I thought I'd post this info for anyone else having a related issue with Xfinity On-Demand (XOD), since the systemic problem and its solution have been identified for me and at least several other Comcast subscribers recently (see here and here).
I have Xfinity HSI (Performance tier @ 25Mbps) using a Comcast X3 router/modem (Cisco DPC3941T). Starting about two weeks ago, I could no longer get any program to play via the XOD app on either my Premiere Elite (networked via MoCA) or my Mini (networked via Cat6 ethernet cable). All my authorized TV channels, including the premiums (HBO/Starz) showed a good signal, all the other OTT streaming apps (Amazon Video, Netflix, VUDU, HULU, Yahoo, YouTube, et al) functioned properly, and all my signal diagnostics were normal.
The symptoms I encountered were as follows: I could launch the XOD app, browse the menus, and select a program to play. But once the program launched, the audio and video would freeze within the first three seconds. The progress bar would continue to advance through to the end of the program as if the video were playing normally but with no video or audio signal. This issue presented consistently on both platforms (plus an occasional CL-13 error message on the Mini), whereas up until about two weeks ago XOD had typically worked without a hitch.
After performing basic troubleshooting to rule out any other causes, I concluded that the issue most likely lay in my Comcast account coding. Just for reassurance, I double-checked with TiVo support to verify that they could not identify any anomalies in my system from their end.
It was at this point that I began the dreaded journey into the dark hole of Comcast customer support.:rolleyes: It took about four or five maddeningly unsuccessful phone calls before I finally got through to someone who wasn't totally out to lunch. (Most interesting response: "I'm sorry, sir, but we do not issue CableCARDs anymore and are no longer servicing them.":eek:) The solution was provided by Corbin at the Comcast Advanced Repair Team (Tier 3 Support) in Denver who stated that my account was missing a "CableCARD Primary Code" (PRIM). Once that code was added and my gateway rebooted, XOD started operating normally once again on both my Premiere Elite and Mini.
I would encourage anyone else who encounters a similar issue as described above not to bother with routine Comcast customer support but rather to contact Tier 3 Support directly at (888) 824-8988 once you have ruled out any other possible causes.
I have Xfinity HSI (Performance tier @ 25Mbps) using a Comcast X3 router/modem (Cisco DPC3941T). Starting about two weeks ago, I could no longer get any program to play via the XOD app on either my Premiere Elite (networked via MoCA) or my Mini (networked via Cat6 ethernet cable). All my authorized TV channels, including the premiums (HBO/Starz) showed a good signal, all the other OTT streaming apps (Amazon Video, Netflix, VUDU, HULU, Yahoo, YouTube, et al) functioned properly, and all my signal diagnostics were normal.
The symptoms I encountered were as follows: I could launch the XOD app, browse the menus, and select a program to play. But once the program launched, the audio and video would freeze within the first three seconds. The progress bar would continue to advance through to the end of the program as if the video were playing normally but with no video or audio signal. This issue presented consistently on both platforms (plus an occasional CL-13 error message on the Mini), whereas up until about two weeks ago XOD had typically worked without a hitch.
After performing basic troubleshooting to rule out any other causes, I concluded that the issue most likely lay in my Comcast account coding. Just for reassurance, I double-checked with TiVo support to verify that they could not identify any anomalies in my system from their end.
It was at this point that I began the dreaded journey into the dark hole of Comcast customer support.:rolleyes: It took about four or five maddeningly unsuccessful phone calls before I finally got through to someone who wasn't totally out to lunch. (Most interesting response: "I'm sorry, sir, but we do not issue CableCARDs anymore and are no longer servicing them.":eek:) The solution was provided by Corbin at the Comcast Advanced Repair Team (Tier 3 Support) in Denver who stated that my account was missing a "CableCARD Primary Code" (PRIM). Once that code was added and my gateway rebooted, XOD started operating normally once again on both my Premiere Elite and Mini.
I would encourage anyone else who encounters a similar issue as described above not to bother with routine Comcast customer support but rather to contact Tier 3 Support directly at (888) 824-8988 once you have ruled out any other possible causes.
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