SHARING MY CHAT TO PROVIDE YOU WITH THEME OF TROUBLE SHOOTING:
CHAT ID: 2AC97E6E-F095-4561-B45B-174C9D87E138
Problem: Can get channels on regular cable tv but when trying shows on demand it states we are not subscribed.
Rochel > Hello Eda, Thank you for contacting Comcast Live Chat Support. My name is Rochel. Please give me one moment to review your information.
Eda > My Issue: Can get channels on regular cable tv but when trying shows on demand it states we are not subscribed.
Eda > Thank you
Rochel > I'm sorry to know that you are having issues with your channels. We do apologize for the inconvenience this has caused you.
Rochel > May I please know when the issue started?
Eda > It has been a constant issue since we started service.
Rochel > Did you already report this issue prior to our chat and tried some troubleshooting?
Eda > Yes and we were told it was an On Demand issue and it was being addressed. However it is still occuring. Example we get MTV cable channel but cannot get MTV on demand shows that are marked $ free but asks us to BUY then we are told "You do not have a subscription"
Rochel > Thank you for the information. You have reached the right person as I am here to provide you with excellent customer service today. Please be assured I will do my best to help you with your concern.
Eda > Thank you
Rochel > Thank you also for providing your information on the chat initiation form. May I ask for a minute or two to pull up your account and check some information?
Eda > Yes
Rochel > Thank you
Rochel > While waiting, let me share with you: Our goal is to provide you with a consistently superior customer experience – that’s our guarantee. Learn more about the Comcast Customer Guarantee at http://www.comcast.com/corporate/Customers/CustomerGuarantee.html?fss=customer%20guarantee
Eda > thanks
Rochel > Thank you for waiting.
Rochel > May I know when are you receiving error? Is it when attempting to play a title, when opening an On Demand folder or when launching On Demand?
Eda > When we attempt to "buy" a free TV series episode On Demand..
Eda > ERR 36895
Rochel > Thank you! Is your cable box and TV turned on right now?
Eda > Everything is on
Rochel > Before I send signal to the cable box, can you please double check all cable wirings? Please hand-tighten them to secure connection specially the connection from the cable wall outlet to the back of the cable box. Please tune away also from On Demand, please have your TV tune to a regular channel that is working.
Eda > They are all connected properly.
Rochel > Thank you for checking. I will now send refresh signal to the cable box. May I have a minute or two please?
Eda > Yes
Rochel > Thank you.
Eda > ... Rochel > Im sorry. Rochel > Can you please check if the box, went off?
Eda > Yes it is off
Rochel > Please turn it on after a minute and then wait another three minutes to access ON Demand, then please try to order a Movie and let me know if there are changes.
Eda > okay
Rochel > Thank you
Eda > I still am not able to get On Demand access to TV networks that I am subscribed to live. I have had this same issue since I got service Last month. I am subscribed to these channels on live tv but cannot get them On Demand. I have contacted help several times and they say they are working on it. I dont feel I am getting all the services that I am paying for. I should not recieve the ERR 36895 code for any TV networks I can access live. I have read posts from Comcast help forums and they all seem to indicate that this has been a problem for customer since last year and they have never gotten resolution. After a year I would think this item would have been resolved by now. Rochel > Thank you for checking and for the feedback, Eda. I understand, how frustrating it is, since that this is an ongoing issue, will it be fine if we schedule a technician to check your cable box and On Demand?
Eda > Since I have had installation in June techs have been out to my home 3 times for various issues. It is not the equipment. It is On Demand Programming. You need to release subscription blocks. All the equipment was tested just last week when tech was out. This is an internal problem with Comcast Code programming. Unblock the On Demand ERR-36895. I dont need a subrscription for channels I can get live.It is on the programming end - not the equipment.
Rochel > If I may ask Eda, have you alreayd tried to change your cable box?
Eda > I had the original cable box. Tech checked it last week when he activated DTA's on site. He said all equipment was working properly. His name was Tony. He said that if there is a problem on Demand it comes through the programming that is sent to the box from Comcast. I feel this is a stall tactic at this point. I may have to rethink Comcast as my service provider. I shouldnt have the same problem over and over with the same lack of resolution.
Eda > This is the post I mentioned from a year ago from another comcast customer about the same problem.
Eda > This is the post I referenced earlier in the chat. I am having this same problem.
err-36895 Subscription Required? . Options . . .. 05-04-201102:42 PM Sorry for posting to someone else's thread before.. I am having trouble accessing VOD and receive the err-36895 subscription is required. I am on the Digital Preferred Package and receive the channels in real-time but VOD does not seem to allow this. I have worked with Comcast Tech Support and they have reset my box several times but to no avail. They seem to not understand the problem and are perplexed and that's as far as I can get. Are others having this problem as well?
Rochel > That is fine, I understand
Rochel > I just created a ticket and send to our technical team, regarding on this issue, thiw will take 24 to 72 hour. Rochel > hours*
Eda > This is the same response I had last time I tried to resolve this. Does the Comcast Guarantee apply to this as well?
Rochel > I also send a strong signal to your cable box, please try or check your On Demand from time to time, usually with the signal that I send, it will take 30 to 45 minutes and it should work.
Eda > I will do so.
Rochel > Please take note also of this ticket number CR293484161 for reference.
Rochel > Thank you for waiting.
Rochel > I have escalated a ticket on my end. This is our resolution at this point in time and no additional steps are needed as our higher fix department will review your concern for 24-72 hours.
Rochel > Do you have any more questions or concerns? I'll be happy to assist you more, Eda.
Eda > No
