This video error message usually results from occasional system issues outside the home. This message gives a simple overview of what might have happened and the simplest solution for resolving the issue yourself.
We suggest following these solutions so you don’t need to contact us. These common solutions are how we fix similar issues with errors.
Trying these solutions before contacting us will save you time and potentially get you back to enjoying your entertainment experience.
Message
When this error occurs, you’ll see the following message:
Sorry, we’re having trouble connecting
Our system is unable to connect at this time. Thanks for your patience while our teams work to fix the issue as quickly as possible.
- Get troubleshooting tips by chatting with Xfinity Assistant in the Xfinity app.
- Use the Xfinity Stream app to watch live TV and On Demand content on your phone or tablet in the meantime.
Next steps
This error is commonly a temporary signal issue or interference outside the home and usually resolves within an hour or less. Occasionally, there are system issues that might take additional time to resolve. Meanwhile, access this video (live or On Demand) using the Xfinity Stream app on mobile devices and supported smart TVs or the Xfinity Stream portal on PC.
Follow these steps if the error lasts for more than one hour:
- Select Try Again on screen.
- Check all your TV connections are tight, if applicable.
- Unplug the TV Box for 1-2 minutes, then plug it back in.
- If you’re unable to unplug the TV Box, say “Restart TV Box” into your Xfinity Voice Remote, or hold down the power button on your TV Box, if applicable.
- For more information, see Restart your X1 TV Box.
If you continue to experience issues, contact us using the method that is most convenient for you — chat with us online or call us to speak with a Comcast representative.
Additional information
Visit our Online Support Center to find common solutions.
The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.
Need additional support? Ask Xfinity Assistant.
