Error Codes CL-14, CL-17, VM-16

[bjm46]

When trying to access On Demand, I've received error codes CL-14, CL-17, and VM-16 at various times. On about 6/15/19, I did all the troubleshooting steps and then spoke to a customer service representative who finally said that there was a problem with On Demand in my area, and it would be fixed in 24-72 hours. Today, 6/20/19, On Demand still doesn't work. Any ideas?

[ComcastAmir]

Hello bjm46, thank you for creating a post here on our forum. I'd like to to look further into this for you on my end due to you stating you have already been through our basic troubleshooting. To continue with getting this taken care of please send me a private message with your full name by clicking on my name (ComcastAmir) and then click "Send a message".

[slmoretto]

We have had the same problem here in our area/Tamarac Florida, for over a month, or more! Cannot access On Demand, but we're paying for it. We were ALSO told that we  have a problem in our area, by a tech/said the problem was OUTSIDE and that it would be fixed in a few days which was more than 3 WEEKS AGO! Tech was at our house because we were sent a letter that advised to get new boxes, which we did and are now paying MORE for. Old boxes by the way, worked fine, and we had no problem with  watching anything we wanted to including on demand. Ever since the new boxes...accessing On demand is a nightmare. Yes...we have performed all the instructions as to what to do 'inside' to get it back here.  $200 every month deserves a refund!

[ComcastChe]

Hi @slmoretto, 

Sorry for the issue you're having. I can take a deeper look into this to help get this resolved. In order to assist you, please send me a private message including your first and last name as it appears on your bill. To send a private message click on my name "ComcastChe", then click send a message. 

[slmoretto]

Continuing my previous post...

Another month has gone by without on demand, but being charged for it. Signals sent to our house, supposedly. Nothing can be done from inside home that hasn't been tried many times. It's been almost three months now, with this never changing situation. In that time,  we have started watching TV on our PHONES, had to purchase a bluetooth speaker so we could all hear. Every morning used on demand for a work out video...that's gone! Had to go out and BUY one...which was NOT the one I use.  Also, purchased an Amazon firestick because of this....unfortunately our whole house does not have TV's that accommodate this toy. We pay $200 a month! just to watch TV. We do not have any kind of bundle., and will not do that, do to the fact that, one Xfinity service being messed up, is enough. Email and internet...supplied by other companies. Our faith in this company is wanning. Household is pressuring me to just get a Dish., because, enough is enough. We pay way tooo much for this time consuming, exhausting, frustrating loop we're stuck in. I'm sure we're not alone.

[Here4Help]

@slmoretto,

Have you tried looking over OnDemand error codes and troubleshooting steps outlined here: https://forums.xfinity.com/t5/TV/ANSWERED-Xfinity-On-Demand-Error-Codes-and-Troubleshooting/ta-p/323...

Have you had a tech scheduled out to your home to investigate this issue further?

OnDemand services do require a good steady signal going to the boxes and sometimes the issue lies inside your walls. If you have an older home with older wiring there is not much Comcast can do to fix that, you may need to call an electrician to verify the coaxial cable in your home is still good and does not need to be replaced. 

I would also recommend removing any splitters that are on the coaxial line connecting to your boxes. Sometimes those weaken signal too much and does not allow certain features to work correctly. 

Also, not sure if you have Xfinity X1 but the Amazon Prime Video is included directly on that platforms so if you have an X1 television box hooked up you do not need to connect a separate Fire Stick. More information about Amazon Prime Video on X1 can be found here: https://forums.xfinity.com/t5/TV/ANSWERED-Amazon-Prime-Video-on-Xfinity-X1/ta-p/3169525

They have also added Netflix and a number of other apps, including workout/fitness apps that you can access directly from your X1 box (such as Daily Burn, TouchFit, Gaiam TV, Grokker, FitFusion, and many more). Some of these do not require OnDemand as they are apps built directly into the X1 platform. You can find many of them by saying "fitness" into your remote or by navigating to the apps section of your X1 box. 

I hope this helps. Good luck. 

[djwag74]

I am also getting the CL-17 and VM-16 error codes. I had one of the old boxes and went to my nearest customer service center, 35 miles away, because my remote had stopped turning the box on and off and I wasn't about to pay $20 to have them ship me a new one. I got a new remote and it didn't work with the old box so, I go back to the CSC and am told by someone else that the new remote won't work with the old box so, they give me a new box and remote. I got it set up and On Demand worked fine until I decided to rearrange my living room and still using the same coaxial lines and splitter, have had issues ever since. Have done all the troubleshooting tips and nothing seems to work. At 2:00am this morning it worked fine. At 7:30am, it hasn't worked since. When I check my account, it shows the box as unavailable, even though I still have my channels and guide. I only have one box for one tv. It has to be something wrong with the X1 boxes because I never had an issue until the new box.

[CCKenF]

I am also getting the CL-17 and VM-16 error codes. I had one of the old boxes and went to my nearest customer service center, 35 miles away, because my remote had stopped turning the box on and off and I wasn't about to pay $20 to have them ship me a new one. I got a new remote and it didn't work with the old box so, I go back to the CSC and am told by someone else that the new remote won't work with the old box so, they give me a new box and remote. I got it set up and On Demand worked fine until I decided to rearrange my living room and still using the same coaxial lines and splitter, have had issues ever since. Have done all the troubleshooting tips and nothing seems to work. At 2:00am this morning it worked fine. At 7:30am, it hasn't worked since. When I check my account, it shows the box as unavailable, even though I still have my channels and guide. I only have one box for one tv. It has to be something wrong with the X1 boxes because I never had an issue until the new box.

djwag74, appreciate you recounting your experience on the forums. It sounds like there might have been some signal issues created during the room rearrangement. Do you see any kinks in the coaxial cables or punctures of any kind? I'm happy to have a look and get this resolved! Please send me a private message with your full name for help. Just click my name and then on the next page, you'll see an option to send me a private message on the top right hand side.  

[MarinEric]

Just answer the <edited> question here! You're trying to hide your screwups in private messages!

[beegee]

Please list the VM-16 error on your error code list. I cannot find anything avout this code. Why are you folks so cryptic.  Know that the code means would help me explain the problem.

[beegee]

VM-16 is not listed in their list of reeor codes. I guess it is super secret.

[CCElla]

Hello all,

My apologies for the delayed reply. The CL14 and CL17 could be also Tivo error messages. If you have Tivo - as of 6/25, we made the decision to remove the Xfinity On Demand app from TiVo devices because the platform uses outdated technology that can't be updated and is therefore susceptible to security breaches. The decision to remove the feature was made in close consultation with TiVo.

If you get CL14 or CL17 on your X1 box - the error messages indicate that there is no interactive connectivity to XFINITY On Demand system and cannot communicate back to the network. 

The VM-16 error message has been removed and customers should not see it. It indicates the issue with the Metadata and problem with the backend server. 

If you get any of these messages on your X1 box, we have to check each account individually. In order to do that, we ask to send a private message so we can pull up your account information. 

[bur8]

I am having the same problem.  Have been receiving error vm-16 since Sept 21.  

[Rayray0121]

...and I thought it was just me...thx for letting me know about the issues. I too get VM16 . I call to have box reset remotely..fastest way but annoying. Have heard all excuses...have new box AND have upcoming 4TH :!!##TECH visit to MAYBE rewire which they want $70 for..
Soon getting indoor antenna and will return to good ol' days TV..bye COMCAST

[s_miller615]

Good Evening,

I have had an error code of CL-17 on my Xfinity on Demand for a few weeks.  I went through the trouble shooting with customer service but they exhausted all efforts and could not tell me when someone would be available to call me back.  Any help would be appreciated.  Thank you.

[baz123]

 FOR CRYING OUT LOUD!!  WHAT DOES A CUSTOMER HAVE TO DO TO GET THE SERVICE THEY'RE PAYING FOR?! 

You'll have to forgive me for being dramatic, but my On Demand service has been giving me these error codes for 5 DAYS!  I have spoken to 4 different Comcast phone reps. and tried multiple fixes and resets of my cable boxes, which do nothing but wipe out my channel guide and waste my time.  I have also been advised that the issue would be "escalated" to a higher dept. and twice told that I should expect a phone call from a technician.  Nobody ever called.  Then I posted 2 messages in separate threads on this forum, hoping to get answers.  I  found some miscellaneous info. about On Demand functions which was not useful, but I received NO REPLY FROM ANYONE.

This is my THIRD MESSAGE regarding this issue.  I DO NOT HAVE A TIVO OR AN X1 BOX.  So, what is the problem?  I'm tired of trying to be nice and I am not content to wait a whole month for an employee to address this post like some others.  Soon several networks will be deleted from my channel line up, and I will not have access to their programming.  I am completely disgusted with these repeated channel changes, technical glitches and the lack of attention to customer service, for which I pay a hefty fee each month (regardless of what the contract says).  Anybody can make a mistake, but this is ridiculous.  A piece of wire stuck on my roof would be more reliable, and less expensive too!

Explain where I am on your priority list now??  Certainly NOT number one as your company claims!  When my contract is up, Comcast will be history. 

[MarinEric]

<Edited>. You can't seem to fix this at all. Why can't you run a decent network?

[evie22]

I am currently experiencing the EXACT thing you were with the EXACT same lack of response -supposed call backs. Day #8 of the CL-17 error. Customer since 1983 soon to be an ex-customer if they don't fix this. Appalling response to customers' issues.

[Jayare411]

I see multiple people having the same issue I am... Going on three weeks and no resoltuion. I have been following every instruction given to troubleshoot. Under the circumstances, i understand if no tech can come out to the house to change a filter or anything similar (as i seen other posts that will fix this issue).. at least stop billing me for On Demand sevices and please stop insisting on sending me new boxes that I dont need (especially when they are the wrong boxes needed).

[evie22]

Hi. Night before last I was having a whole new problem with one of my boxes on top of the CL-17 error. I couldn’t get ANY channels and was getting the ‘This channel should be available shortly’ for hours. That night I called again, and was lucky enough to have had an agent was understood my frustration. He scheduled a tech for the next day. The tech came out for the one issue, but I told him about the CL-17 and turns out it was a filter put on my line 2 weeks earlier by a Comcast tech working on the pole near my house. The filter was removed, and the CL-17 error was resolved. Unconscionable that it’s such an easy fix to a well known issue and that it’s something Comcast did to my line that denied me the service for which I pay. <Edited>

[CheapestGamer]

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@evie22 wrote:
Hi. Night before last I was having a whole new problem with one of my boxes on top of the CL-17 error. I couldn’t get ANY channels and was getting the ‘This channel should be available shortly’ for hours. That night I called again, and was lucky enough to have had an agent was understood my frustration. He scheduled a tech for the next day. The tech came out for the one issue, but I told him about the CL-17 and turns out it was a filter put on my line 2 weeks earlier by a Comcast tech working on the pole near my house. The filter was removed, and the CL-17 error was resolved. Unconscionable that it’s such an easy fix to a well known issue and that it’s something Comcast did to my line that denied me the service for which I pay. <Edited>

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That sounds like what happened here. I had NO issues with the On Demand a week or two ago. Yet when I tried using it a few days ago it gives me the CL-14 error. I noticed a Comcast tech at the house next door messing with the box on the side of the house. So I wonder if that messed up something with MY service.

[evie22]

Sounds like the same situation. If you’re getting the runaround like I did for 2 weeks, <Edited>. Unfortunate that’s what it takes, but I was extremely patient, and I find it hard to believe no one knew what the issue was. I feel like they didn’t value the hours of wasted time I spent troubleshooting, and that I was paying for the service I wasn’t getting. I mentioned it to my cousin, who’s boyfriend is a Comcast tech, she mentioned it to him and he immediately knew what the problem was.

[CheapestGamer]

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@CCElla wrote:

If you get CL14 or CL17 on your X1 box - the error messages indicate that there is no interactive connectivity to XFINITY On Demand system and cannot communicate back to the network.

 How exactly is the CL-14 error fixed though, @CCElla ? I ask because it's been almost two weeks since I posted on the forums and have received no OFFICIAL reply to try and fix it. I've tried the troubleshooting (unplugging the box, for example) and that HAS NOT WORKED. I am beyond frustrated with paying for this service and not receiving it. 

[CheapestGamer]

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@CheapestGamer wrote:

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@CCElla wrote:

If you get CL14 or CL17 on your X1 box - the error messages indicate that there is no interactive connectivity to XFINITY On Demand system and cannot communicate back to the network.

 How exactly is the CL-14 error fixed though, @CCElla ? I ask because it's been almost two weeks since I posted on the forums and have received no OFFICIAL reply to try and fix it. I've tried the troubleshooting (unplugging the box, for example) and that HAS NOT WORKED. I am beyond frustrated with paying for this service and not receiving it. 

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It has now been SEVENTEEN DAYS since I noticed my On Demand is giving me the CL-14 error. I've tried the unplugging the box thing. So it is more than likely a filter on the line or other OUTSIDE issue that I cannot remedy myself causing this. At least give us a credit of $40-50 a month till this is fixed because this is intolerable to be unable to use what I view as a significant portion of our service.

[mpbosse]

I am having problems with ON DEMAND services as well.  However I am not getting any error codes. I can get into ON DEMAND, but none of the new episodes of programs I usually watch are available on the episode list. And they should be....I've checked air dates for them on my phone.  Called Comcast today and got a tech that restarted my box and still doesn't work.  On hold several times and finally told that my call was being transferred to another tech.  They dropped my call.  I am beyond frustrated at this point.

[desmondmarie323]

I have been dealing with this code and Comcast for over a month! I have talked and chatted to numerous tech supports include advance tech support and higher. I have been told our boxes were not up to date and sent new boxes (old ones have been sent back but still getting charged for those), did not fix the problem. Have unplugged and plugged back in several times and had the techs send numerous signals. Was told I would be hearing from another support group within 72 hours but that was a week and a half ago. I am tried of paying for a service I cannot get and with a company that obviously cannot tell me why, plus getting charged for those 3 boxes when I have proof from UPS they were sent back! Never been more frustrated with a company in my life. Plus we’re I live they are the only cable provider. (Was told to by them I could get high speed Internet with them when I called to cancel because we moved. Told them our local Comcast office told us we could not get the internet because Comcast never ran internet cables in a little 2-3 mile section of where I now live. Swore up and down they did and allowed them to send a tech to junior them. Tech was on point and said the same thing we were being told, no internet. It amazes me how they have no clue about their stuff.