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Can't get ON DEMAND

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Frequent Visitor

Can't get ON DEMAND

When I click the ON DEMAND button on my remote, I get "this option is not avaiable.  Please try again later or unplug the power to your X1 box for one minute.  after a minute plug the power cable back in.  Visit Comcast.com/help for more info Error (CL-17)".  All cables are tightly secured to the cable box and outside in the box on the house. 

 

I have unplugged my box at least 4 times on my own and it has not fixed the issue.  I have called the Xfinity support line and they are useless.  It appears like they are reading from a script and having me do the same things over and over.  The issue is never fixed.  

 

When I look at the status page on Xfinity website my X1 TV shows not connected.  I click on the reset button and after clicking through a few screen it message come back "Can't Connect to X1 TV box" 

 

Need some help from someone.  Still waiting for a Support supervisor to  call me.  I doubt that will happen.  

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Diamond Problem Solver

Re: Can't get ON DEMAND

Kind of odd the error message is for a legacy box not an x1 box, what’s the model of your box? And X1 remotes don’t have an On Demand button

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Frequent Visitor

Re: Can't get ON DEMAND

Model PR150BNM

 

The On Demand button is on the remote not on the X1 Cable box.  

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Expert

Re: Can't get ON DEMAND


@Jeffery_71 wrote:

Model PR150BNM

 

The On Demand button is on the remote not on the X1 Cable box.  


CCAndrew wrote: And X1 remotes don’t have an On Demand button 


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Frequent Visitor

Re: Can't get ON DEMAND

Ok, it the Xfinity button on the remote. But it doesn't matter because on demand doesn't work. Quit replying with things that don't help
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Diamond Problem Solver

Re: Can't get ON DEMAND

Quit replying with things that don't help
__________
Post correct information and we won’t. The model you posted is not an X1 box

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Official Employee

Re: Can't get ON DEMAND

Hi @Jeffery_71

Thanks for posting to the Xfinity Forum to get help with the issue you're having when attempting to access On Demand. I'm sorry you have yet to be contacted by a supervisor regarding the errors. No need to wait or call back in. We can assist you here.

The questions being asked by the experts on this forum are relevant and the answers will help us determine how to fix your issue. 

As mentioned by @CCAndrew, the code you're receiving is generally only triggered on older model "Legacy" boxes, and the new model X1 Platform remotes don't have an actual "On Demand" button.

To us, this indicates you have the incorrect equipment for the services you're paying for. Can you please confirm the make and model of the box you currently have? 

I'd be happy to chat with you in a private message and fix this so you can get back to enjoying your favorite shows and movies On Demand. Please send me a private message with your full name, as it's listed on the billing statement. Click on my name ComcastChe, then click Send a message. 

 

 


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Frequent Visitor

Re: Can't get ON DEMAND

I still can't get on demand. Still haven't been contacted by a supervisor. The last time I called the agent created a ticket and said another agent with more troubleshooting tools would call me back. It been at least 4 days and nothing. Getting really frustrated with Xfinity support.
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Regular Visitor

Re: Can't get ON DEMAND

I too get the CL-17 error code for On Demand, using an RNG110 set-top box. Have done all the disconnections of the box several times and still get CL-17 error code. What to do next?

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Expert

Re: Can't get ON DEMAND

Get the cable-box replaced. Some of the older non-X1 boxes cannot handle ON DEMAND after recent chenges made by Comcast. Your box cannot be updated over the Internet or this code change. You need to get it replaced with one that handles the latest version of code used for ON DEMAND.

 

If you do not choose to pay for Comcast Internet, you cannot use X1 cable boxes.


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Frequent Visitor

Re: Can't get ON DEMAND

The tech support send me a new cable box. The cable box was the exact some as I currently have. I swapped it anyway and had to call to get it activated. I have it plugged into my network and it still doesn't work.
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Regular Visitor

Re: Can't get ON DEMAND

Replaced the RNG110 with the RNG 150N from the Comcast store today , good experience at the Fresno store -  in and out in 5 minutes,  BUT still get the CL-17 error code for On Demand. I guess I wil get on the phone tomorrow morning>