Video On Demand

[acj405]

I contacted support via chat several weeks ago because I was receiving the SRM-8001 error code when I was trying to watch a movie that I had purchased. Since the instructions said to unplug/plug in the box to see if that solved the problem, my movie started over from the very beginning. It took me 15 minutes or so each time to fast forward to where I left off. I eventually gave up after about the fourth try and chatted with support. She said she can credit my account...and I guess that's where it was left.

This week, I started receiving the error again when I was watching a free show on a premium channel. It happened four times l ast night alone. I eventually stopped the unplug option and gave up on the whole thing.

First of all, this error is not new (search the boards). Secondly, I reported the error several weeks ago but giving a customer credit is a decent answer so it doesn't need to be escalated (??). Lastly, I just wrote a $172 check this month to Comcast which includes additional charges for OnDemand and the premium channel that I attempted to watch last night (and several weeks ago...) yet the error is keeping me from using those channels for the full amount that I pay each month.

Can someone please provide an update on a fix for this? If it's in progress, what is the scheduled delivery date for the fix? Sending a service tech out is just like crediting my account...it's a temp fix with no follow through and permanent fix. Posts date back to 2007 for this issue so some poor soul is going to pay out the ying yang and eventually post here in 2016 if the pattern continues...

I will be calling customer service to discuss the billing side of this but I wanted to post it on this board to cover my you-know-what in writing but I also hope that a support professional will respond with more information about a fix for this.

Thanks,

Your Customer

PS. When I searched for this issue on the forum, I found 3 different answers to fix the problem...so it's not fixed and no definitive cause has been determined - so any answer is being communicated to your customers. That doesn't make sense to me.

[JayInAlg]

The Comcast Cares Team has been notified and will contact the local group to follow up and get it fixed.

Watch this post and your email for updates from the team during the business week.

[rog286713]

Video on Demand - SRM-8001         

Re-enter On Demand. Select ANY SD movie from the selection of free SD movies. Play that movie only until you get past the promo stuff and the actual movie begins.
Immediately hit Stop to exit that movie. You will end up in the On Demand Saved Shows screen showing partially viewed movies still available for viewing. Your SD movie will be there AND YOUR HD MOVIE AS WELL. Select the HD movie and Resume playback. It will work!
When the HD movie finishes you will find the HD movie and the SD movie still on the On Demand Saved Shows screen. To delete the HD movie from this list you must FIRST delete the SD movie you used above to get around the SRM-8001 error.

[acj405]

I don't understand. I wasn't watching a HD movie when this happened so how is a HD movie listed in my saved shows? I wasn't watching a movie at all...I was watching a series. This also sounds like a temporary fix. I need Comcast to provide a delivery date for a permanent fix instead of asking their customers to jump through hoops for issues that they should own.

[ComcastKeisha]

acj405--

Sorry for the inconvenience. SRM-8001 is a tuning error. Usually exiting the menu and unplugging your cable box will resolve. Seeing you have already taken these steps, we may need to schedule a technician out to your home to check the box, wires and all our equipment to find the root of the problem. I have reinitialized your cable box. Please unplug it from the wall and wait  for 5 minutes.

I have also escalated this issue as well and will have someone from your local market follow up with you soon to address your concerns and resolve your issues.

[monkeyparts]

ComcastKeisha,

I am getting the same error.  The OnDemand menu comes up fine, I can pick a program/movie, but I get a task bar on the bottom of the screen, and just black.  Eventually, it exits OnDemand on it's own.   One other twist.  It does pretty much the same thing when I try to view online.  I was thinking it was a billing department restriction, but was told no.   If you have any thoughts, I would appreciate it.  I do have a tech scheduled for next week though.

Thanks- Dave.

[rlspiker3]

We are experiencing the same error, and we purchased to watch a movie tonight, it took several unplugs, cable disconnect, a call to India, and wait 30 minutes, well this is not helping with a hard decision on keeping the high monthly premium with Comcast, or using a digital antenna and renting shows that work when we want. This is really unaacceptable.

[Libs101]

tuning error my but. this happens to me every time i watch ondemand during peak prime time hours, on both my tv and internet. Its LAG, comcast is not pushing data fast enuf during high costumer usage period. you paying for it, but you have to share bandwidth with your neighborhood.

[Sassyfish73]

SRM-8001 Error I get EVERY time I watch on Demand. Now since this is a show that's not going to be available for long how are you going to "credit" me for this problem. It's an ongoing problem - I have to power off and often restart a show I've almost finished; please don't tell me this is a peak hour time - it's 1:49 PM on a Thursday - NOT a peak hour - not a tuning error - just a random Comcast error. FIX IT!

[Riverton]

I've got the exact same problem. I've been on hold waiting to speak to someone from Comcast now for 15 minutes. I noticed that if I go to the saved shows screen and try to start the selection from there it works. This is definately a very frustrating problem. It's been an issue for us for the last week or so.

[garryreeves]

i am receiving this error all of a sudden. i was watching some shows on demand but when trying to watch another there is now no picture. what's going on?

[Pittbhm]

It is BEYOND annoying..

It's happening all the time. Sometimes after trying it again and again it will go through, sometimes not.  It is really poor service if Xfinity can't fix this after so many people reporting it for so many months/years.

I am not planning on changing service, but if I were to do it in the future, this would be the reason.  The least I would like to do is watch a TV show on demand that is supposed to be there and free.

(and NO, unplugging and replugging makes no difference)