samsung Tab A, and more.
It's clearly related to my modem change and it is looking for my old modem to validate the DRM. After 2 1/2 hours on the phone with Comcast, they basically said they will do nothing and call back in 3 days. I'm thoroughly disgusted and ready to leave Comcast to go to Verizon.
Please somebody at Comcast fix this issue for me. It should be simple. They re-provisioned my new modem several times, which is pointless. My internet works great.

did you call 800-comcast and select billing and ask the agent to update the customer owned modem on your account to the new HFC MAC address? after that it can take up to 24 hours to update all the databases in comcast.

New Poster

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5 Messages

2 y ago

Yes.  So far my PC and one TV work.  Nothing else does yet

Rustyben

Expert

 • 

24K Messages

2 y ago


@waresoft wrote:

Yes.  So far my PC and one TV work.  Nothing else does yet


it it has been over 24 hours call 800-Comcast and select billing. ask the agent to perform a deep account background database refresh (can take up to an hour to complete). if the agent doesn't know what that means, ask for a supervisor. this is not the same refresh available in the X1 menu. 

New Poster

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5 Messages

2 y ago

Thank you.  I will

New Poster

 • 

5 Messages

2 y ago

They did a refresh.  It didn't do anything.  Any other suggestions?

New Poster

 • 

5 Messages

2 y ago

I got an agent via chat. He fixed it by resetting the entitlements for the app. At least that's what he said. Either way, it's fixed. Thank you for your help.

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