XFINITY On Demand: Troubleshooting

Print this page


Overview

TiVo and Comcast have partnered to give you the ability to access XFINITY On Demand through an application on your TiVo Roamio or Premiere. This feature is available to Comcast customers with a compatible TiVo device at no additional cost; however, please be aware that Pay-Per-View ordered through the app will be charged to your Comcast bill.

Topics

Requirements

Billing Problems

Playback Problems

Application is not listed or will not launch

Requirements

If XFINITY On Demand is available in your area, you need to make sure your DVR meets the following requirements:

Billing Problems

If you’re experiencing issues with Comcast or XFINITY On Demand billing, you will need to contact Comcast Customer Support for assistance.

Playback Problems

Loading/Using the application

If you are able to see the XFINITY On Demand application icon (In 'My Shows', Find TV, Movies & Videos), but are unable to open the application, browse the library, or play back content, you will need to contact Comcast Customer Support. Please call Comcast's CableCARD Activation Line (1-877-405-2298) or Comcast Customer Support for assistance.

Comcast Customer Support may require information about your CableCARD to assist with playback issues. To get this information, from TiVo Central select Settings & Messages > Settings > Remote, CableCARD, & Devices > CableCARD Decoder > CableCARD options > CableCARD Menu > CableCARD Pairing.

Comcast Customer Support may ask for the following data fields:

  • Host ID
  • Data ID
  • CableCARD S/N

TiVo can only assist with generating the XFINITY On Demand application icon on your DVR and resetting a Purchase PIN. If the icon is not visible, visit the Application is not listed section for troubleshooting steps. If you need assistance resetting your Purchase PIN, please contact TiVo Support for assistance.

For newly installed DVRs, access to the XFINITY On Demand feature or Launch Point may not be available until 24 to 72 hours after the CableCARD is installed.

Multiple XFINITY On Demand streams

TiVo customers with XFINITY On Demand can use the TiVo Whole Home Solution to send multiple XFINITY On Demand streams to different TiVo devices within the home, including:

  • TiVo Mini
  • Other TiVo DVRS in the house

If you reach the maximum number of streams for your situation, you will receive an error message.

Purchase PIN & Purchase Controls

A Purchase PIN is a four-digit number that can restrict unauthorized purchases within the XFINITY On Demand application. If you attempt to stream a show that requires a payment with the Purchase PIN enabled, a prompt will appear to enter the Purchase PIN before the purchase is completed. A similar prompt appears before you can modify the Purchase PIN settings.

If you are unable to remember your Purchase PIN, you will be unable to make purchases or modify your Purchase PIN settings. If you forget your Purchase PIN, please contact TiVo Customer Support for assistance.

For customers in the Greater Boston Region, a Purchase PIN can be enabled within the VOD Options menu from the main XFINITY On Demand menu.

For customers in the San Francisco Bay Area, a Purchase PIN can be enabled within Settings & Messages > Purchase Controls.

Adult Content Visibility

Adult Content programming within the XFINITY On Demand application can be adjusted to be shown or hidden to viewers. When Hide Adult Channels/Titles is set to On, the content folders will remain visible, but the content list and detail descriptions will be hidden. The programming cannot be played or purchased unless it is configured to be visible. This setting can be enabled independently of Parental Controls. If Parental Controls are enabled, you will be prompted for a PIN before you are able to modify this setting.

If you are unable to remember your Purchase PIN, you will be unable to make purchases or modify your Purchase PIN settings. If you forget your Purchase PIN, please contact TiVo Customer Support for assistance.

For customers in the Greater Boston Region, a Purchase PIN can be enabled within the VOD Options menu from the main XFINITY On Demand menu.

Unable to Playback a program

If you are unable to playback a program, it is possible your CableCARD may not be paired. Your CableCARD must be paired for On Demand content to playback. To check whether your CableCARD is paired, please visit CableCARD Troubleshooting: Accessing Premiere MMI Screens .

If you have found that your CableCARD is not paired, you will need to contact Comcast CableCARD Activation Line (1-877-405-2298) or Comcast Customer Support for assistance. TiVo is unable to pair CableCARDs provided by Comcast.

Limited Trick Play (rewind, fast forward, etc.) functionality

Some XFINITY On Demand content may have limited Trick Play (rewind, fast forward) functionality. This feature can be limited on certain content specified by Comcast. Unfortunately, TiVo is unable to resolve Trick Play limitations for this type of content. Upon playback of content, if the content has been limited, you may see a dialog informing you of those limitations. If you have questions about these limitations, contact Comcast Customer Support for assistance.

"Currently Recording" or Tuners Unavailable

Are you seeing a message titled 'Currently Recording' and a message informing you that a recording must be cancelled to watch On Demand content? To watch On Demand content, the DVR must have an available tuner. If all tuners on your box are currently being used, upon launching the application, you will be presented with an option to cancel an existing recording or go back to TiVo Central.

In order to use XFINITY On Demand, you must have one free tuner. If all of your tuners are constantly being used, consider making the following adjustments:

  • If you’ve subscribed to any Guru Guides, cancel one or all of them, and schedule just the programs you want to record in the future.
  • If you have many Season Passes or WishLists recording at the same time, you may need to cancel some in order to free up a tuner when you want to use the XFINITY On Demand.
  • Alternatively, if you only want to use XFINITY On Demand once in a while, you can go into the To Do List and cancel at least one of your (1,2,or 3) shows which are recording during the block of time you want to use XFINITY On Demand.
  • If you are using a Premiere or Premiere XL, you may also want to consider purchasing a Roamio Series DVR, which will provide more tuners and recording space.

Application is not listed or will not launch

For newly installed DVRs, access to the XFINITY On Demand feature or Launch Point may not be available until 24 to 72 hours after the CableCARD is installed. If you are trying to use the XFINITY On Demand application but either cannot find it under My Shows or Find TV Shows, or it will not launch. Do the following to fix the issue:

1. Force a connection to the TiVo Service and once the service connection has completed, restart your TiVo DVR. The connection is needed to request the application and the restart might be necessary for the application to show up as an option on TiVo Central.

3. Verify your DVR's installed software version is software 20.2.0a or later.

Yes, my DVR has software version 20.2.0a or later: Go to Step 4.

No, my DVR has a software version earlier than 20.2.0a: You will need to upgrade the software on your TiVo DVR. Click here for instructions on updating the software on your TiVo Premiere.

4. Confirm that your DVR has a broadband connection.

Yes, my box does have a broadband connection: If you are in TiVo Central, do you see a message at the top that says “No internet connection.” This would indicate that there is a problem with your connection. See General network troubleshooting tips to resolve the connection issue. If the XFINIITY On Demand application does not appear after the connection issue has been solved, go to Step 5.

No, I do not have a broadband connection: Unfortunately, in order to use this feature, you need a broadband connection.

5. Do you have a CableCARD installed?

Yes, my DVR has a CableCARD installed: If you have a CableCARD, verify that it is properly configured and paired. See Roamio and Premiere CableCARD Instructions and FAQ to verify pairing and configuration. If you have found that your CableCARD is not paired, you will need to contact the Comcast CableCARD Activation Line (1-877-405-2298) or Comcast Customer Support for assistance. If your CableCARD is properly configured, go to Step 7.

No, I do not have a CableCARD installed: Unfortunately, in order to use this feature, you need a CableCARD from your cable provider. To obtain a CableCARD contact Comcast Customer Support.

6. Verify that XFINITY On Demand has been turned on in My Providers. Go to TiVo Central, and then to Messages & Settings> Settings > Channels > My Video Provider List.

If there is not a check in front of XFINITY On Demand, select it and return to My Shows or Find TV Shows

If there is a check in front of XFINITY On Demand, go to Step 8.

7. Go to My Account online. Click Change DVR Preferences. Is there a check in front of Video sharing and Enable video downloads?

Yes: Uncheck the boxes, click save, and return to DVR preferences to recheck them. Force a connection on your TiVo box and check for the application again.

No: Check Video sharing and Enable video downloads. Force a connection on your TiVo box and check for the application again.

8. If your TiVo DVR meets all the requirements above and the XFINITY On Demand application does not appear, contact TiVo Support for assistance.

Please rate this article to help us improve your web support experience

Rate this article:
neutral

Feedback submitted. Thank you!
Support requests cannot be sent through this form. If you need additional help, please contact TiVo Customer Support.