U

Visitor

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1 Message

Wed, Jan 12, 2022 6:19 PM

Error VM-16

For over a week now we’ve been getting an error code while trying to access On Demand. Error VM-16

XfinityDaryl

Official Employee

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498 Messages

6 m ago

@user_1cae23

 

I can look into this for you. Could you please send me a direct message with your full name and address? You can send me a direct message by clicking the "chat" icon in the upper right, then the pen/pad icon, and lastly Xfinity Support.

Frequent Visitor

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8 Messages

5 m ago

Having the exact problem, and contacted support, Alex in the Phillipines "A Good Agent" after about an hour of trying to resolve w/no good result has said he has elevated this for a call back.  I have older equipment Scientific Atlanta Box which I Prefer to the newest XBox equipment.  A comcast employee wrote about this issue in 2019 and claimed the VM-16 was a backend server w/metadata problem.  Personally think that Xfinity is attempting to force those of us w/older systems to change.  When equipment dies so goes my TV account.  Their internet service has gotten very poor, and Alex did note that it was operating unusually slow.  May I inquire what system/DVR box u are using when this issue occurs for you? I am a basic TV, land line, and internet account customer.  Rural PA, they took our local office away right before they introduced the X1 Box.  We all have to travel and hour out of our way to & back for office support.  Thanks for sharing

Official Employee

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211 Messages

Hello @debkit7, thank you for reaching out! We will be happy to assist you with any On-Demand issues that you may be experiencing. Could you please send our team a direct message with your full name and full address? We will be happy to take a further look into the issue. 

 

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

 

 

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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1 Message

11 d ago

Our Xfinity on demand system also gives error message VM-016.

Official Employee

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27 Messages

@user_9f3885 Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

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

 

See  https://comca.st/3KQF8q9 for an example.

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

Frequent Visitor

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8 Messages

11 d ago

what services and equipment are u using to utilize your xfinity account

i.e. is the x-1 system or is it the Cisco DVR or Atlantic DVR? Are u basic for TV or do u have an extended line up?  Has your internet if u use thru xfinity gotten slower? do u rent xfinity's equipment for your internet use or supply your own?

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