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On Demand CL-17 error with no change after troubleshooting

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On Demand CL-17 error with no change after troubleshooting

on demand is not working and shows an error of CL17.  all of the components haven't been changed or moved.   but went though and tighted or reconnected all connects then powered cycled (pulling power from box) the box and still getting CL 17 error.     

 

is there some outage in my east vancouver, wa area for on demand?  going on three days.

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Re: On Demand CL-17 error with no change after troubleshooting

I am on my 8th day of this garbage. I've reset my three boxes (two standard, one HD), and unplugged and checked cables to no avail. This morning at 1102 AM I called. The automated system set me up for a call back. An hour an a half later received a call. Troublshooted the exact things I've been doing for 8 days. CS agent can't fix -says it's a firmware issue. Sets me up for a call back one, "max 2 hours" at most. That was 117PM. I'ts 748PM and zero call. And that atrocious, useless automated chat is every bit as unhelpful. And apparently one can't chat w/ a live person now. The first few days there was an alert that maintenance was going to occur, so I kept hoping that would solve the problem. It was scheduled for 3-1, then moved to 3-4, then moved to 3-7, wich prompted my call. This all started after a Comcast truck sat outside my house last Friday, messing up On Demand, it would seem. Absolutely appalling customer service. 

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Re: On Demand CL-17 error with no change after troubleshooting

4-20-20 and still no feedback.  we replaced the coax cable, replaced the box and hdmi cable to the tv.  we even replaced the batteries in the old remote (silver and black) and them replaced the remote. they still don't have an answer.  it was escalated on 16th but no call back.  I think its something on the accounting side.  but I hope they consdier giving me a discount for this long of an outage.  and will the escalated support guy ever call.  they didn't even send me an email with the ticket number.

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Re: On Demand CL-17 error with no change after troubleshooting

My problem was fixed when they removed a filter that was placed on my line by a tech that had been up the pole outside 2 weeks earlier. That tech was not called as a result of an issued I called about. I just happened to notice him there. I got every excuse and stall under the sun from Customer Service. I finally filed an FCC complaint and was contacted by a Comcast manager w/ in 2 days. I would contact Comcast and tell them to remove the filter. If they don’t, file the complaint w/ the FCC. They will be required by law to respond to the FCC w/in 30 days with the resolution. That’s the only way to escalate it because, in my case, Comcast CS had zero concern for solving the issue and I was told that there would be no one calling because it is an Engineering problem & Engineering doesn’t call customers. My only option, per CS, was to wait until they got around to fixing it. Unacceptable.
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Re: On Demand CL-17 error with no change after troubleshooting


@evie22 wrote:
My problem was fixed when they removed a filter that was placed on my line by a tech that had been up the pole outside 2 weeks earlier. That tech was not called as a result of an issued I called about. I just happened to notice him there. I got every excuse and stall under the sun from Customer Service. I finally filed an FCC complaint and was contacted by a Comcast manager w/ in 2 days. I would contact Comcast and tell them to remove the filter. If they don’t, file the complaint w/ the FCC. They will be required by law to respond to the FCC w/in 30 days with the resolution. That’s the only way to escalate it because, in my case, Comcast CS had zero concern for solving the issue and I was told that there would be no one calling because it is an Engineering problem & Engineering doesn’t call customers. My only option, per CS, was to wait until they got around to fixing it. Unacceptable.

I guess I'll have to file a complaint too since it's been 8 days since I posted about the On Demand error (CL-14 in my case) and I've tried the usual troubleshooting options including unplugging the box for a minute or more. So that means that likely something changed when they had a tech next door to install or tweak stuff for the new neighbors that moved in. Thing is I wouldn't have even known we weren't receiving this portion of our package had I not missed a show or two and wanted to use that to 'catch up'. So who knows how long it's been affected.

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Re: On Demand CL-17 error with no change after troubleshooting

4-24-20 and not even a call back from the escalated tech support they said now had my ticket (six days?).  interesting about the 'filter' issue.  I will ask about that.   I just re checked and none of my on-demand are still not working and I just noticed a lot of other channels like the 880-890 give me the same error CL 17.  the music channels above 900 work.  I guess if the FCC compliant doesn't get a response then cancel services and switch to centrylink or ugh, dish.  Thanks for the replies though.  they have been helpful.

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Re: On Demand CL-17 error with no change after troubleshooting


@VanWashral wrote:

4-24-20 and not even a call back from the escalated tech support they said now had my ticket (six days?).  interesting about the 'filter' issue.  I will ask about that.   I just re checked and none of my on-demand are still not working and I just noticed a lot of other channels like the 880-890 give me the same error CL 17.  the music channels above 900 work.  I guess if the FCC compliant doesn't get a response then cancel services and switch to centrylink or ugh, dish.  Thanks for the replies though.  they have been helpful.


Yeah. They like taking your money but when it comes to giving you what you're paying for it's a whole other story. Right now we're being given the pandemic as an excuse as to why they won't fix a portion of the service we're paying for. I wonder what the excuse will be when this is done. As of now I'm up to SEVENTEEN days since I noticed the On Demand issue and no resolution.