Just ordered a PPV program and it's not coming through properly? Please read the troubleshooting tips below to help resolve common issues.
Troubleshooting
If you just ordered the PPV event and having issues--such as a black screen with audio or a black screen without audio--please try these troubleshooting steps:
- Change the channel away from the channel where the event is airing. Then go back to the PPV channel. If this does not resolve the issue, proceed to the next step.
- Turn the TV Box off for 10 seconds and then back on. Tune to the PPV channel and wait one minute. If this does not resolve the issue, proceed to the next step.
- Unplug your TV Box from the power outlet and then plug it back in. Please allow the TV Box to fully reload content and guide information. Then try tuning to the PPV channel again.
Note: If you have tried the above steps and are still experiencing an issue, please contact us.
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.