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Wonky On Screen and Online Guide Listings

Service Expert

Wonky On Screen and Online Guide Listings

Dear Comcast, we have a problem with our guide.

 

My husband, he who for some reason prefers SD channels, noticed this in the on-screen guide about 30 minutes ago.

It is blurry. It says "The Cool TV". Problem is that ch. 5 is ABC. I looked up "The Cool TV" online. It's a digital sub-channel. And no one in my area carries it. In fact from the website "TheCoolTV is already live streaming rad music videos in Chicago, Wichita, Las Vegas, San Francisco, and coming soon to Boston and New York City".

 

At least the show listings are correct for ABC. What is airing on ch. 5 are ABC shows.

 

abcsd incorrect on guide.PNG

 

On-screen guide does it correct for HD channel

abchd on screen correct.PNG

 

 

Next issue: I went to the online listings to see what it had for ABC sd ch. 5

What I found there has no resemblence to reality. In fact, the shows listed are found no where on my tv lineup. I searched for a few of them and no results were found. I have no clue what network the listings are for. At least the network is correct for ch. 5.

abcsd incorrect.PNG

 

Online listing for ABC HD channel are correct

abchd correct.PNG

 

Comcast, please correct these errors. Who knows, maybe someone will spot the goofs and correct them before someone from Comcast reads this post. Return ABC to the on screen SD list and put the correct shows for ABC online.

 

I do not know how long the online listings have been incorrect. I do know that the on screen guide was correct for ch. 5 last night.




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Service Expert

Re: Wonky On Screen and Online Guide Listings

Forgot to mention: When changing channels on X1, the screen is black for a very brief moment. On the screen is the name of the network/channel.

 

When switching to ch. 5 search shows the correct call letters of the local ABC affilate WBMA and next to it instead of ABC it shows TheCool TV.

 

Going to the actual channel the black screen also says TheCool TV instead of ABC.




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Official Employee

Re: Wonky On Screen and Online Guide Listings

Hi Queen-Evie, I am getting this issue along with your no sound issue sent to the local market to see if they are able to duplicate.  They will be contacting you with further updates.

 

Thank you




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Official Employee

Re: Wonky On Screen and Online Guide Listings

Hi Queen-Evie, Just an update that ticket I escalated has been assigned to a tech for review, they should be reaching out via phone shortly

 

Thank you




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Service Expert

Re: Wonky On Screen and Online Guide Listings

The wonky listings issue has not been resolved.

 

On screen listings for channel 5,  still shows CoolTV instead of ABC.  Shows titles are correct for ABC.

 

Online listings still look like this, correct network, incorrect shows which are no where to be found on any of the channels I get.

ch5 listings still wrong.PNG




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Official Employee

Re: Wonky On Screen and Online Guide Listings

Hi Queen-Evie, I am showing the ticket closed, when the local team called did they leave you a number to contact them back?

 

Thank you




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New Poster

Re: Wonky On Screen and Online Guide Listings

If it helps, those show listings are for the Heartland Network, which , if Wikipedia is to be trusted, airs on this affiliate's .3 subchannel.

Service Expert

Re: Wonky On Screen and Online Guide Listings


ComcastPhill wrote:

Hi Queen-Evie, I am showing the ticket closed, when the local team called did they leave you a number to contact them back?

 

Thank you


 


lambertman wrote:

If it helps, those show listings are for the Heartland Network, which , if Wikipedia is to be trusted, airs on this affiliate's .3 subchannel.


I apologize for not responding sooner. I have been dealing with real life issues for the past few weeks.

 

Phil, someone did call me-on my house phone which was in another room so I did not it ring. Later she called me using my cell phone number.

 

The only thing that was addressed was the sound issue on 2 channels. That issue was resolved. That ticket was closed.

 

I reported the guide listing errors almost a month ago. I am not surprised that they have not been corrected.

 

Nothing has changed with the listings on the tv or online.

 

TV still shows CoolTV for channel 5 instead of ABC. It still lists the ABC shows and local programming the station does.

 

Online still shows ABC but the show titles are completely wrong. Yes, they are for Heartland. I had already determined that.

 

We now longer have Heartland here.

It is still listed in the on screen guide as TNN on channel 209.

 

When tuning to the channel there is a message "Heartland is no longer available by the local affiliate".  I am well aware that TNN took on the name Heartland a couple of years ago.

 

Since that is the case, channel 209 should disappear from ALL guides.

 

FIX IT!!!!!

 

 




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Official Employee

Re: Wonky On Screen and Online Guide Listings

Thank you for the information Queen-Evie, when our tech reached out to you via phone did they leave a contact number for you to reach back out the them?  The only reason I suggest this is because they will be able to communicate with the head end team to duplicate and ultimately fix the guide. If not I have no problem re-escalating for you.

 

 

Thank you




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Service Expert

Re: Wonky On Screen and Online Guide Listings

Please re-escalate.

 

I no longer have the voice mail with the number left by the agent who called me.

 

She also sent an email when I was not able to answer the phone. The email had the number but I deleted it a few days ago.

 

There should be no reason for anyone to call me. You can give someone 2 pieces of information:

 

The screenshots I provided.

 

AND

 

Another X1 customer who is a friend of mine sees the same thing I do.

 

They don't have to do anything to "duplicate" it. All they need to do is look at the guides on screen and online.




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Official Employee

Re: Wonky On Screen and Online Guide Listings

I will get this re-escalated for you.

 

Thank you




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Service Expert

Re: Wonky On Screen and Online Guide Listings

Re-escalated on November 15th.

 

Today is November 20th and it is still not fixed.

It should not take this long to get it corrected.

 

 




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Official Employee

Re: Wonky On Screen and Online Guide Listings

I have reached out to the local team for an update, I will let you know once I hear anything.

 

Thank you




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Service Expert

Re: Wonky On Screen and Online Guide Listings

Yesterday morning someone from Comcast called me. She said she would forward the information to the local team for investigation.

 

 

 




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Service Expert

Re: Wonky On Screen and Online Guide Listings

In the 6 weeks since I reported this issue this is what has been done:

 

1) an escalation that was closed even though the issue was not resolved.

 

2) being told that the local team would try to "duplicate" the issue even though all they have to do is look at the on screen guide and tv website listings where it is plain as day

 

3) re-escalation, which resulted in a phone call from Comcast a week ago today

 

4) being told by the person who called that it would be sent to the local team for investigation

 

5) issues still have not been fixed.

 

The wheels of justice grind slow; the wheels of Comast grind slower than the wheels of justice.

 

Is the local team actually working on this or is this another case of "lip service" from Comcast?

 

 

 




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Service Expert

Re: Wonky On Screen and Online Guide Listings

And now it has been 7 weeks since I reported this. Comcast, get off your collective backsides and FIX IT.

 

The lack of a timely resolution is business as usual, par for the course for you.

 

If the local people are incapable of fixing it then FIND SOMEONE ELSE WITHIN COMCAST WHO CAN FIX IT.




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Administrator
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Re: Wonky On Screen and Online Guide Listings

It seems like they were not able to duplicate the issue. I know it might be asking a lot, since you have reported this already multiple times. But can you provide an example of a show that is showing incorrectly.What show is the guide is showing vs what it is showing live? We often receive the guide information from the networks and by narrowing down with a bit of extra info I should be able to get this over to be reviewed. -FC 




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Service Expert

Re: Wonky On Screen and Online Guide Listings

What more can I provide?  Do they not see the same thing when THEY look at it online? Did they actually LOOK at it online? There is nothing to duplicate. It's right there for them to see if they bother to look.

 

Are they trying to say I am the only one in Tuscaloosa, Alabama who sees that the show titles are wrong and don't match what is actually being aired on Ch. 5??!!!

 

I've already posted screenshots of what I see online for Channel 5, the local ABC affiliate.

It does say ABC. HOWEVER, the show titles listed are for HEARTLAND tv. Currently it says says

"Third Shift".  Right now, what is airing on Ch. 5 is World News Now. 

 

How much plainer can I make it? We don't have HEARTLAND here. So why are the show titles for Heartland there instead of ABC/local programming on Channel 5?

 

You asked for examples. Here it is

 

Shown online, with times and what should be listed in red

Ch. 5

6am to 10am Rick and Bubba

10-11am From The Vault-Country Standard Time

 

(6-7am ABC 33/40 Good Morning Alabama)

(7-9am Good Morning America)

(9-10am Talk of Alabama)

(10-11am The View)

 

That should be enough to show what I see online is incorrect for Channel 5.

 

I know the information is received from the networks. However, why would ABC provide listings for a different networks shows?

 

As for the guide on the X1 box, do they NOT see COOLTV instead of ABC?

At least the show titles are correct in the On Screen Guide even though the network name is wrong.

 

 If they want to see what I do they are more than welcome to come to my house and I will show them.

 




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Service Expert

Re: Wonky On Screen and Online Guide Listings

I decided to post some screenshots.

 

Here is what is  listed online for primetime today

 abc wrong.JPG

 

Taken from the Heartland website for today. See the ones above? They are same as this:

Heartland.jpg

 

This is what Ch. 5 should be:abc correct.jpg

 

Surely Comcast has to have someone who is capable of understanding what the problem is and can get it fixed.

 

Maybe the same person can fix the on screen X1 guide to take CoolTV off ch. 5 and replace it with ABC.




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Administrator
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Re: Wonky On Screen and Online Guide Listings

I apologize for my delay in getting back to you on this. The info has been sent once more to local with the details you provided. They do help a lot, thank you for this. We should be getting an update on this soon, I am hoping they have one at least by tomorrow. I will follow up with you on this.  -FC  




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Service Expert

Re: Wonky On Screen and Online Guide Listings

I'm glad the last screenshots helped since the screenshots and details I previously posted did not help. 

 

 




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Re: Wonky On Screen and Online Guide Listings

The ones you previously provide were great examples as well, but with the extra details on the last 2 post it certainly helped me get this expedited for you. They are looking into this at the moment, but they have no ETA as of yet. -FC 




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Service Expert

Re: Wonky On Screen and Online Guide Listings

Just how difficult is it to correct?

Does Comcast even care that it is wrong? At this point, my opinion is NO, they don't.

I would like to know WHY it happened, but realize that I most likely will not find that out. HOW did HEARTLAND shows get listed for ABC ch. 5? As I said previously, it could not have been from ABC.

 

Could they have been given by the ABC affiliate WBMA in Birmingham, Alabama?

 

Heartland is an affiliate network. At one time it was an affiliate of WBMA. However, they dropped it months ago.

What I don't know is how long ch. 5 listings have been incorrect.




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Re: Wonky On Screen and Online Guide Listings

Often times with this type of issue once the problem is identify it can take some time before we receive the updated information from the network in order to correct this. The team is still working on a resolution for this issue. -FC 




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Service Expert

Re: Wonky On Screen and Online Guide Listings

Three months since I reported the online tv listings issue for Ch. 5

 

It has NOT be fixed.  It still shows listings for Heartland network. 

 

WHEN WILL THIS BE CORRECTED???!!!!!!

 

On the upside, the other issue that had Cool tv showing on the ON SCREEN program guide has been resolved. Ch. 5 now shows the correct network which is ABC. 




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Service Expert

Re: Wonky On Screen and Online Guide Listings

 




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Service Expert

Re: Wonky On Screen and Online Guide Listings

Currently communicating with Comcast via a different method. Topic closed.




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