Video On Demand

[district]

Joe, I'm getting the 807 error and I have the requirements all fulfilled. Much like the others, if you could open a ticket for me, i'd greatly appreciate it.

[dannydac5]

Yes, I have the hd cable box with on demand, and i have the digital starter package.  

[smsingh1]

edit: wrong thread

[soulchilde]

This was finally fixed for me.  I called the 877 and the answering tech immediately updated my account with the correct code and reset my cable modem. 

So I would call 877-599-1846 to see if they can do the same for you

[acf5059]

I'm on the phone now with support at the 877 number above. The tech is very nice and aknowledged that this should work, but is currently a backend problem. She's trying to add the on demand code to my account but it is not allowing her, giving her another error. I was told that by having a ticket it flags the account for priority attention from the actual engineers. Whether this is true or not is subject to debate, of course, as this is Comcast tech support, but the lady is very nice and opening a ticket for me.

[navmi]

IT IS WORKING!!!!!

I called up customer support number - 877 599 1846 and they added *some* code to my account. The representative name was Keisha. She is very helpful.

Note: You need to speak to right representative. The other one just said - you need to change your modem to xbox compatible. Mine is Motorola SB6121 and this is the latest model.

IMPORTANT - Make sure you have your xfinity setup box turned on when activating through your XBox. This should work for many of us.

Good luck.

[vectorcatch]

So there was a post by Comcastwill on this thread that appears to have been removed, it gave his email address, does anyone have it still? How can I get this fixed? I have only cablecards and have called 3 times now. The 877 people have now twice simply read the error back to me and told me I have to call 1800xfinity, when I remind them I have both Internet and tv through Comcast already they don't seem to know what to do. They just say the 1800 number people will help me, when I call 1800xfinity they just transfer me to the Xbox department. Is twitter the only way I can get support on this? Can't wait until my local Comcast turns on the VOD with TiVo, that wil probably have the same issue.

[ComcastJoe]

---

vectorcatch wrote:
So there was a post by Comcastwill on this thread that appears to have been removed, it gave his email address, does anyone have it still? How can I get this fixed? I have only cablecards and have called 3 times now. The 877 people have now twice simply read the error back to me and told me I have to call 1800xfinity, when I remind them I have both Internet and tv through Comcast already they don't seem to know what to do. They just say the 1800 number people will help me, when I call 1800xfinity they just transfer me to the Xbox department. Is twitter the only way I can get support on this? Can't wait until my local Comcast turns on the VOD with TiVo, that wil probably have the same issue.

---

I have our team looking into this for you now. I will update you when I learn more.

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

[vectorcatch]

Thank you! Hopefully, it will get resolved now. (Is there a chance that the weekend reps don't have the same information as the weekday reps? Or is it just luck of the draw?

[jalefkowit]

I'd appreciate it if you could add me to the update list as well, Joe. I've been locked out of the 360 app with the 807 error since the day the app was released.  I've been told that I need to replace my cable modem (did that), have a magic code added to my account (did that too), neither fixed the problem.  My account should meet all the requirements.

I am a CableCard/Tivo user, but it sounds from this thread like there are others who can get into the app just fine without a set-top box.

I'm a little agog at the suggestion that the only way to get knowledgeable support is to go to Twitter. That's just... wow.

[tequilayuen]

Same issue as many here.  I've called twice now and they have added the "code" to my account (well, that is what they told me) and after several modem reboots, still get the error code 807.  Like others, I have cablecard/hdhomerun/media center pc.  The cablecard works great but just having issues with the Xbox app.  I do have my own modem (D-Link Docsis 2.0 model) but they said it shouldn't make a difference.  I do not have a ticket # (it was supposed to have been escalated) as I had to get off the phone in a hurry the last time I called (which was over a week ago).  I don't have time to spend on the phone so hoping to get some help/escalation here.  Thanks.

[ComcastJoe]

---

tequilayuen wrote:

Same issue as many here.  I've called twice now and they have added the "code" to my account (well, that is what they told me) and after several modem reboots, still get the error code 807.  Like others, I have cablecard/hdhomerun/media center pc.  The cablecard works great but just having issues with the Xbox app.  I do have my own modem (D-Link Docsis 2.0 model) but they said it shouldn't make a difference.  I do not have a ticket # (it was supposed to have been escalated) as I had to get off the phone in a hurry the last time I called (which was over a week ago).  I don't have time to spend on the phone so hoping to get some help/escalation here.  Thanks.

---

Our team is currenlty looking into your issue. I will update you when I learn more.

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

[tequilayuen]

Thanks Joe.  Appreciate your help on this (as I'm sure others do as well). 

[gharris012]

Could I get in on this too?

I have a cable card connected to an hdhomerun prime, and a netgear docsis 3.0 cable modem; no set-top box.

I tried calling the support number, but was told that I cannot use the XBOX app with my cable card.

I subscribe to both Xfinity TV (Digital Preferred) and Internet.

Thanks for any help!

--Glenn

[ComcastJoe]

---

gharris012 wrote:

Could I get in on this too?

I have a cable card connected to an hdhomerun prime, and a netgear docsis 3.0 cable modem; no set-top box.

I tried calling the support number, but was told that I cannot use the XBOX app with my cable card.

I subscribe to both Xfinity TV (Digital Preferred) and Internet.

Thanks for any help!

--Glenn

---

What did they tell you that you needed? 

Do you meet all the requirements that are stated here:

http://forums.comcast.com/t5/XfinityTV-Online-Help/Xbox-360-FAQ/td-p/1238627

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

[gharris012]

---

ComcastJoe wrote:

---

gharris012 wrote:

Could I get in on this too?

I have a cable card connected to an hdhomerun prime, and a netgear docsis 3.0 cable modem; no set-top box.

I tried calling the support number, but was told that I cannot use the XBOX app with my cable card.

I subscribe to both Xfinity TV (Digital Preferred) and Internet.

Thanks for any help!

--Glenn

---

What did they tell you that you needed? 

Do you meet all the requirements that are stated here:

http://forums.comcast.com/t5/XfinityTV-Online-Help/Xbox-360-FAQ/td-p/1238627

---

She said I would need a set-top box to use the Xbox Xfinity App.

I meet all the requirements but the STB, as I have a cable card.

Based on some of the other posts here, I should still be able to use it without a STB, correct?

[ComcastJoe]

---

gharris012 wrote:

---

ComcastJoe wrote:

---

gharris012 wrote:

Could I get in on this too?

I have a cable card connected to an hdhomerun prime, and a netgear docsis 3.0 cable modem; no set-top box.

I tried calling the support number, but was told that I cannot use the XBOX app with my cable card.

I subscribe to both Xfinity TV (Digital Preferred) and Internet.

Thanks for any help!

--Glenn

---

What did they tell you that you needed? 

Do you meet all the requirements that are stated here:

http://forums.comcast.com/t5/XfinityTV-Online-Help/Xbox-360-FAQ/td-p/1238627

---

She said I would need a set-top box to use the Xbox Xfinity App.

I meet all the requirements but the STB, as I have a cable card.

Based on some of the other posts here, I should still be able to use it without a STB, correct?

---

I am further looking into this for you. I will update you when I learn more.

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

[tequilayuen]

Joe, any updates on my issue or what the issue may be?  I apparently have the "code" on my account/modem but still getting error 807 as of last night. 

My config:

• Windows Media Center/HDHomerun Prime/CableCard
• Xfinity Digital Starter
• Xfinity Internet (25 down/5 up)
• D-Link DCM-202 Docsis 2.0 Cable Modem

Any update is appreciated as I meet all of the requirements. Thanks.

[jalefkowit]

Joe, if I'm reading that FAQ document you linked correctly, it sounds like CableCard users are supported only if they have at least one other TV on their account with a Comcast STB hooked up to it. In other words, if you only have one TV, and that TV is connected via CableCard, you can't use the XBox 360 service. Is that correct?

I ask because I'm not certain I'm reading it correctly -- there's a potential conflict between two of the sections that's confusing. The CableCard section says flatly that "customer's with cablecards are supported", which makes it sound like a one-TV-CableCard-only household should be supported.  But the section above it says "you must subscribe to XFINITY TV with On Demand, which means that you will have a Comcast set top box connected to at least one TV in your home," which wouldn't be the case if you were a CableCard user with only one TV.

[tequilayuen]

---

jalefkowit wrote:

Joe, if I'm reading that FAQ document you linked correctly, it sounds like CableCard users are supported only if they have at least one other TV on their account with a Comcast STB hooked up to it. In other words, if you only have one TV, and that TV is connected via CableCard, you can't use the XBox 360 service. Is that correct?

I ask because I'm not certain I'm reading it correctly -- there's a potential conflict between two of the sections that's confusing. The CableCard section says flatly that "customer's with cablecards are supported", which makes it sound like a one-TV-CableCard-only household should be supported.  But the section above it says "you must subscribe to XFINITY TV with On Demand, which means that you will have a Comcast set top box connected to at least one TV in your home," which wouldn't be the case if you were a CableCard user with only one TV.

---

ComcastJoe's post you linked to contradicts the official FAQ at http://xbox.comcast.net/faqs.html

It states:

• 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.

Joe, can you please clarify?  I'm going to be one unhappy camper if I have to have a set top box anywhere in my house when the FAQ has stated from day one that Digital Starter+/CableCard users are supported (without ST.

[grimm0ne]

same thing here, i've been calling every 3-4 days as i get the 30min run around.

I have the tripple play with 2 HD boxes etc etc... HBO GO works but not the Xfinity app...

Help!

[tequilayuen]

Good news is that I got a call back from a tech.  Bad news is that it is still not working and they are escalating to the engineering team (call back in the next 48 hours, hopefully).  I think my situation is a bit unique in that:

• I did have standard cable from Comcast but did not have a cable box or "On Demand" prior to getting my CableCard setup.
• I have a certified cable modem (D-Link DCM-202) but it's only certified as "1 star"

I'll post back any news/resolution for those interested that may still be having issues.

[DrEVScott]

Has there really been no progress made on this issue?  It was ridiculous that the app was released having this problem and how long has it been going on now?  A month or so?  I've been given suggestions ranging from calling the cable card support number, to calling microsoft(and Sony, wow), to having a signal sent to my cable cards.  From what we've read in this thread, this CAN be made to work, but the solution is not known by very many people, so everyone involved ends up pointing fingers at someone else and hilariously enough, the technicians tell me they work "as a team".  

I understand that the company line is that this is not supported, but the FAQ contradicts that and so does the fact that others have been able to get this working 

I fully agree with the sentiment expressed earlier in this thread about the support for On Demand on the TiVo units themselves, but I'm hesitant to hold my breath on that being implement properly at this point...

[bradbenson45]

It works, and if they tell you other wise they're wrong. I've been using it for a few weeks now. Unfortunately whatever they did to get my account working only worked on the first Xbox. I have a second box that I can't get the app working on but I'm dreading calling support again.

[jalefkowit]

Update from me: I broke down and created a Twitter account specifically to try and engage Comcast support via that channel. They were very nice and promised to get on the problem right away.

Which resulted in me getting a call each day for the next three days asking me to check if the app was working yet (it wasn't), followed by a call on the fourth day telling me that the app doesn't work with CableCard.

If that's the case, why did we go through the rigamarole of checking on all the previous days? What was the point, other than to waste my time?

At this point I'm less interested in the XFINITY app than I am in discovering how many ways Comcast can devise to frustrate me.

[sssikora]

Greetings,

Does anyone have any updated information on this? I, like many others here, have a digital preferred package and internet through Comcast but only a cablecard, no box. I have an Ipad and that app works fine along with being able to log into the website and us Xfinity like that. Tech support seems to be unable to help me saying it "won't work" despite others here saying that is does in fact work. They are also unable to give me a real reason as to WHY it doesn't work and most of what they say is just laughable.

Any help appreciated,

Scott

[grimm0ne]

no not really, but i went from error code 807 to 5 now (even waited 3 mins, deleted the app and reinstalled) still not working.

[dcabbott]

Joe,

I meet all the requirements, have a Tivo + cablecard, and am receiving the 807 error code.  I tried calling the indicated number, and was told to expect a response in 3 days.  That was a month ago, and I have not received a response and have no indication any support case was created.  The Xbox app still reports 807.

<editing out request to be added to support queue.  my problem is now solved.>

Thanks,

Darren

[dcabbott]

I tried calling again today.  I ended up calling twice and talking to a total of 7 people, but the Xfinity App is now working for me!  The breakthrough was when the fourth person told me I needed to have the rate code ITVOD added to my account.  I was able to give the fifth person that rate code, and two transfers later I reached someone who could add it.  

So for anyone still trying to get access, the magic words seem to be "rate code ITVOD".

[johnt50]

Yes!!!!!  I can confirm that rate code ITVOD works. 1(877)599-1846 will tell you this is known issue and they are working on it. Just tell them about the "rate code ITVOD". The guy on the line was polite and helpful. He put it in for me, but told me that he didn't think it will work because he didn't see anything uploaded to the modem. He said, in order to watch on demand on xbox 360, internet modem needs some kind of permission file and he said he didn't see it. He told they are working on it and doesn't have ETA for the fix. He said he already put the rate code and told me to try again a couple of days later. But, I tried it as soon as I hung up the phone and it works!

Thanks for the rate code info "dcabbott". Your info just saved me a couple of hours trying to get it to work.

[divxz]

I just called the support line and got the "not compatible at this time" line and was told I could go get a cable box. Do you know how infuriating it is to be told that? And also to be told that I don't pay for video on demand when I clearly do, I just had no way to access it until, this app launched. And I was also told that this doesn't work since cable cards are not two way. I knew that, but I didn't think that mattered from a technical perspective since the Xbox app is IP based, not RF (or so I thought). But I don not claim to be an RF engineer or network administrator. Anyway, can I get some help here? Thank you. -Patrick

[tequilayuen]

Well, I have to say that I'm very disappointed in Comcast support.

1. They never called me back in regards to the "escalated" ticket as they said they would.

2. When I finally had some time to call back, the guy tells me that the code only works for some people (which I technically believe since they say I have it....not sure if it is the ITVOD code but they say I have the "code" on my account).  He then tells me that the people it does work for, it's only temporary and then fails.  Not sure if I believe this part as I think we'd have many more users returning here to complain.

At any rate, the testing/communication chain within Comcast is horrible.  It states plainly in the FAQ that CableCards are supported without a cable box but Comcast Employees comments here on the forum contradict that as well as a range of (mis)information when calling the techs.  Then we find out that VOD needs to be "turned on" for us CableCard users but this seems to be somewhat hit and miss.  Who knows if the techs are even applying the correct code (now that we know the code is "ITVOD" we can at least ask that info).  The fact that the app would be released and apparently not tested in regards to CableCard users is atrocious.  You think it would be an "obvious" thing that the typical CableCard user does not have a cable box and thus does not have VOD turned on by default.  This should have been a chat/call slam dunk on the support side.  Makes no sense why it isn't but then we're dealing with Comcast here so.. 

[David-S]

I am in the same boat.  Got first Xbox working great, but getting error 807 when trying to activate the 2nd one.  Joe, any advice?

[coold8]

Hi there,

  I tried calling today to try and convince a rep to add the rate code mentioned above and I was told there is no way it will work at all.  Even after mentioning the multiple forum posts on this and the other post, I was still shot down.  ComcastJoe, can you assist?  Anyone know any tricks to trick the rep into adding the On-Demand rate code?

Thanks.

-Dave

[ComcastJoe]

David-S & coold8,

Can you please post your Xbox Live Gamertags?

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

[coold8]

Hi there Joe,

  I just went ahead and picked up a standard box and threw it up in my closet next to my cable modem (not hooked up to any TV).  Now my Xbox On Demand is working, so I'll just leave it be.  I only spent about 2 hours on the phone with comcast today getting the Xbox On Demand to work, and even though the Comcast store said this box was free, I strongly doubt it.  $3 for netflix, I guess it isn't that bad, and if I get charged I will file a claim with the FCC involving the whole cable card being the same thing.

  However, my HBO GO is not working.  I went ahead and called support, and they escalated it (ref no. 287318831), so hopefully that will be working soon, if you don't mind looking into it, it would be greatly appreciated.

Thanks.

-Dave

[David-S]

Joe,

Sent to you via private message.

Thanks,

David.

[ComcastJoe]

---

coold8 wrote:

Hi there Joe,

  I just went ahead and picked up a standard box and threw it up in my closet next to my cable modem (not hooked up to any TV).  Now my Xbox On Demand is working, so I'll just leave it be.  I only spent about 2 hours on the phone with comcast today getting the Xbox On Demand to work, and even though the Comcast store said this box was free, I strongly doubt it.  $3 for netflix, I guess it isn't that bad, and if I get charged I will file a claim with the FCC involving the whole cable card being the same thing.

  However, my HBO GO is not working.  I went ahead and called support, and they escalated it (ref no. 287318831), so hopefully that will be working soon, if you don't mind looking into it, it would be greatly appreciated.

Thanks.

-Dave

---

I can only really be a help with HBOGO if you can't sign in. What specific issues are you having with it the HBOGO app?

I am glad to hear that the Xfinity App is now working for you.

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

[ComcastJoe]

---

David-S wrote:

I am in the same boat.  Got first Xbox working great, but getting error 807 when trying to activate the 2nd one.  Joe, any advice?

---

Got your PM. Thank you

Our team is looking into your issue now. I will update you when I learn more.

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

[maddizzle178]

What they mean by cable card enabled device is the cable boxes being issued now use cable cards.

[jmfogel]

Joe,

I am receiving this error 807 also. I attempted to call in at least 5 different times to different numbers (local #, 800-XFINITY, and the other numbers listed in this thread). I was able to find some reps willing to help me, but mostly they just wanted to hand me off to somome else, or told me to call the manufacturer.

I have a similar setup to the users here. CableCards only, and Zoom 5341 modem.

One rep attempted to add the "new" on-demand code, but ended up deactivating one of my cablecards completely. That took 4 additional calls to fix, as it was REMOVED from my account. I'm certian this "change" will affect up my billing, which is already borked.

[ComcastJoe]

---

jmfogel wrote:

Joe,

I am receiving this error 807 also. I attempted to call in at least 5 different times to different numbers (local #, 800-XFINITY, and the other numbers listed in this thread). I was able to find some reps willing to help me, but mostly they just wanted to hand me off to somome else, or told me to call the manufacturer.

I have a similar setup to the users here. CableCards only, and Zoom 5341 modem.

One rep attempted to add the "new" on-demand code, but ended up deactivating one of my cablecards completely. That took 4 additional calls to fix, as it was REMOVED from my account. I'm certian this "change" will affect up my billing, which is already borked.

---

There is already a ticket open for you which our team is working on. I will update you when I learn more.

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

[David-S]

Joe,

Do you have any updates on this?  It seems the "codes" that were added to accounts originally have been backed out. I signed out of the xfinity app on one xbox to see if I could sign into the other and cannot sign back in to either without the error 807 again.

Thanks,

David.

[ComcastJoe]

---

David-S wrote:

Joe,

Do you have any updates on this?  It seems the "codes" that were added to accounts originally have been backed out. I signed out of the xfinity app on one xbox to see if I could sign into the other and cannot sign back in to either without the error 807 again.

Thanks,

David.

---

What is your Xbox Live Gamertag? Unlike when we first began troubleshooting your issue, we are collecting Gamertags now to better assist customers.

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

[David-S]

Sent via private message

Thanks,

David.

[bradbenson45]

Joe, I'm still working on my first Xbox but I'm scared to change anything for fear it will stop. My second Xbox will not let me login at all with error 807. I'm going to PM you my gamertag in hopes that you can help.

[ComcastJoe]

---

bradbenson45 wrote:

Joe, I'm still working on my first Xbox but I'm scared to change anything for fear it will stop. My second Xbox will not let me login at all with error 807. I'm going to PM you my gamertag in hopes that you can help.

---

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

[bradbenson45]

I went through support and got my first xbox working. At the time they had to add something to my modem and reboot it. Problem is it seems to have only fixed it for that xbox. My second xbox still gets the 807 code. You I guess I am stuck calling support yet again.

[bradbenson45]

Well I finally got an answer on why the second Xbox won't work. I guess Comcast could never imagine someone having more than one Xbox so you can only activate the app on one Xbox. Basically if you have more than one Xbox in your home make sure you activate it on the one you watch most. It's an a$inine setup and no other app I've used works this way. I use Netflix, Amazon, HBO Go, and a few others on both without an issue. I really don't understand why there security is so insane either. If I have a valid username and password and I'm logging in from a valid Comcast IP address that is correct for my service location, then why do I need to jump through all these crazy service activation hoops. I dred even the thought of having to call them about anything. This time took two calls and three transfers just to be told that I can only use one Xbox. Way to waist another hour of my life.

Oh and PS a$inine is not a bad word!

[bradbenson45]

I'm reading posts where people have 3 and 4 xboxs working. I was told by support that only the first Xbox would work. Can someone clarify this for me? Is this another cable card related issue? Was I given accurate information on this? Anyone else have multiple Xboxes and are cable card only?