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

New Poster

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

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?

Official Employee

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

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".


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Frequent Visitor

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

 

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!

Official Employee

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

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. 


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Frequent Visitor

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

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.

 

Contributor

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

@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. 

 

New Poster

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

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.

Official Employee

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

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.  


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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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New Poster

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

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

New Poster

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

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.

New Poster

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

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

Official Employee

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

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. 

 

 

 

 


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