New Poster
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3 Messages
Error XRE-03062 - Select Channels - Music Choice
I have been unable to connect to Music Choice Jazz (via channel 945 or 1594) via my TV box, though I can access it on my iPad via the Xfinity app. The error message says "Sorry, we're having trouble connecting." This has been occurring for over a week. Several bot chats and live agent calls could not rectify the situation. A tech was sent to inspect lines, box, etc. Still unable to connect. The only solution is to use the remote's microphone to request the channel, which takes you to a separate site. It takes more than "several seconds" to retrieve it, but at least it's accessible. However, then I can't easily switch back and forth to other channels like the news. This only seems to be problem for a few Music Choice channels; I can get most of them of via the channel guide. Xfinity needs to fix this on the back end. It doesn't have anything to do with the customer's box, cable, plan, etc. The error message says "our teams work to fix the issue as quickly as possible," but I see no evidence of this and would like to be shown some proof that Xfinity is actually doing something to fix the problem.
XfinityRay
Official Employee
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3.5K Messages
15 hours ago
Hi, @user_m8cq2! I am sorry that the channel has been giving you the error. I have seen a couple of other customers with the same issue here on the Xfinity Forums. I don't see this listed on our engineering board as a known issue. We can troubleshoot and get a ticket opened for that team. The steps for the ticket should be very easy since you already went through troubleshooting and a visit. Your help is very much appreciated!
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
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