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Error 12012 on one channel

Frequent Visitor

Error 12012 on one channel

I have been on the phone for hours today. My Globo channel will not play through the app. It plays on the TV - but on the app and through the browser it says that I don’t have a subscription.

I’ve been on and off the phone with at least 6 different agents. No one seems to know how to let the app know that I have this subscription.

Any help would be appreciated!
Expert

Re: Error 12012 on one channel


@TP1964 wrote:
I have been on the phone for hours today. My Globo channel will not play through the app. It plays on the TV - but on the app and through the browser it says that I don’t have a subscription.

I’ve been on and off the phone with at least 6 different agents. No one seems to know how to let the app know that I have this subscription.

Any help would be appreciated!

check your xfinity TV remote app (TV tab, and the link for your subscribed channels). if the channel is listed, call 800-Comcast and select technical support for TV/cable. ask the agent to transfer you to the app support team. ask the agent there to refresh your app entitlements.



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Frequent Visitor

Re: Error 12012 on one channel

And if it’s not listed? It’s in the stream app. It’s on the tv (and working) - not sure where to go from here.
Expert

Re: Error 12012 on one channel


@TP1964 wrote:
And if it’s not listed? It’s in the stream app. It’s on the tv (and working) - not sure where to go from here.

i had the same issue and they fixed it by removing (CMT) from the TV. sometimes the databases just have small errors in them. if you get a channel not listed in your subscription list it may disappear at any time or they may send a letter in the mail like they sent to me.



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Frequent Visitor

Re: Error 12012 on one channel

I literally just subscribed to this channel - so I wouldn’t think it has disappeared. I have to believe this is an account issue of some kind but every agent I speak to wants to treat it like a hardware issue. It’s frustrating. I’ve tried to ask them to reset my account - but they all act like they don’t know what I’m taking about.
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Frequent Visitor

Re: Error 12012 on one channel

Oh and as an aside - I get the same error in a web browser as well. All other channels work. It’s like there is some flag missing that tells the app I’m subscribed.
Expert

Re: Error 12012 on one channel


@TP1964 wrote:
Oh and as an aside - I get the same error in a web browser as well. All other channels work. It’s like there is some flag missing that tells the app I’m subscribed.

it can take up to 24 hours for all the databases to be updated. you can call 800-Comcast and select TV/cable technical support and ask the agent to transfer you to the app support team. ask the app support agent to refresh your app entitlements.



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Frequent Visitor

Re: Error 12012 on one channel

I’ll give it a go. The agents I’ve spoken with so far have not been very helpful - ninth time is a charm I guess. I’ll post back the result either way. Thanks!
Frequent Visitor

Re: Error 12012 on one channel

ok, another 2 hours wasted. Again - all the way up to a "Tier 3" engineer. They claim they did the app entitlements reset (although it literally took them all of 2 minutes.) They tried to take the channel off and add it back in. They had me create a secondary user and log in with that instead of my primary account. And then the usual - log out and back in, uninstall/reinstall. All to no avail.

 

I'm literally STILL on the phone with them - they are asking about my phone make and model and PC make and model - even though I clearly demonstrated that this problem happens regardless of device - they still want to believe that somehow the problem is on my end.

 

I don't know how in the heck you get them to transfer or do anything - every agent - every step of the way, they insist that they can't do anything "until they complete all of the steps" - EVEN if I tell them about the other 9 (now 12) agents I've spoken with and that I've been through these same steps multiple times.

 

This is beyond frustrating - but I wanted to report back since you took the time to reach out. I'm nearly a part-time employee for Comcast - I've put in close to 8 hours of total phone time on this one - seemingly - simple problem.

 

I don't know where they are escalating it to now since I was supposedly dealing with Tier 3, but I'm told to expect a call with 48-72 hours after they "thoroughly investigate the problem."

 

I'll report back if I get anything resolved.

Frequent Visitor

Re: Error 12012 on one channel

Final update - everything is working - but I did not receive any info on what they did. So it’s possible that the app entitlement refresh finally took or that they did something else. Who knows.

Frequent Visitor

Re: Error 12012 on one channel

Spoke too soon. The “in-home”
Channel works - when I’m “in-home”

The TV-Go channel is still not functioning. I thought it was fixed because the inhome version worked. So it still isn’t solved.
Frequent Visitor

Re: Error 12012 on one channel

Yet another update - 3 more agents now involved - apparently someone from regional tech, another from "executive tech" and a bill specialist. So far, noone can figure this out.

 

Wow - how hard can it be.

 

It's one channel.

Frequent Visitor

Re: Error 12012 on one channel

Eight days - 2 more techs - still no resolve.

 

Does anyone from Comcast actually monitor what goes on here? I'm amazed at the lack of concern. Eight days seems like a long time to resolve an issue like this - even if they just had to wipe my account and start over - I wouldn't think it would be this difficult to fix a database error.