user_js9hly, thank you for reaching out. To confirm, were speaking about the Favorites section on the X1 guide, or are you not seeing your channels available to watch/stream? Have you tried any troubleshooting steps so far? Also, is this across all X1 devices?
See reply above. It's the X1 favorites for my TV. The app was no help. I tried all the troublewhooting stuff too. BTW, the Internet in my area that you provide is sketchy at best (77098 zip code). Everybody in my complex complains about it and it seems to be getting worse.
Thank you for confirming that information @user_js9hly. Have you tried performing a System Refresh using your X1 Voice Remote?
Simply press and hold the microphone button on your remote and say "System Refresh." Then follow the prompts that appear on your screen.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please mark as Best Answer.
Already did that as I mentioned in the original post. At the very start of this problem, you could see which channels were marked as favorites in "all channels". The refresh deleted that information permanantly.
@XfinityVianney across all devices. They just simply disappeared . The frustrating part was I could bring them up on mobile app. Sat here for thirty minutes adding them back. While entering them manually while looking at my phone. What a pain and wasted time.
Ok @user_js9hly, let's take a closer look at this and gather some additional information to determine whether we need to submit a ticket for further investigation. To get started, please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please mark as Best Answer.
user_ezw4wg
Visitor
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1 Message
2 days ago
same thing happened to me
3
user_63b65n
Visitor
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1 Message
2 days ago
Same here in
Metro Atlanta
0
XfinityVianney
Official Employee
•
2.8K Messages
9 hours ago
5
0