For a better experience, click the Compatibility Mode icon above to turn off Compatibility Mode, which is only for viewing older websites.

Help, FAQs, and reporting problems

Before requesting help, please try the following:

  • Retry your action two or three times
  • If you are having a problem loading the tv player in your browser window, please clear your browser cache and re-start your computer, then try again.

    OMG that's a huge pain, really? Yes, we know how painful it is to clear your cache and reboot your computer. We hate to do this too. However, the XFINITY service caches digital rights management licenses for each channel or video in your browser (along with other variables to make it function) and these cached values sometimes timeout or become invalid. Sorry, but you are testing a brand new service, which is improving every week, so please take the time to clear it and restart! The link above provides instructions for clearing cache on many browsers.
  • Clearing the browser cache and restarting often solves many problems. If that doesn't work please check Drexel and Comcast's HELP and FAQs. (See navigation menu on the left.)

  • IRT Finds that by far Firefox and Safari offer the best browser based player experience.  If you are having difficulties launching the XFINITY on Campus service in Internet Explorer, it is strongly recommended that you try the Firefox browser. 
  • If you are still having problems please email, include the following:
    • Your Name and DrexelOne Username (ie. Joe Smith,
    • A phone number where we can reach you
    • Date, time, and location (ie. building and floor) where the problem occurred
    • Detailed problem description
    • Include a screen shot of any error messages. Instructions on taking screen shots.
    • Operating system and browser type