Video On Demand

[agiralt]

I am an Xfinity TV subscriber, but entering my login on the new Xfinity app for Xbox 360 gives me error "Code 807." It states: "Setup Error: We were unable to activate XFINITY TV on Xbox 360. This service requires XFINITY TV. You can sign up for XFINITY TV by contacting us at 1-800-XFINITY."

[ComcastJoe]

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agiralt wrote:

I am an Xfinity TV subscriber, but entering my login on the new Xfinity app for Xbox 360 gives me error "Code 807." It states: "Setup Error: We were unable to activate XFINITY TV on Xbox 360. This service requires XFINITY TV. You can sign up for XFINITY TV by contacting us at 1-800-XFINITY."

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You must be subscribed to both Xfinity Internet and Xfinity Digital Video service. Please sign up for Digital Video service by calling 1-800-Xfinity or by going here to learn more:

https://www.comcast.com/localization/localize.cspx?Referer=%2fshop%2fbuyflow2%2fproducts.cspx%3fSour...

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

[agiralt]

I am a subscriber to both Xfinity Internet and Xfinity TV. I use the Xfinity app on my iPhone and iPad without issue, and I also use the Xfinity website to stream. I am only having problems with the new Xfinity app for Xbox 360.

[agiralt]

Tried again and now it says "Error902 resource key not found." Seems like the app is just busted.

[ComcastJoe]

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agiralt wrote:

Tried again and now it says "Error902 resource key not found." Seems like the app is just busted.

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Please call our specialists at 1-877-599-1846 and they will be able to further assist you.

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

[Pantheras]

Seems like Comcast dropped the ball here, I am having issues too.

[dsilva29445]

You don't have my tv do you.  It looks like it is not eligable with my tv.

[alliedcvil]

Me too! I've got the Comcast Triple Play and called both support numbers and each person told me that I have to wait 24-72 hours for an answer. Awesome... thanks Comcast! First no HBOGo now this...

[gothaggis]

I too am getting the error code 807 - yet I have both comcast internet and tv - I use a cable card in my tv instead of a cable box - so I was looking forward to finally getting On Demand.......what a mistake that was.  It does appear their service is overloaded, as before this error it was telling me setup timed out over and over.

[Kabong]

Same error here. Able to access Xfinity on iPad but when I load that app it says "Not able to locate any cable boxes". Not surprising since I'm using two Tivo's with Cablecards. Is this 807 error related to accounts that have Cablecards instead of leased boxes?

I also called the number above (877-599-1846), waited 45 minutes on hold to talk to someone, they took my account information to verify that I was the account holder and then I was disconnected and they have not tried to call back.

[gothaggis]

I bet it's related to the cable card. Hope they get it working, by federal law they need to offer the service to cable card owners as well.

[agiralt]

I also have a Cablecard and Tivo, so that would explain it.

[ComcastJoe]

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gothaggis wrote:
I bet it's related to the cable card. Hope they get it working, by federal law they need to offer the service to cable card owners as well.

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I am sorry but Cablecards are not compatible with the Xfinity TV App for Xbox 360. One of the requirements is that you must have Xfinity TV with On Demand to be compatible with the Xfinity TV App for Xbox 360.

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

[agiralt]

Joe, so can you explain why Comcast's own FAQ says otherwise? A Tivo is a "CableCARD-enabled retail device," is it not? From http://xbox.comcast.net/faqs.html

• Q: Does a customer need to have a Comcast cable box connected to the TV, along with the Xbox 360?
• A: No, but the customer does need to have a cable box or CableCARD-enabled retail device connected to at least one TV in the house. This means, for example, an XFINITY Digital customer could access XFINITY On Demand content from the Xbox 360 in their rec room, as long as they have a cable box or retail CableCARD device in another room of the house, such as the living room. This is the first time that customers will be able to watch Comcast’s On Demand service via a gaming console

[jankm]

When I called yesterday they confirmed that cablecards were ok, but they had to turn on On Demand for my account. Now, that still didn't work and I'm getting the same error. A ticket was created yesterday and I was told I'd get a call today telling me that everything is fixed.

[agiralt]

The original answer listed above was  removed from the Xfinity Xbox FAQ without explanation after I pointed it out. However, the modified answer still states that a CableCARD-compatible device (like a Tivo) should be adequate for the Xbox app to work.

• Q: Do I need the Comcast set top box connected to the TV along with the Xbox 360?
• A: No, the Xbox 360 running our XFINITY TV App essentially acts as an additional cable box for your existing cable service, but you must subscribe to XFINITY TV with On Demand, which means that you will have a Comcast set top box or Cable Card connected to at least one TV in your home.

Unfortunately, I'm still getting the error "Code 807" and a message incorrectly suggesting I don't subscribe to Xfinity TV.

[boakley]

I have gotten 3 different stories from 3 different support techs on why Xfinity on Xbox does not work. Now I am being told that Xfinity on Xbox is not available to customer who use cableCARDs. Anyone have any insight on this?

[rcaryl]

I call BS, on the site for the requirements it says or CableCard device!

• Q: Do I need the Comcast set top box connected to the TV along with the Xbox 360?
• A: No, the Xbox 360 running our XFINITY TV App essentially acts as an additional cable box for your existing cable service, but you must subscribe to XFINITY TV with On Demand, which means that you will have a Comcast set top box or Cable Card connected to at least one TV in your home.

http://xbox.comcast.net/faqs.html

[ComcastJoe]

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rcaryl wrote:

I call BS, on the site for the requirements it says or CableCard device!

• Q: Do I need the Comcast set top box connected to the TV along with the Xbox 360?
• A: No, the Xbox 360 running our XFINITY TV App essentially acts as an additional cable box for your existing cable service, but you must subscribe to XFINITY TV with On Demand, which means that you will have a Comcast set top box or Cable Card connected to at least one TV in your home.

http://xbox.comcast.net/faqs.html

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Let me further investigate. I will update you when I learn more.

Sorry for the confusion,

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

[LunaStarr]

it would seem the FAQ on the website is wrong. you can't use this if you only have a tivo. they said they were going to change that on the page.

[acf5059]

What, exactly, is the point of having On Demand on the XBox if in order to access it you already have to have a device capable of using On Demand? Seems silly.

The only way you can use this rented Honda Accord is if you already own a Honda Accord.

[RaifeBlakeVtM]

After almost 45 minutes with five different technicians, I was told that I had to have a specific service for Xfinity for Xbox added into my account (at no charge). They didn't mention anything about TiVo service and they did not even ask if I had a cable box or TiVo box for my service. They said once they updated my account with the Xfinity for Xbox listed that I would just need to keep trying to sign in periodically until it logged in.

[cjett]

Just tried to install with the same 807 error. Support seemed to know about the cable card problem. When I pressed for a rationale for why it did not work I was told it was a new service and that it would be fixed. I was then told it was being escalated. I guess we'll see... Comcast is such a mess I have little faith for a reasonable outcome.

[bradbenson45]

I'm in the same boat. Xfinity Internet + Xfinity Digital Cable + Cable Card = Error Code 807. So far support was no help. Hopefully they sort this out in a few days. The FCC mandate for cable card support is a joke. Comcast always finds some way to screw you if you don't pay to rent their crappy equipment. Now instead of not paying to rent a box you get like a $2 discount on your service if you use a cable card. It used to cost like $6 to $15 or something for a cable box, but not having one now just saves $2.  It's just another way for them to squeeze you for evey penny they can, then deny you the service you pay over $150 a month for. 

[C0rk]

Despite logging in w/ my correct Comcast Information AND having Comcast Xfinity TV, I'm told that...

"We were unable to activate XFINITY TV on your XBOX 360. This Service requires XFINITY TV. You can sign up for XFINITY TV by contacting us at 1-800-XFINITY.

Code 807

... My bill includes a line item for XFINITY TV each month, so I'm not sure why I am recieving this error and unable to access content. Please help!

[David-S]

Same here. 2x CableCards, Internet.  error 807.  No issues with streaming from the xfinity site or ipad app.  This is clearly an implementation error.  Is product Dev looking into this yet? 

[tmw7623]

TiVo user here having the same 807 error issue.

[soulchilde]

After spenging 45 mins on the phone with a technician he basically confirmed since I have a cable card with a tivo I am not able to use the app.  So no HBO GO or Xfinity App.

Comcast has me for another year

[ComcastJoe]

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soulchilde wrote:

After spenging 45 mins on the phone with a technician he basically confirmed since I have a cable card with a tivo I am not able to use the app.  So no HBO GO or Xfinity App.

Comcast has me for another year

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If you are a Cablecard/Tivo user, please call XBOX dedicated support line at 1-877-599-1846 for further assistance.

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

[boakley]

Been there, done that.  They will only tell you that it does not work, but it will be fixed, however we have no idea when.

[pj721]

I am having the same issue, Xfinity App for Xbox not working since all I have is a cable card.  I just spoke with a support supervisor at Comcast, and we agreed it is reasonable for them to give me a set-top box without charge until the Xfinity app works correctly for cable card users.

PJ

[Sudrin]

The official word from @comcastbill and @comcastwill is that at least one set top box is required for it to work

[David-S]

Joe,

What exactly are the magic words needed to get "further assistance"?  There seems to be disconnect between what you know and what they know.

[rcaryl]

That is unacceptable to me. I've avoided their set top boxes since I've been a customer and have waited for this application for years! They shouldn't have launched without it working on their specifications! I would rather wait than have a set top box on my account, even if its "free."

[David-S]

I agree, not having a set top box is 99.9 % of the point of the xbox app.

[jankm]

To update, I received a voicemail last night around 9:30 telling me that it was fixed. The messaged told me if it didn't let me login to re-download the app on my XBox and then it would work.

I'm shocked, but that's exactly what happened. I just got home and my first login gave me the 807 error. I deleted the app and downloaded again, attempted another login, and it authenticated me and the app works fine now. Also re-downloaded the app on my other XBox and that's working too.

To recap: I have a Tivo Premiere with Cablecard, and that's it. I don't have any Comcast boxes. I spent about 2 hours on the phone with them on Tuesday making sure I had the right level of service and then they turned on On Demand on my account. Took a few days after that, but I'm glad it's finally working and can move on to complaining that I don't get all the content HBO Go offers.

[Sudrin]

Thanks for this update. I'll try your steps tonight when I get home.

[boakley]

Wow...it works!  I too only have a TiVo Premier with no Comcast set top box.  After Comcast called with a pre-recorded message to state it was working, I attempted to log in and received the 807 error.  Then, per jankm's recommedation above, I uninstalled the Xfinity app and reinstalled it. Everything is not working great!

*Edited to fix my typos...I was too excited to type since it is actually working.

[rcaryl]

I'm glad that worked for you! It didn't work for me.

[StringF]

Well I too have the same error 807 and called the Xfinity 360 support phone number and was told I had to have a settop box to use this app. I emailed this forum to one of their techs and hopefully someone will officially confirm what needs to be done to make this app work for people with only cable cards. It appears some people have been successful in talking to the right people to get this app to work.

I have 2 TiVos (with cablecards) and no settop box. It just amazes me that anything that relates to a cable card causes so many issues or just doesn't work.

[bradbenson45]

Tried again today and still not working. I get error 999 then when I retry I get 807. I uninstalled the app before trying again but had the same result. I guess I'll have fun spending all evening on there help line.

[bradbenson45]

Also, does anyone else think it's pretty lame when the phone line always says they have higher than normal call volume? If it's always higher than normal then that's the normal.

[soulchilde]

Still not working for me... on the phone with support now

-Brian just advised it was escalated.  Allow  72 business hour

[bradbenson45]

I'm on with person number 4 now. They've been playing hot potato with me for 45 minutes or more.

[bradbenson45]

Finally got the right guy on the phone who could go into my account and fix the problem. It's some issue with the way our account is configured in the system, so if you can get the right people with the right access on the phone they can fix it. From the sounds of it though unless you call support it's not going to just start to magically work.

[rcaryl]

I was told the same thing. I wish they would assign everyone with a CableCard a generic set top box so they could allow us to use it, that way we won't have to pay for it, or hook it up ever.

[cjett]

Any details on who you spoke to or what the proper configuration is? I'm on call number 3... None are willing to do anything except to say someone will call me back in 72 hours.

[Sudrin]

If anyone has the magic words to say, they would be much appreciated!

[bradbenson45]

He gave me his name but I totally forgot it instantly. You have to be persistant , not out right rude but let them know you're at the end of your rope. There's some smart people there that know what they're doing but you have to deal with a lot of other gate keepers to get to them. Just don't take no for an answer. It can be fixed so they need to help you fix it. It's not our fault their tech support doesn't know anything off script.

[boakley]

As I posted earlier, mine is working now and I only have a TiVo Premier/cableCARD with no STB.

If this helps, I spoke to a female on 3/27, sorry I don't remember name but she was very helpful. I got her at the 877-599-1846 number.  She verified that I had the correct services (Xfinitiy TV and Internet) but said that the "code was not on my modem". She added a "code" to my account (if was not a firmware update) then had me reboot the modem. Then, after todays "fix" on Comcast's side, after uninstalling and reinstalling the Xfinity app, everything is working. 

I suspect that there is something to this "code" that needs to be added to the modem and may be worth asking.  I wish I could help more because I know how frustrating this is....good luck!

Not sure if it is OK to do this but....my escalation ticket number was CR282567417 and since mine is working, maybe a tech can refer to it since the issue is identical (Error 807) and see what was done to fix it.