Video On Demand

[ComcastJoe]

---

themanuf wrote:

Hi Joe,

I have everything - digital, HD, DVR, all premium channels, and internet.

---

Our team is looking into your issue now. Someone will contact via phone within the next 72 hours. If they do not reach you, they will leave a message so please check your messages.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[undeadwife]

I sent you my number via private message because they didn't call me the first time and again this time its been 10 days and still no call, no messages, no missed calls even. My voicemail is set up so they could leave a message but no ones called. I've been answering all numbers I don't know as well.....

[a2ron]

Sounds like everyone is getting the same run-around as I've been for the past 7wks + ... I've had no less than 3 cases, all closed without Tier 2 support ever bothering to speak to me - they called once while I was in a meeting then closed the case saying it was fixed ... worst support I've ever experienced, including support from Comcast - and that's saying a lot!!

[svarnik]

I had Comcast call me and say they were removing the comcast ID attacthed to my xbox on 07-19, and that I would be able to use my app on my xbox by 07-20 in the evening.  I've tried logging in all weekend, and it still doesn't work.  Is there anything else I can do?

Svarnik

[bbBANNON]

Joe,

This is at least my 4th time messaging you via this forum.  I was contacted last Thursday or Friday and the technician said what I was finally waiting for, that they were going to remove the connection between my XBOX and the old account username I was using.  They told me I would be called the next day.

It's Monday, at least 4 days later, and I still can't sign into the Xfinity app and I never received the call back.

I'm to the point where my next call made will be to cancel Comcast.  Please help!

My Gamertag bbBANNON

[Gaury]

I am also having that problem too on my xbox 360

I am having a Code 905 issue whenever I am on the Xfinity App on Xbox 360.

Gamertag - derny365

This has happened since I have moved. May you please remove the link between this gamertag and the primary comcast account, ComcastJoe (gaury1180@comcast.net)?

I live on the Eastern side of the country

[ComcastJoe]

a2ron, svarnik, and bbBANNON:

You all have open tickets that our team is still working on. You should be contacted shortly.

Gaury:

Our team called you yesterday evening (7/23/12) and left a message for you telling you what steps you need to do next. 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[undeadwife]

---

ComcastJoe wrote:

a2ron, svarnik, and bbBANNON:

You all have open tickets that our team is still working on. You should be contacted shortly.

Gaury:

Our team called you yesterday evening (7/23/12) and left a message for you telling you what steps you need to do next. 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

---

So what about me???!! just completely skipping over all my posts to now?........

[ComcastJoe]

So what about me???!! just completely skipping over all my posts to now?........

---

Someone will reach out to you shortly at the number you sent me in a private message. Seems like they called the wrong number and it wasn't the number associated with your account. I am still looking into what happened.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[Lukek5446]

I'm having the same problem my gamer tag is NoisyBuffalo

[roroisme1]

I am getting the error 905, and the phone service is less the helpful. My gamertag is roroisme2009.

[ComcastJoe]

Lukek5446 & roroisme1,

Our team is looking into your issues now. Someone will contact via phone within the next 72 hours. If they do not reach you, they will leave a message so please check your messages.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[ClasSiK]

Same issue, ive already had a ticket opened. Has anyone found a solution ???? this is ridiculous, i pay hundreds of dollars every motnh for this service and ive been a loyal customer for 12 years. ive contacted Microsoft and they thorughly explained that the problem is on your end comcast! get a grip snd get this issue resolved.

[ClasSiK]

Alos, my gamertag is iK CLasSiK.

[maddenchamp]

Hi Joe,

I get the same error. My gamertag is Head_The_Legend. I think there is an old comcast account tied to it. How do I "untie" it?

thanks

[bbBANNON]

Joe, PLEASE HELP!!!!!!!!!!!!!!!!

My first case ever opened with this issue was almost 4 weeks ago! On Monday you said I had cases open and would be contacted.  It's Thursday night and STILL NO CALL OR RESOLUTION!?!? 

I WANT TO BE CALLED TOMORROW!  Please please please get with the appropriate personnel to ensure I receive a call and resolution tomorrow.

[nene901]

I have received this code since I started my service. 4 tickets later still no resolution.

[imbarkus]

I also have this issue.  I have opened a case a month ago which was elevated to Level 3, yet after the last call 2 weeks ago I have not heard back.  My issue persists.

Initially the app worked fine for me.  Then I moved.  In moving I upgraded my package to the HD everything with the Blast! internet speed.  In doing that, they swapped out the cable modem I was renting for a different one, that would facilitate my Blast! internet speeds.

I do believe the modem I am renting from Comcast is supported.  I believe that somewhere in Comcast database, gamertags are associated not only with Comcast account ID's but possible the Mac address of the cable modem used?  Just a theory but a good one as to why this would affect people after they move or change modems, specifically.

Well, if anyone here can advance my case, the number is CR291557060.  The gamertag is Imbarkus1.  Thanks.

[a2ron]

Seems like one of the commonalities is the move - mine's been inaccessible since I moved as well - 5 weeks and 3 cases (2 closed w/o contact) later ... and I've been waiting the last contact for over a week ... surprising that Xfinity can't even disconnect my device from my old acct # for me to TRY and see if that resolves the problem ... /sigh

[DSJordan]

Gamer tag Pyralis
Error code 905

[Hagwil]

Sure, let's add another to this long list who are getting this frustrating error. I uninstalled and reinstalled the app, reset my modem, I am using my original comcast.net login id, I tried using @comcast.net and the app didn't like that, so I just tried my username. Nothing. How frustrating!

[wookie104]

I am having the same issue. I moved about two months ago and am receiving this error when I try to login with my new account. My gamer tag is Tarmorg.

[bbBANNON]

STILL WAITING...........10 days after I was called by Comcast and TOLD what the problem is and that it would be fixed the next day......

THIS IS SO FRUSTRATING!

[wookie104]

On hold for 30 mins trying to get through to Comcast. Fun !

[wookie104]

After an Hour and 5 minutes finally got through to a rep (Cody). Who apparently is taking another 5 minutes to verify my account as I listen to laughter and giggling in the background.

 I mentioned to remove my link between my gamer tag and my old account and the rep  had me reset my cable modem and added Xfinity to app to my account supposedly. He refused to give me a ticket number and I am just hoping when I try later it works.

Horrible Service.

[a2ron]

1.5 weeks later and still no contact from anyone - despite calling in 3 separate times to highlight the urgency - still not working and still nobody working on the problem.....

[wookie104]

Got a call from a tech last night and they added the xbox to my account and updated some file on the cable modem and reset the cable modem. Still got the same 905 error and was told they had to escalate to their executive techs and I would receive another call.

After this I deleted my Xfinity App and redownloaded (now getting error 5 instead of 905). Another rep called me today to followup and after telling them it still did not work that they have to escalate it (which I thought was already done) and I would receive a call in the next 24-72 hours.

[jefejefe]

I cannot believe that I am STILL having problems with this.  I moved and since the moved the xbox app stopped working. I have called 4 times.  I have reinstalled the app.  I have reset the modem.  HOURS on the phone with Comcast.  NOBODY seems to know how to fix this 905 and it is very disappointing.  2 and 1/2 weeks and no real support - just a bunch of responses that it has been escalated, but then when I call there is no further work posted.  So disappointed... Comcast Joe PLEASE HELP!!!  xxxxxxxxxxx is my login name and beloshbelloq is my gamertag.

[ComcastJoe]

---

jefejefe wrote:

I cannot believe that I am STILL having problems with this.  I moved and since the moved the xbox app stopped working. I have called 4 times.  I have reinstalled the app.  I have reset the modem.  HOURS on the phone with Comcast.  NOBODY seems to know how to fix this 905 and it is very disappointing.  2 and 1/2 weeks and no real support - just a bunch of responses that it has been escalated, but then when I call there is no further work posted.  So disappointed... Comcast Joe PLEASE HELP!!!  xxxxxxxxxxx is my login name and beloshbelloq is my gamertag.

---

A ticket was created for you and our team is looking into this. You should receive a call shortly.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[bbBANNON]

AND WHERE IS MY CALL????

My tickets have been OPEN FOR A MONTH....and no one has contacted me since I last posted in here.  Do I need to start searching for company executives e-mail addresses and phone numbers and start requesting help from them?  

No problem, I'll stop wasting time with people who can't help me and will escalate this issue myself if my issue continues to be ignored.

[jefejefe]

I tried again tonight andit still doesn't work.  Also I have no call from the team. The last person I spoke with had a ticket open so this means what? You have closed that ticket and opened a new one? Whatever it takas to get it working. PLEASE!!!

[quincybanks131]

I am having the same problem after the 10th time calling finally got a hold to someone and was told that I have to upgrade my internet speed to 20 megs

[bbBANNON]

Quincy-

That's probably BS, that wouldn't affect the 905 error.  I was specifically told by a comcast employee on the phone that the issue is my gamertag is linked to another comcast account number and they need to remove it from the old account.

I work with databases, this should be such a simple fix.  Find the table containing my gamertag and remove it from the account it is linked to. Comcast employees have proven to be incompetent and useless.

[jefejefe]

I changed my gamer tag name to indyjefe and it still doesn't work. So there goes that theory. Waste of 8 bucks. Are you listening Comcast? That is how much I want to make this work. 

[nene901]

Can I please get a response? I have had 6 tickets & still no resolution. The person I just spoke with 2day told me that I won't be able to access the app until the previous renters pays their old bill. Really? So I can't use a service that I pay for because someone else owed an old bill? That seems silly & unfair, but he says that's why I'm getting this error since we have the same "cable lines". This is so unacceptable.

[wookie104]

Still waiting for my call that I was told on 7/31 would be in teh next 72 hours. It has now been 144 hours

[wookie104]

Uhg Hate comcast. I called them for the status of my ticket and I guess accidentally went to the wrong department and they just transfer me back into the option que (where you have to enter your account number, and choose 1 for TV, 2 for Internet).

Why not just transfer to the right dept instead of making your customers go through this annoying voice prompt.

They need to get rid of the whole press 1 to order this paper view event.

[a2ron]

This started early June and it was finally fixed this afternoon! It took a ridiculously long time but once I posted here things actually progressed. After a few days I was contacted by a nice rep "Terry" who confirmed that the issue was indeed one of the xbox being incorrectly associated to the old acct # I had prior to moving. Their IT team was apparently backed up so it took longer for them to get around to deleting and rebuilding the data in their db but as of today it's finally up and working.

A moronic series of events filled with absurdity - from the fact that nobody in Tier 1 can contact Tier 2 directly to Tier 1 seemingly oblivious to the actual resolution for this issue & making us repeatedly walk through steps we all know aren't going to work ... hopefully folks are able to find this thread and get ComcastJoe to escalate ... while not quick, it should at least end in resolution ... well, at least it did for me - Good Luck

[jefejefe]

THANK YOU!!! It is officially working as of today!

[bbBANNON]

35-45 days later and finally RESOLUTION!!! Thank you!

[wookie104]

Congrats. I am still waiting. Called Comcast and a tech said my ticket was still open and walked me through the same steps I've been through 5 times.

Told multiple tech's about this forum and my console being associated with an old account. They keep telling me that's not the case.

Guess I will keep waiting for a call back. Been almost two weeks since I called originally about my issue.

[imbarkus]

My problem is resolved as well.  The change in account number was the culprit, so it needed to be updated.  Consider the possibility that there are outside influences, that may have made implementing a fix for this much harder for Comcast.  I'm not sayin', I'm jus' sayin'.

[Akwhite23]

I have had this same problem for weeks now. i moved and had my service transfered and it has not worked since. i have been back and forth with comcast for almost a week. my email is xxxxxxxxx@comcast.net my gamer tag is akwhite2287.

The people on the phone have no clue about this. and i was supposed to get a call from engineering. nothing still.

I am on the phone with another guy saying he is pushing some code but im pretty sure its something we have tried.

[Gestoph]

We have had the same problem as well - waiting for three weeks now while we keep hearing from support reps who say - we are handing over to the next tier of support and so on.. with no resolution. Ours is almost certainly due to there being an older account associated with the console - and we left ALL the details (old acct number, new acct number, both email ids, our gamertag etc) with the phone rep who said she noted everything.

Still - no go. ComcastJoe - how can we get a resolution on this?

[BeaverGear]

Ok It's been 3 months. AND NOTHING. I had someone call, say they couldnt fix it and someone else would call back next day. that was a week ago. What is going on?

[BeaverGear]

So, the Tech level 1 people said theres no way of getting  hold of tech level 2, but said they would call me in 24 hours. Its been 10 days. And no way for me to get a hold of tech 2 on my own. Can someone please explain this to me?!?! I have had this issues since June 1. I think I have given it quite enough time to get resolved. Horrible customer service! Yet, we're expected to pay our bills on time. Something is wrong here...

[aaronfetty924]

Hey Joe I am gertting the same 905 error and my gamertag is aaronfetty. I moved recently so I am sure that I must be having the tied to an old account error like others

[wookie104]

Two weeks still waiting for my call back. When I call about my ticket it is still open and someone will call me back.

Might be time to switch carriers.

[ComcastJoe]

BeaverGear: I am so sorry for the lack of communication. I am trying to get someone to call you soon. In the meantime, make sure all payments and such are up to date. 

aaronfetty924: You have a ticket open already and someone called you today (8/13) and left a voicemail. Please check your messages.

wookie104: I am sorry no one has reached out to you. I have alerted the team and someone should reach out to you shortly.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[Gestoph]

ComcastJoe: Nothing for me yet? All I got since I asked was yet another message that this is something that a different tier would be dealing with and they would call me. But no actual action took place. It's been weeks and this still doesn't work