This thread is specific to GSM-11 and CL-14 service errors on Roamio series DVRs, Note: the troubleshooting steps below may or may not apply to other Xfinity On Demand low level communication failures and may or may not apply to other Tivo series DVRs.
PROBLEM DESCRIPTION
When launching Xfinity On Demand the user experiences a GSM-11 service error on startup...AND/OR...a CL-14 service error when selecting Watch Now. Typically ALL but at least ONE or more of the behaviors below occurs:
ROOT CAUSE
Comcast describes the CL-14 error as a "low level communication" failure. This is almost always the result of a Comcast network failure of some sort (server, network, performance issue, etc). Chances are you are not the only one impacted and a larger local area is also experiencing issues.
TROUBLESHOOTING STEPS
All righty, so here's my attempt to fill the void. These are painfully obvious steps, but you may not have heard them before or perhaps not prioritized like this. Instead you've likely been told by Comcast and Tivo to try everything else first. If this is the case, the steps below should save you much pain and will hopefully serve to bring the issue(s) involved to a close:
STEP 1
When Xfinity On Demand is the ONLY service impacted (see criteria under Problem Description above), call Xfinity On Demand Support at: 1-877-530-6950.
STEP 2
Tell the Xfinity On Demand support rep at this number to check if there are any network issues in your local area that could be impacting Xfinity On Demand service.
If the rep says they cannot do this...OR...even if they say they checked and there are no issues, make them escalate the case and make sure you get a ticket#(will begin with "CR") to refer back to. Tell the support rep you want this case escalated to the cable headend supervisor/manager and you want confirmation back - to be documented in the ticket - on the status of Xfinity On Demand service in your area.
STEP 3
Open a ticket with Tivo support and provide the escalated case CR# you opened with Xfinity On Demand support in Step 2. Add a note in the case telling Tivo you want this case left open until a true root cause(s) with logical, comprehensive troubleshooting steps is provided in the short term and these GSM-11 and CL-14 service errors are finally resolved in the long term.
LESS THAN HELPFUL TROUBLESHOOTING STEPS
Host Id and Data ID
If the Host and Data Ids were wrong the card could not pair...period. You wouldn't be getting live TV in this event. This fact won't stop Xfinity On Demand support from asking for the Host and Data ID's anyway, so navigate to Settings & Messages > Settings > Remote CableCARD, & Devices > CableCARD Decoder > CableCARD options(for Installers) > CableCARD Menu > CableCARD Pairing....and knock yourself out. This isn't your problem.
Remove and/or replace the Cablecard
No, Tivo...no! If Live TV and every other service works, why would you tell customers to do this? Removing the card can change the Host and/or Data IDs. Replacing the card is a nightmare of mammoth proportions causing customers to have to go back to Comcast, stand inline, get another card, and then re-initialize Tivo and Comcast service. That's just mean! :eek:
Instead, tell them to check the firmware version (FW*) by navigating to: Settings & Messages > Settings > Remote CableCARD, & Devices > CableCARD Decoder > CableCARD options(for Installers) > CableCARD Menu > CableCARD Status. If they have a Motorola card and it's FW* rev. 6.25 or later, they are good. However, remember: the symptom is typically that Xfinity On Demand works sometimes, other times not. The Cablecard is not the issue here.
Billing and rate codes aka. Auth codes
Tivo forums are rife with changing billing codes as a magic bullet. If Xfinity On Demand never worked for you ever...ok, let them screw around with changing the codes as much as they want. They'll pretend to change the code, cryptically adding something like:"Tivo Premier". Btw this is a tier code, NOT a code that stands for the Premier box specifically. They'll send a CCV (Cable Card Activation) signal to pair the card, and they'll send an INIT to burn in the new rate codes...blah de blah. Useless steps for the most part.
Again, the behavior that most of us experience is intermittent: sometimes Xfinity On Demand works, other times not. They changed my billing codes several times over the course of one week. Changing billing codes never worked for me, and it doesn't work for most people. If changing the billing codes worked for anyone reading this, then I call upon Tivo to pin Comcast down: Could this actually be a billing code issue and, if so, what's up with the freakin' billing codes, Comcast?
Physical Issues
I'm assuming everyone reading this has rebooted the Tivo box a bunch of times already by physically unplugging it. Did you count to :60? Betcha felt stupid. You removed splitters, checked for loose connections from the wall to the back of your Tivo, replaced cables where possible, checked for loose connections on the main line to the pole. I'm assuming you all have a clue and did basic stuff like this already, but this did not resolve the issue.
Then comes the sacred mantra of Comcast and Tivo will typically chime in: "Roll the truck! Check for signal leakage and S/N issues!" All I can tell you is: they rolled the truck three - count 'em three - separate times to my house all for an issue where ONLY Xfinity On Demand wasn't working. All this after a speed test confirmed I was getting a blazing fast rate on my internet, live TV was perfect, no issues with any other internet subscription services like Netflix and so on.
On the third truck roll, even though Xfinity on Demand just happened to be working before they got here, even though the S/N ratio was perfect, they replaced a cable connection that was only six months old, a splitter that showed absolutely no signal leakage, and they performed other "make work" tasks for no reason. The odds a truck roll will work for the Problem Description above are minimal.
CONCLUSION
I did my best to drag answers out of the various Comcast reps on the calls I made to the Xfinity On Demand support number provided above. Every time I called, a different support rep would give me a different explanation, usually in absolute terms like, "Errors like this are always due to the wrong billing codes." The next day it was: "Errors like this are always physical." The folks at this number give imperfect answers, but they're the best we've got until this gets escalated further.
The day before the third truck roll, I noticed that Xfinfity On Demand was working consistently. Over the weekend, it continued to work, never failing once. I called back Xfinfity On Demand support on Monday and probed for an explanation. They told me there was an "issue in my area impacting Xfinfity On Demand and other services" . They were unwilling or unable to be more specific. Totally unacceptable after all these years and with so many people experiencing these same issues.
I strongly suspect the escalation to the cable headend made someone check my card on a server, for example, and realize there was an issue not only with my service but with the service in my area in general. So, try my Troubleshooting Steps when the behavior you are experiencing meets the criteria specified in the Problem Description above. Also, advise Comcast and Tivo to avoid troubleshooting steps that are ineffective and don't apply to the intermittent errors you are experiencing. You will most likely find this is a Comcast network failure of some sort and you are not the only one experiencing it.
This does not release Tivo of their responsibility for reasons I've already explained. I've got a case open with Tivo and it's going to stay open until there's a solution. I encourage everyone experiencing this issue to open cases with Comcast and Tivo as described in Step 2 and 3 above.
PROBLEM DESCRIPTION
When launching Xfinity On Demand the user experiences a GSM-11 service error on startup...AND/OR...a CL-14 service error when selecting Watch Now. Typically ALL but at least ONE or more of the behaviors below occurs:
- A GSM-11 service error may or may not appear upon initial launch. It will disappear within a few seconds and may or may not reappear if the application is closed and re-launched
- ALL selections of ALL titles FAIL with a CL-14 service error including paid content, Streampix, etc. when selecting Watch Now
- ALL other services PASS including Xfinity internet, live TV, Netflix, etc.
- Service errors are intermittent: Xfinity On Demand works sometimes, meaning you can actually launch and watch a movie, but other times not.
ROOT CAUSE
Comcast describes the CL-14 error as a "low level communication" failure. This is almost always the result of a Comcast network failure of some sort (server, network, performance issue, etc). Chances are you are not the only one impacted and a larger local area is also experiencing issues.
Important!!!
Read these forums and you will see this issue has persisted for years now, with no accountability from Comcast. Surprise! :cool:
However, Tivo also shares the blame for not working with Comcast to effectively root cause the issue(s) involved and provide a solution...or at least provide more coherent troubleshooting steps. Here's why Tivo's participation is so important:
- Tivo restricts Roamio functionality(except for the HD antenna option) to two providers: Comcast and Verizon. They therefore assume some responsibility for working with and influencing these providers to resolve issues like this on behalf of their customers.
- There's a handshake happening here between the Tivo network and the Comcast network. Tivo would have you believe it's just their box...and everything else is Comcast.
- Tivo actively advertizes support of Xfinity On Demand and provides a link from their website where a potential customer can determine availability per market. If Tivo said, "We don't support Xfinity On Demand.", then case closed. In the meantime, Tivo shouldn't be promoting a solution that hasn't worked well for so many of their customers for so long.
TROUBLESHOOTING STEPS
All righty, so here's my attempt to fill the void. These are painfully obvious steps, but you may not have heard them before or perhaps not prioritized like this. Instead you've likely been told by Comcast and Tivo to try everything else first. If this is the case, the steps below should save you much pain and will hopefully serve to bring the issue(s) involved to a close:
STEP 1
When Xfinity On Demand is the ONLY service impacted (see criteria under Problem Description above), call Xfinity On Demand Support at: 1-877-530-6950.
STEP 2
Tell the Xfinity On Demand support rep at this number to check if there are any network issues in your local area that could be impacting Xfinity On Demand service.
If the rep says they cannot do this...OR...even if they say they checked and there are no issues, make them escalate the case and make sure you get a ticket#(will begin with "CR") to refer back to. Tell the support rep you want this case escalated to the cable headend supervisor/manager and you want confirmation back - to be documented in the ticket - on the status of Xfinity On Demand service in your area.
STEP 3
Open a ticket with Tivo support and provide the escalated case CR# you opened with Xfinity On Demand support in Step 2. Add a note in the case telling Tivo you want this case left open until a true root cause(s) with logical, comprehensive troubleshooting steps is provided in the short term and these GSM-11 and CL-14 service errors are finally resolved in the long term.
LESS THAN HELPFUL TROUBLESHOOTING STEPS
Host Id and Data ID
If the Host and Data Ids were wrong the card could not pair...period. You wouldn't be getting live TV in this event. This fact won't stop Xfinity On Demand support from asking for the Host and Data ID's anyway, so navigate to Settings & Messages > Settings > Remote CableCARD, & Devices > CableCARD Decoder > CableCARD options(for Installers) > CableCARD Menu > CableCARD Pairing....and knock yourself out. This isn't your problem.
Remove and/or replace the Cablecard
No, Tivo...no! If Live TV and every other service works, why would you tell customers to do this? Removing the card can change the Host and/or Data IDs. Replacing the card is a nightmare of mammoth proportions causing customers to have to go back to Comcast, stand inline, get another card, and then re-initialize Tivo and Comcast service. That's just mean! :eek:
Instead, tell them to check the firmware version (FW*) by navigating to: Settings & Messages > Settings > Remote CableCARD, & Devices > CableCARD Decoder > CableCARD options(for Installers) > CableCARD Menu > CableCARD Status. If they have a Motorola card and it's FW* rev. 6.25 or later, they are good. However, remember: the symptom is typically that Xfinity On Demand works sometimes, other times not. The Cablecard is not the issue here.
Billing and rate codes aka. Auth codes
Tivo forums are rife with changing billing codes as a magic bullet. If Xfinity On Demand never worked for you ever...ok, let them screw around with changing the codes as much as they want. They'll pretend to change the code, cryptically adding something like:"Tivo Premier". Btw this is a tier code, NOT a code that stands for the Premier box specifically. They'll send a CCV (Cable Card Activation) signal to pair the card, and they'll send an INIT to burn in the new rate codes...blah de blah. Useless steps for the most part.
Again, the behavior that most of us experience is intermittent: sometimes Xfinity On Demand works, other times not. They changed my billing codes several times over the course of one week. Changing billing codes never worked for me, and it doesn't work for most people. If changing the billing codes worked for anyone reading this, then I call upon Tivo to pin Comcast down: Could this actually be a billing code issue and, if so, what's up with the freakin' billing codes, Comcast?
Physical Issues
I'm assuming everyone reading this has rebooted the Tivo box a bunch of times already by physically unplugging it. Did you count to :60? Betcha felt stupid. You removed splitters, checked for loose connections from the wall to the back of your Tivo, replaced cables where possible, checked for loose connections on the main line to the pole. I'm assuming you all have a clue and did basic stuff like this already, but this did not resolve the issue.
Then comes the sacred mantra of Comcast and Tivo will typically chime in: "Roll the truck! Check for signal leakage and S/N issues!" All I can tell you is: they rolled the truck three - count 'em three - separate times to my house all for an issue where ONLY Xfinity On Demand wasn't working. All this after a speed test confirmed I was getting a blazing fast rate on my internet, live TV was perfect, no issues with any other internet subscription services like Netflix and so on.
On the third truck roll, even though Xfinity on Demand just happened to be working before they got here, even though the S/N ratio was perfect, they replaced a cable connection that was only six months old, a splitter that showed absolutely no signal leakage, and they performed other "make work" tasks for no reason. The odds a truck roll will work for the Problem Description above are minimal.
CONCLUSION
I did my best to drag answers out of the various Comcast reps on the calls I made to the Xfinity On Demand support number provided above. Every time I called, a different support rep would give me a different explanation, usually in absolute terms like, "Errors like this are always due to the wrong billing codes." The next day it was: "Errors like this are always physical." The folks at this number give imperfect answers, but they're the best we've got until this gets escalated further.
The day before the third truck roll, I noticed that Xfinfity On Demand was working consistently. Over the weekend, it continued to work, never failing once. I called back Xfinfity On Demand support on Monday and probed for an explanation. They told me there was an "issue in my area impacting Xfinfity On Demand and other services" . They were unwilling or unable to be more specific. Totally unacceptable after all these years and with so many people experiencing these same issues.
I strongly suspect the escalation to the cable headend made someone check my card on a server, for example, and realize there was an issue not only with my service but with the service in my area in general. So, try my Troubleshooting Steps when the behavior you are experiencing meets the criteria specified in the Problem Description above. Also, advise Comcast and Tivo to avoid troubleshooting steps that are ineffective and don't apply to the intermittent errors you are experiencing. You will most likely find this is a Comcast network failure of some sort and you are not the only one experiencing it.
This does not release Tivo of their responsibility for reasons I've already explained. I've got a case open with Tivo and it's going to stay open until there's a solution. I encourage everyone experiencing this issue to open cases with Comcast and Tivo as described in Step 2 and 3 above.
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