11-26-2011 03:05 PM
TV works fine EXCEPT unable to get "on Demand"; continually get error 7 message that says "call customer service". I have called customer service which hasn't helped. Have spent a couple hours with "on-line" help. He sent refresh signals; turned my cable box off and on remotely ---went through the standard trouble shooting process -----nothing has changed. He gave me a ticket # CR270669618 --(no idea what to do with that??) Have a Motorola box: MA0813CA3749. On demand worked fine last week.
would appreciate any clues!
11-26-2011 04:29 PM
11-26-2011 06:01 PM
No change in comcast contract. Have tried all suggested fixes ( a number of times) No splitters in system.
A simple setup; incoming cable to STB, HD cable from STB to TV. error 7 persists!
11-26-2011 08:43 PM
We're having the same problem. OnDemand was fine this afternoon, & tonight, nothing but a persistant "error 7", even though we've reset the power & tried unhooking the incoming line for a minute.
11-26-2011 08:51 PM - edited 11-26-2011 08:52 PM
Error 7 no IP address boils down to a few things
The box lost it's IP and a power down for 2 minutes, then power the box up fixes it many times as it reloads a new IP.
it's an account code issue and only a Comcast support agent can see the account and fix it.
Signal issue, a signal issue to the box can give no IP, Comcast support would need to decide to send out a tech.
Temporary outage at the head end which clears up on it's own.
Except for a power cycle, everyone will need to contact Comcast support and report it.
11-27-2011 10:39 AM
Last week this happened to us. We were getting Error 7 after having On Demand service for many months with our XFINITY Limited Basic plan. A technician was sent to our house on Thanksgiving and he gave up after replacing the set top box and after being here an hour claiming he was told it was a server error.
Customer service sent out a technician again last night who replaced our set top box twice. After over an hour of him and another technician working on it, it was figured out that what was overlooked was there was a change in policy: On Demand is not available with Limited Basic anymore as of November 8th 2011.
On the website it says that Xfinity plans come with On Demand but it looks like they have changed it up to encourage people to upgrade their plans. This was done with no notification to us and it is extremely disappointing. We spent almost a week dealing with this issue with Comcast with not one customer service rep figuring it out until we had visits by technicians and several conversations with customer service reps on the phone.
This was our experience with Error 7.
01-02-2012 09:03 PM
The same thing happened to me today except that I have not been given a ticket number. I was assured that within 15 minutes the On Demand would load and I would have it back. It hasn't worked not for several hours and I've called and left them my telephone number but no one has called back. It's the New Year holiday and it's frustrating. Maggie
02-02-2012 04:22 PM
It seems like On Demand is very elusive. I have gone through the same process of unplugging everything (my phone tech said 30 min), and I've done that 3 different times. It has not helped. We have the bundled service, so we aren't talking about a basic cable issue. I don't think Comcast has figured out what to do about the problem. Even more frustrating to me is that in the MULTITUDE of times I have called, I have yet to get a tech who understands me and whom I can understand. That's the most difficult part of the process. Come on guys.....it's time for English to be the native language of America !!!!
02-21-2012 12:11 AM
I have the Comcast Bundle Deal and have the same problem with On Demand. I never know when the error messages will ''pop up'' which is very frustrating. I have called Customer Service several times and they always insist that it is a problem my end and suggest sending a tech out to check the wiring. This situation has been going on for months, it comes back on after several hours without techs, playing with the wires, sending signals, changing boxes etc., Considering that this is an ongoing problem for so many customers you would think by now Comcast would have sorted this problem out. Not acceptable !
02-25-2012 08:52 PM
When you talk to a agent please ask them to check service summary and make sure the vod code is on account. Err-7 is a upstream conn. Normally reseat conn and then taking a reset from agent hard reset will resolve. Also make sure the agent can ping the equip with provided serial number.
02-25-2012 09:35 PM
Please call Comcast to report it, as it might be a account issue or a signal issue. Error 7 is no IP address on Motorola equipment.
Comcast will need to step through the troubleshooting steps to find and fix the issue with either your account or signal.
Comcast employees must be authorized to post in the forum in an official capacity. Employees posting here have their names in red and are designated as employees. Names not in red are customers.
This is done to protect customers and for assurance that they are dealing with a Comcast employee.
Non-Authorized Employees are allowed to post but cannot state they are employees nor can they allude to being employees.
02-26-2012 02:11 AM
Vod code, sevice summary, reseat conn, hard reset from agent, ping, serial number !!!! Are you for real ?
I speak the Queen's English and I can't understand one word of that advice, so how would you expect agents to understand it.
On Demand was on and off again tonight.
06-24-2012 04:52 PM
I just found out the reason I don't get On Demand is because its not in my area. Im next to a huge city, this is dumb. I hate comcast with a passion they have good service but they suck at serving customers.
07-20-2012 07:56 PM
would a VCR interfer with this issue? I'm noticing if there is no VCR in the mix everything works fine. If the signal goes through a VCR on demand gives me error 7. So i think a VCR would also cause an issue.
07-20-2012 10:51 PM
You can't wire the VCR before the cable box, it will cause On Demand issues, since the VCR won't pass the upstream commands back to the system. The cable box must be the first device connected to the TV outlet.
08-14-2012 12:46 AM
:The same exact trouble here. I have called and emailed till I am sick of it. Couldn't get OD during the Olympics. Finally I accidently checked to see if I had it, and I did!.... for all of 15 minutes, them gone again. I will not call customer service for them to tell me to unplug and plug back in. Give me a break. Why don't we just go back to slapping the side of the tv like they did in the stone age..... Sorry just had to vent. Seriously though I am sick and tired of dealing with it. Do you think we could get a break on our bills? Maybe then they would fix it for good
09-05-2012 08:25 PM
We are having error 7 issues and I am getting really frustrated. Cannot get help from service on phone because they don't know anything other than to have you unplug and then try again. This is not acceptable. I think that Comcast needs to give everyone having this particular problem a BIG credit and then maybe someone would decide what the problem is and fix it. I was told that sending a tech out would not help, nor would exchanging boxes help. Comcast doesn't get my vote for being the "solution" company for sure.
Would not recommend Comcast to anyone, in fact, would discourage it. Several people in my area have it and it is working, so that makes it more confusing...across town it works....Would never bundle with Comcast, that's for sure. Uverse is looking better all the time.
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