Video On Demand

[bradbenson45]

I can confirm the need to reboot my modem as well.

[tjeannier]

Was on hold for 35 minutes and got dropped, on hold again.

1 tivo premiere elite and 1 tivo HD. No set top box's code 807! go figure!

[Mononoke]

Pretty outrageous that you have to upgrade to a much more expensive cable package to get this.

[tjeannier]

They keep saying they are fixing it and then put me hold and then...........you guessed it disconnect me!

This is so much fun I can hardly stand it.........maybe I can get a large rock and drop it on my foot that sounds like it might be more fun....... as I wait on hold once more.......

[David-S]

Just called in and am up and running.  As no settop box needed.  Stay calm and politely explain that you saw in their help forums "while I was on hold" :olite jab::  After I explained what I read here and that it can be fixed and does work, he asked his floor manager and confirmed. They will add "a code" to your account and change the boot file on your modem.  They reset the modem remotely, and after I logged back into xbox live, the xfinitytv xbox app works great. 

Now just to wait for more content to be added, its seriously lacking.  One battle sovled tonight anyway.

Good Luck!

[tjeannier]

Yes mine started working while I was on hold, I guess they worked on it after disconnecting me 3 times.

So this time I disconnected them!!!

[rcaryl]

I was unsuccessfull at calling again. I gave them the ticket number the other user was so kind to leave, and she was not able to use anything from it to help me. She wanted to transfer me to "signature support" which I hear is the equivalent of having someone come to your house to set up services (wireless routers) and you have to pay for it.

So, she said if we had more information on this "code" that was added to your modems, she might be able to add the "code" to mine.

Any more information you might be able to pull from your brains? I'm pretty sure you gave us all the details you have, but... I'm pulling at straws here.

Thanks!

[tjeannier]

Just tell them it is for the 807 code, they have received thousands of phone call, they are aware of the problem they need to add your xbox to your account and can fix it if they don't diconnect you first.

[David-S]

I don't know exactly what the code is, but its what provisions the account for on-demand access. I was then told he needed to change my boot file.  Once that was done, he could refresh his screen and find out if it took or not.  The first time did not take, so he sent a reset to my modem.  I was able to confirm this by watching the modem lights. I believe most of the info on the comcast end was from the floor manager, once he got the info he needed things went quickly.  I'm sure its just a matter of getting someone motivated enough to find out what he/she doesn't know.  The rep I spoke with had mostly no idea what a cablecard is, just asked "is it like whats in a tivo?".  "Why, Yes!  Its exactly like that!"

[cjett]

I gave up after 6 times. 4 of the 6 refused to talk to me since it had been "escalated". One was extremely snippy and simply hung up on me when I refused to let her hang up without solving the problem or finding someone to solve it. Comcast is broken in so many ways... This is just one more example. If there is a known fix, what kind of backwater call center/help desk mgmt system does this company run where it's employees are not made aware immediately? The joy of being held hostage to Comcast in Philly.

[gothaggis]

it is now working for me as well!

this is what I did..I called that number that was listed here and told them the situation...they told me I needed to have a cable box as cable cards were not compatible.  I said "please refer to the FAQ for the xbox infiity app, it specifically says cablecards are ok" - she pulled up the FAQ and was surprised that it said it did...she then said that she needed to add "the xbox code" to my account - she did that, my modem rebooted...and now the app works!!

just be patient, be nice and if all else fails, refer them to this thread

[ComcastJoe]

---

gothaggis wrote:

it is now working for me as well!

this is what I did..I called that number that was listed here and told them the situation...they told me I needed to have a cable box as cable cards were not compatible.  I said "please refer to the FAQ for the xbox infiity app, it specifically says cablecards are ok" - she pulled up the FAQ and was surprised that it said it did...she then said that she needed to add "the xbox code" to my account - she did that, my modem rebooted...and now the app works!!

just be patient, be nice and if all else fails, refer them to this thread

---

If you are still getting the 807 error and meet ALL the requirements, please let me know.

I will create a ticket for you and give you a CR ticket number just like boakley posted.

Thank you for your patience and feedback,

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

[rcaryl]

@Joe I already have a CR... But no one knows of this "code" is it possible for you to take a look at the CR I have and add this code?!

[soulchilde]

I meet the requirements and I am still having this issue

[ComcastJoe]

Both of you already have tickets open that are being worked on by our team. I was referring to people who have not opened a ticket yet. Your issues should be resolved shortly. I will update you when I learn more.

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

[Sudrin]

I meet all the requirements and am still having the issue. (Also tweeting this to you). Please help!

[Kabong]

I am still having a problem with this and meet the requirements. That said, I just tried again and instead of Error 807 I am now getting "Setup Error: Error1 resource key not found: Code 1"

edit: nevermind, tried again and now back to 807.

[rpmrizing228]

Hello, I also meet the requirements and am still receiving the 807 error.

I simply have a cable card installed in a single TV.

[DBjorne]

Hello,

I am having the 807 error problem with the XBox 360 Xfinity app.  I don't have a cable box, but do have a TiVo with 2 CableCards.  I am subscribed to Xfinity TV and Internet.

Thanks.

[ComcastJoe]

---

DBjorne wrote:

Hello,

I am having the 807 error problem with the XBox 360 Xfinity app.  I don't have a cable box, but do have a TiVo with 2 CableCards.  I am subscribed to Xfinity TV and Internet.

Thanks.

---

At the current time, Cablecards are not supported but will be eligible soon. This fix that are team is working on should resolve all the issues that cablecard customers are having.

I am sorry for the inconvenience I have caused and will update this thread when I learn more.

Thank you for your patience,

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

[Sudrin]

ComcastJoe, we will hold you to that!

I am tired of feeling like every time there is a shining ray of hope, it gets covered by a little black rain cloud.

[billd89]

I just called this number seeking the specialists and it says the number is no longer in service due to telephone company problems. Nice

[ysl425]

I meet the requirements and am receiving the error.  Please create a CR ticket for me.  Thanks in advance.

[tmeekins]

I have high speed internet and cable through comcast plus a tivo/cablecard combo. Would much appreciate getting activated.

Thanks.

[Nereidum]

I also have Xfinity TV and Internet, no cable box but an HDHomeRun Prime with a CableCARD, and error 807.  Please create a ticket for me, as well.

For that matter, it'd also be nice if someone could look into why several channels that your website claims I should be getting just give me a "Subscription Required" error (off the top of my head, Science HD and ESPN U HD both give me this, but they're both listed as part of my subscription package).

Thanks.

[dsilva29445]

Cable cards work just fine.  I have 1 and only two dta boxes which means no On Demand for me.  As of yesterday, I got on with no problems.  I am watching it right now.

[TacoCard]

Joe - I meet the requirements, get the 807 error, and have the problem. Could you please open a ticket for me to get this resolved?

Thanks!

[s2ktaxi]

Have not called in but have the 807 problem - please let me know when I'm set up Thanks.

[pburb]

Comcast Joe,

I am receiving the 807 and meet the requirements. Yesterday I was dupped in to buying the TV service which I was told would be added to my account instantaneously.  I am still receiving the error even after reinstalling the Xfinity application. 

I called the Xfinity XBOX support number (1-877-599-1846) which I was told that they have updated my support case and will forward it to tier two. I was not given a case number when I requested it. 

Can you please look in to this for me? 

Thanks for your time and assistance!

[bradbenson45]

---

Nereidum wrote:

I also have Xfinity TV and Internet, no cable box but an HDHomeRun Prime with a CableCARD, and error 807.  Please create a ticket for me, as well.

For that matter, it'd also be nice if someone could look into why several channels that your website claims I should be getting just give me a "Subscription Required" error (off the top of my head, Science HD and ESPN U HD both give me this, but they're both listed as part of my subscription package).

Thanks.

---

I had the same problem with my premium channels on a few different occasions. Once when I had to replace a bad Tivo and again when I switched to using the ceton card in a PC. For me it was because I put my cable card in a new device and needed to have Comcast pair the device again. Each time took a very lengthy phone call though. The tech usually just wants to send a signal to your device but the problem is, if they don't update all the data for your cable card it won't work. One of the numbers (HostID maybe) changes when you put the card in a new device. Eventually if you get a tech with high enough security rights that knows something about cable cards, they will update all the info for your card and then resend the signal. If the tech only asks for one number then they aren't updating everything. From what I got from the guy I talked to most of the first tier techs can't even see the screen to enter all the cable card info. After that all my channels worked fine.

[billd89]

Still not working for me. I am typing this message at this very moment using Internet provided by xfinity yet I am still getting a code 808'telling me I need xfinity Internet. Needless to say its getting aggravating, especially after I got disconnected from your customer service 3 times yesterday. Why is this such an issue, why are so many people having so many different types of problems. Pleas escalade me or whatever needs to be done, it's rather ridiculous that even when I've sought help I can't even get it because every time I'm put on hold the line goes dead. I've restarted my modem, have all the required services, don't have a cable card whatever that is, I have a DVR capable Comcast box on 2 TVs in my house, am a residential customer with the triple play service.

[DrEVScott]

I hope this issue gets resolved quickly.  Its very disappointing this app/service would be released to the public half-baked, as appears to be the case.  A cablecard user with no STB would seem to be a very common type of customer that would use this application and one would think this should have been caught long before it was released to the public. 

For the record, I am experiencing this issue and have no desire to wait on hold when the consensus appears to be that the person I finally reach will have no knowledge of my issue(or won't be particularly helpful if they do know about it)

[ERamseth]

Any updates on this?

I also have the 807 problem when trying to set up
Xfinity on xbox with only a cablecard and modem on my connection. Called the support number twice and spoke to 2 separate people. Neither one was able to set up my connection to work. One person I spoke with told me I need at least 1 cable box of any kind on my connection. The other person set me up with a trouble ticket...

@ComcastJoe - is the overall fix for this close? If not, can you pull up my ticket number and get it fixed somehow?

[DanWolfe6]

I just called the XBOX suport number, and told my story.  Once I said that I had cable cards, he said they weren't supported.  I asked him kindly if he'd go ahead and add the "on demand" code to the account anyway and he did, which was a pleasant surprise.  Then without warning, my modem rebooted and voila!  On demand on XBOX.

Comcast did a good job and did me a favor when when they didn't have to.

Thanks!

[donk77]

I'm having the error also and need to call about it today.

I was definitely disappointed to get the code and then read through all these posts about the problems folks have had in getting this to work.  I'm hopeful that I have good luck with finding somebody that can make the necessary account adjustments so that I too will have this working with my CableCards!

[Sudrin]

With help from @ComcastWill on Twitter I was able to get this resolved.  They added a code (I assume the on demand) to my account and it worked. The only caveat was that for some reason they added it on Outlet 1 which was a cablecard and all the channels were erased for that device. So I lost all my premium channels. I had to call and get that resolved, but it IS working now.  They should have put it on the Outlet that was my cable modem. 

It IS working for me though with JUST cablecards and no Set top box.  I recommend pursuing it with @comcastWill

Edit: One additional thing. You must have a compatible modem (Via the supported modem page). If you have a sufficiently old enough modem it will apparently have to be replaced. I have a co-worker that was stymied by this step.  Just an additional FYI

[rcaryl]

I think I'm going to formally complain to the FCC about this... I'm fed up.

[ERamseth]

Every time I call they tell me I need to go to the local office and get a STB and have it hooked into my cable. This entirely defeats the reason I have a Cablecard. They've told me that I have the rate code on my modem and that this simply will not work if I only have a Cable Card. If this isn't resolved, I'll be switching to another provider (just had Comcast installed... Still within 30 window). Combine this b.s. with the blocking of HBO GO and frankly, it's more than I can deal with.

[rcaryl]

I finally recieved a call back on my first ticket that was supposed to be handled by Friday of last week.

It appears that the tech could not add the code to my account since my cable package was not the right package to add said code. He agreed that from my side and what my bill says it is right, but there wasn't much he could do but escalate the issue.

Apparently when I moved last year I was given a few promotional packages, and during the botched install job the tech did at my new house I had a few extra "shut up" services. This could have back fired and caused my problem.

We'll see!

[ERamseth]

@ComcastWill on twitter got it working for me too. My setup is 1 cablecard in an Hdhomerun prime streaming to one pc with wmc7 with an xbox as an extender. I also have a Motorola sb6121 docsis 0 modem. All equipment is mine (except the actual cablecard obviously), so I can confirm that subscriber-owned equipment is not a problem.

Whatever @ComcastWill is able to do should be shared with all techs and phone support, because it works.

[Dyltone]

I called support the night after the app came out. I was told it was a bug and would be fixed in a few days, but no one has contacted me back. Should I open a new ticket, I'm a cablecard user with TV and Internet through Comcast so I meet ALL the requirements.

[ERamseth]

@Dyltone: I know it's a pretty roundabout way to get support, and they ought to have rolled this fix out across the board (whatever the fix is), but contact @comcastwill on twitter. I have the same setup (cablecard, no STB with Xfinity TV and internet) and that guy was able to get mine working.

[twinpeaks]

You guys sound surprised that you're getting awful customer service.  My condo does not receive line-of-site to satellite; I have been trapped to Comcast for 6 years.

Horrible customer service is the norm.

I don't watch Showtime, but I pay for it because I dread having to call them.  I know I'll be irritated for hours as they put me on hold, ask me for my account number 5x, transfer me, re-validate me, then mess up what I asked for and make me call back the next day.

This has been going on for 6 years.  Comcast is quite literally the most incompetent company on the planet earth.

[dannydac5]

Hey Joe im having troble with the 807 an you open a ticket for me. 

Thank you

[ComcastJoe]

---

dannydac5 wrote:

Hey Joe im having troble with the 807 an you open a ticket for me. 

Thank you

---

Do you have a cable box with On Demand in your home? What type of cable package do you have?

---

twinpeaks: Are you getting an Error 807 on your Xbox?

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

[rcaryl]

I'm still waiting to hear on my "escalation" I fear there is no "solution" to this issue, only crappy set top boxes.

[ERamseth]

@twinpeaks: at the risk of sounding overly apologetic, the xfinity app was out for less than a month, and I have a relatively uncommon setup (customer owned modem, cablecard, no stb). My problem was fixed not too long after it was brought to light (I first started contacting Comcast about it on March 31 or April 1). I'd be willing to bet it's a problem that doesn't have a predefined step by step solution in their handbook. Not really dissatisfied at all with the customer service in this case, just odd that I had to contact a rep through twitter to get it taken care of.

@rcaryl: I'd really suggest contacting @comcastwill on

@comcastjoe: at the risk of telling you to ask a colleague for help, you should ask @comcastwill on twitter how it is he is fixing these problems and maybe escalate that to a standardized solution when people with cablecard setups are getting an error 807.

[rcaryl]

I despise twitter... I can't believe I have to use an unconvential method to get support.

[rcaryl]

@ERamSeth, against my better judgement I went the twitter route. @ComcastWill was able to get my Xfinity app working. The sad part is, I had to sign up for Twitter to get my Xfinity services working. Sad, but it works. you were right @ComcastWill is awesome.

Thank you for the tip, and I'm sorry I was hesitant to try this.