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XRE-03121

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XRE-03121

Hi Guys,
I’m having an issue with getting channel 35 (Pittsburgh Cable News Channel) a local channel, and Investigation Discovery yesterday I consented to a new agreement and these two channels worked fine before then but several CSR’s have said I have both channels as apart of my package. I am paying a lot of money and these are two of the channels I watch the most. I am able to access them from the xfinity stream app but I’m not able to access them from either my X1 dvr box or my DTA. The error code I’m getting on the X1 is attached the error code I’m getting on the DTA is this channel is not authorized error code 580 I was at one point getting error code 589 also this channel is not authorized. Does anyone have any suggestions or is there a Comcast employee that I can contact to look into this further for me. The CSR’s I talked to have done the following: Sent a refresh signal, had me reboot boxes neither thing brought those two channels back. Any assistance that someone could provide would be appreciated. Have a great day Thanks from Tyler
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Expert

Re: XRE-03121


@T2far10 wrote:
Hi Guys,
I’m having an issue with getting channel 35 (Pittsburgh Cable News Channel) a local channel, and Investigation Discovery yesterday I consented to a new agreement and these two channels worked fine before then but several CSR’s have said I have both channels as apart of my package. I am paying a lot of money and these are two of the channels I watch the most. I am able to access them from the xfinity stream app but I’m not able to access them from either my X1 dvr box or my DTA. The error code I’m getting on the X1 is attached the error code I’m getting on the DTA is this channel is not authorized error code 580 I was at one point getting error code 589 also this channel is not authorized. Does anyone have any suggestions or is there a Comcast employee that I can contact to look into this further for me. The CSR’s I talked to have done the following: Sent a refresh signal, had me reboot boxes neither thing brought those two channels back. Any assistance that someone could provide would be appreciated. Have a great day Thanks from Tyler

hi, Comcast makes a list available to us of all the channels we subscribe to on their Xfinity My Account app (select the TV tab and the link to view channel lineup). to fix your issue, call 800-Comcast and select billing and ask the agent to do perform a deep background account refresh (can take up to an hour to complete). fixed?



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I am just a customer, volunteering my time to help other customers here in the Forums.
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Regular Visitor

Re: XRE-03121

Hello,
I called in and chatted with someone both people had no idea what I was talking about.
Expert

Re: XRE-03121


@T2far10 wrote:
Hello,
I called in and chatted with someone both people had no idea what I was talking about.

did you select billing? if they don't know ask for a supervisor.



I am not a Comcast Employee.
I am just a customer, volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark the post as best answer!
Regular Visitor

Re: XRE-03121

I spoke to a rep who said his computer said the problem should be fixed within an hour. I will keep you updated. Thanks for your advice
Regular Visitor

Re: XRE-03121

Still not working. Anymore ideas?
Expert

Re: XRE-03121

I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.



I am not a Comcast Employee.
I am just a customer, volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark the post as best answer!
Official Employee

Re: XRE-03121

Hello T2far10. I can assist with troubleshooting your channels not working and the XRE error. Please send me a private message and include your full name and account primary phone number so I can assist you. 



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Official Employees are from multiple teams within Comcast: Product, Support, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.

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