favorites disappeared from cable box but are still available in the app

Hey there, @user_pqli3a! We appreciate you reaching out with your recent issue encountered with the disappearance of "Favorites" no longer showing on your cable box. Could you please follow these steps and let us know if this helps? 

-Go to a channel

-Open its info or highlight it
-Remove/re-add it as a favorite to force the list to refresh

I've tried that with multiple channels, and it doesn't make a difference. The channels that are re-added show up, but the other channels that were previously available are still not present. 

Same issue here. The streaming app on my computer has all my favorites, but my TV boxes are all missing my Favorites. And trying the "Add" a channel to Favorites, adds only the one channel selected without refreshing the rest of the Favorites. 

Sorry but this has to be one of the worst snafu's done by a programmer at Xfinity and pushed automagically out to everyone. I pay too much for a service to do something like this. 

Happened to me just now. How do we fix this? A very big programming error for the price we pay. 

Makes no sense but it seems everyone had the problem. I had to go through and choose favorites again. A pain to go through all the channels again, but it did save. 

Still having the same problem - no favorites after a reboot and refresh. 

My favorites on my guide are gone, but when I go to the app they show.  What’s going on and will this be fixed or post here how to fix it it please.  

Same issue here. No favorites on X1 box. Favorites show in app. 

Same issue as everyone else. This is not a one off thing. App shows favorites, channels are still showing marked as favorites, but no favorites guide. 

Same thing happened last night. Thought it would be fixed by morning. We rebooted. We added an individual favorite to see if it resets. Nothing. 
This is a system problem. Please fix ASAP. 

how do you view comments!?!?!

Spectacular customer service fail. Apparently you pushed an update which irrevocably cleared customer favorite lists, with no way to undo that mistake. Excellent disdain for customer experience that you would push such a fatally flawed update across your system. Are you actively trying to lose set top customers? I know I'm old and out of date but I pay you a lot of money anyway -

Only the favorites choice under GUIDE appears to not be working. I get a help screen on how to add favorites to the list. This is happening on both boxes, so it is a XFINITY problem. I have taken the batteries out of the remotes, rebooted both boxes, refreshed both boxes, and unplugged both boxes multiple times. Now, my favorites have totally disappeared. I have tried adding back former favorites. One added back. Another reason to walk away. 

I had the same issue, and noticed it about 2 days ago.  All Favorites on desktop app show as normal, but gone on all of my TV boxes.  Tried a System Refresh but no change.  

I am also noticing some strange behavior, as I try to manually add channels back in on the TV, some come back in and some don't.  I thought the quickest fix is to toggle them back in on the desktop app since it's much easier than using the TV remote, but some add in and some don't.  Nothing is 100% consistent. 

I use the "Favorites" as a way of filtering out channels I don't want to watch such as channels in a different language, and I am inclined to watch only about 30% of available channels.  What a pain in the neck.

Can a rep from Customer Service please give us an update, acknowledging the issue and maybe giving us a time estimate of when this will be fixed?