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Can't access OnDemand.

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Contributor

Can't access OnDemand.

Since early this morning, we haven't been able to access OnDemand at all.  I just got off the phone with a Comcast tech and was told that this is a big problem, they're aware of it, and it is being worked on.  I'm in N.J., don't know how large an area is involved.  But it is a system problem -- not just us -- yet I see no mention of it on here.

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New Poster

Re: Can't access OnDemand.

You haven't looked hard enough Harry. It's been going on for at least 3 months here in Tennessee. Have an awesome day! 😁

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Contributor

Re: Can't access OnDemand.

Yeow, Patrick!  You definitely have my sympathies!  Better day to you, sir!

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New Poster

Re: Can't access OnDemand.

have not been able to connect with on demand for amonth. no help at all from customer service.icalled them twice and they never called me back. HELP

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New Poster

Re: Can't access OnDemand.

Hasn't worked here in SW Florida for a week. I tried the rebooting option, did not help. 

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Regular Visitor

Re: Can't access OnDemand.

They are making lies day and night.  They do NOT want to admit it is their problem.  Believe me, thousands are unhappy, and they are all over the US.   I like XOD for two main reasons ---- if I miss a favorite show, I get it anyhow and soon; sometimes when everything is a repeat I get one of my older favorites, especially animals and the zoo.

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Contributor

Re: Can't access OnDemand.

When I started this thread a month ago, we couldn't access OnDemand; also, the "Quick Menu" was incomplete (we have a non-X1 box).  I phoned tech support and was told that it was an area or system problem and was being worked on.  I checked back later in the day after I received a call saying that the problem was resolved -- well, not in MY house it wasn't.  I was told that the problem wasn't entirely resolved -- give it a bit longer.  Phoned back later, was told that it was resolved, and that if we were still having a problem, then our cable box needed to be replaced.  Big sales push for the X1 box, which we don't want; when I finally pointed out that we'd lose a couple channels we actually do watch if we gave up our box for the X1, the customer service rep set us up with a tech appointment to swap our non-X1 box for another.  Still insisting that our box was the problem.  The appointment would be three days later. 

 

The evening before the appointment, our OnDemand suddenly reappeared and our Quick Menu had everything back in place.  It wasn't our box, after all.  It was areal or systemic.  And all has been well since.  We didn't unplug the box and plug it back in, didn't wave a magic wand over it.  It wasn't our problem, it was Comcast's.

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New Poster

Re: Can't access OnDemand.

Glad you were able to get somebody. I can't even get them to come out. I have been waiting on them to restore my "On Demand " service since March. I have called and they have told me  a tech would call me back and still nothing. We have been told to unplug the box each time and still nothing. My next move is to file a complaint. I'm paying for services that are not working properly (tv picture freezing, no on demand, & internet going in and out). 

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Contributor

Re: Can't access OnDemand.

If your state has a Board Of Public Utilities, see if they also cover cable.  I'm in N.J., and my BPU has a dedicated phone line for cable company complaints.

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Contributor

Re: Can't access OnDemand.

Yep, same thing here. On Demand error CL-17. It's a system error.

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Contributor

Re: Can't access OnDemand. Error CL-17

After 4 calls to Comcast support, taking several hours, I finally got one who verified that changes in Comcast's X1 system made my X1 cable box model incompatible.

 

He said the reason I'm getting CL-17 is because Comcast "recalled" my cable box model early this year, which seems a little odd since Comcast never contacted me to replace the box, preferring to inconvenience me instead, which is typical of Comcast.

 

He checked my cable box model number. He is mailing me a compatible model, which is included in my subscription.

 

This is a well-known problem for Comcast TV subscribers, but as you can see from complaints in the forum, they're getting nothing but the traditional runaround from Comcast support.

 

Since On Demand has been out for a couple of weeks, I want an adjustment on the charges for this month, plus additional for the aggravation.

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Expert

Re: Can't access OnDemand. Error CL-17

After trying to find out why many of us have lost ON DEMAND on the legacy cabled boxes recently. It looks like it may have been done on purpose (not an update error).

 

Those of us with just cable service, and Internet from someone besides Comcast, will no longer have access to ON DEMAND without being forced to use Comcast Internet too.   I have not been encouraged so far in getting an answer here on the "Dark Side".  ☹️


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Contributor

Re: Can't access OnDemand. Error CL-17

That's interesting. I read a year or so ago that Comcast was going to optimize its "high value" customers. Those with one foot out the door are not high enough value apparently.

 

I have Comcast Internet and TV but as soon as I can get a different high-speed Internet provider, I will happily say good-bye to Comcast. Comcast has escalated prices for fairly basic "double header" service.

 

As it turned out, the X1 TV box model I got from Comcast last year was made obsolete by Comcast, without notice to customers.

 

I guess everyone who doesn't want to go all-in on Comcast and their ridiculous charges will have to work on their cord-cutting options.

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Official Employee

Re: Can't access OnDemand. Error CL-17

Hello, I wanted to follow up with you to make sure you got my message that was sent out yesterday in regard to your phone number on file. Also I wanted to address your main concern about the credit for time spent without on demand services. Unfortunately, we can only credit if the service is completely out, since on demand is considered a feature the system will not allow a credit. I know this is not the result that you may have been looking for, so I went ahead and applied a onetime courtesy credit of $10.00 for your time spent without your feature. I know this does not get your time back, but I hope that the credit serves as a small token of our appreciation for you. Please feel free to reach back out to me here if there's anything else that I can assist you with, I'd be happy to help.  


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Contributor

Re: Can't access OnDemand. Error CL-17

Hello, ComcastAmir. Was that message meant for me?

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Official Employee

Re: Can't access OnDemand. Error CL-17

Hello DirtyDeal, the last message was meant for you. I wanted to address your concern regarding your phone number on the account. I am showing the contact number is the 8055 number, but I am not showing the phone service is with Comcast. Let me know if there's anything else that I can assist you with 🙂


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Expert

Re: Can't access OnDemand. Error CL-17

For me everything has gone from bad to worse. After having no linear On Demand since the first of the Month (July), I now have had no cable at all since Sunday morning. Using either the Comcast site, or calling 1-800-XFINITY, gets me no where. I am in Bloomington MN area.


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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Regular Visitor

Re: Can't access OnDemand. Error CL-17

I likewise haven't been able to get On Demand for quite a while, even after all the troubleshooting, rebooting, etc.  Additional problem is that is how I access Acorn - for which I am charged $5.99/month.   I'd like to be able to cancel Acorn, but I keep getting stuck at the 'submit' page.  I'd like to cancel Acorn, and get refund for the services I'm not receiving.  (I've got Netflix & Amazon Prime, and have switched over to those - I don't have problems with those ... )  And I'm totally frustrated with the 'chat' autobot - no way to actually have a 'chat' (keeps giving me irrelevant options), and can't otherwise contact Comcast/Xfinity.

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Expert

Re: Can't access OnDemand. Error CL-17

I got my Cisco RNG150N exchanged for another one Tuesday. Have cable back but still linear ON DEMAND is not working.


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Silver Problem Solver

Re: Can't access OnDemand. Error CL-17

I have Comcast TV and Internet, and I've also been getting the CL-17 error all week. I don't remember how long it's been since I tried to use On Demand before this week, but probably not more than 2-3 weeks.

 

My cable box is a Motorola DCT-2000.

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Expert

Re: Can't access OnDemand. Error CL-17

I finally got linear ON DEMAND back on my replaced Cisco RNG150N cable box just today. I did get an e-mail about the credit of $10.50 for two missed days of cable. No mention about any discount for the 3 weeks of no ON DEMAND.


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Silver Problem Solver

Re: Can't access OnDemand. Error CL-17

I called Comcast tech support about this a couple of weeks ago. They said they escalated it and I would get a call back, but I never heard anything. And it's still not working.