This video error message usually results from occasional system issues outside of 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 steps so you don’t need to contact us. These common solutions are how we resolve 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."
Common solutions
This error is commonly a temporary signal issue or interference outside the home and usually resolves itself within an hour or less. Occasionally, we experience 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.
- Ensure all your TV connections are still tight, if applicable.
- Unplug the TV Box for one to two minutes, then plug it back in.
- If you can't 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, please see Restart your X1 TV Box.
- Use Xfinity Assistant
in the Xfinity app for additional help and to chat with our agents 24/7.
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.