This video error message is usually a result of occasional system issues outside of your home. These messages give a simple overview of what might have happened and the simplest solution you can do to resolve the issue yourself.
We suggest that you follow these solutions to keep from the inconvenience of having to contact us for a resolution. These common solutions are what we use to resolve the issue that is resulting in the error. Any solution attempts before contacting us will save you time and potentially get you back to enjoying your entertainment experience.
When this error occurs, you’ll see the following message on your device:
"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 of the home, and it usually resolves itself within an hour or less. Occasionally, we experience system issues that might take some additional time to resolve.
Meanwhile, access this video live or On Demand using the Xfinity Stream app on mobile devices and supported smart TVs, as well as the Xfinity Stream portal on a PC.
If the issue persists for more than one hour, follow these steps:
- Select Try Again on-screen.
- Ensure all your TV connections are still tight, if applicable.
- Power cycle the TV Box by unplugging it for one to two minutes and then plugging it back in.
- If you’re unable to power cycle the TV Box, try restarting it by saying “Restart TV Box” into your Xfinity Voice Remote or holding down the power button on your TV Box, if applicable.
- For more information, please see Restart your X1 TV Box.
- Use Xfinity Assistant
in the Xfinity app for additional help and chat with our agents 24/7.
