3 Messages
favorites disappeared from cable box but are still available in the app
The favorites have disappeared from cable box but are still available in the app. I have rebooted and performed a system refresh to no avail.
3 Messages
The favorites have disappeared from cable box but are still available in the app. I have rebooted and performed a system refresh to no avail.
user_qrip0f
Visitor
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2 Messages
2 days ago
I have the same issue here on set top box - no favorites but streaming app shows my favorite channels list. Xfinity needs to send a notice on the tv box to all customers and then push the update correcting this. What is the timeframe for this correction?
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user_yme650
Visitor
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5 Messages
2 days ago
Same issue this morning, all favorites gone. Fix this please. Diamond level user.
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user_7mm355
Visitor
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1 Message
2 days ago
After spending an hour last night on the phone with Xfinity L1 support to no avail I figured this out this morning. Here is the true fix.
1. Basically what they have done in their infinite wisdom is deleted your favorites. And since your default view is probably set to favorites that’s why you’re getting the pop-up and no guide to display. The fixed is as follows, but it takes a bit.
2. Go to settings, preferences, and set your default view to either all channels or all HD channels as I did. Then your guide will work.
3. At this point, your guide will work well displaying all channels. So reset all of your favorites which will do it for all TVs in your house.
4. Then go Back to settings, preferences, and set your default view back To display favorites.
THIS WORKS!!!!!!!
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user_yme650
Visitor
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5 Messages
2 days ago
Just got off the phone with "Mark" in customer service who after confessing that this was a system issue with Comcast/Xfinity thanked me for being a Diamond member and tried to upsell me faster internet despite my repeated statements that all I needed or wanted was for them to fix the favorites issue. Typical Comcast "service" [Edited: "Profanity"]. Looks like we're stuck adding favorites one by one as described above. 11 years a Comcast customer even though they continue to try my patience on the regular. As a practical matter finding a different provider, then changing everything (TV, VoIP and Internet) would be more of a headache than putting up with Comcast's incompetence and indifference. [Edited: "Politics"]
(edited)
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wgmarq
Contributor
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15 Messages
2 days ago
Come on Xfinity, you broke it you should fix it. The data is still out there as everyone can see their favorites in the streaming app but not on the set top box. I really don’t want to spend an hour adding them back in.
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larissaej
Contributor
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36 Messages
2 days ago
Another lesson in why we test before we push to prod, right Xfinity? Who wrote your test scripts/test plan? Or do you even have QA anymore?
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glassanturn13
New Poster
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2 Messages
2 days ago
Lost mine today!
Any solution?
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user_a8ev1s
Visitor
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2 Messages
2 days ago
Like others, favorites gone from box. At first glance, I thought my favorites remained in streaming app, but upon closer scrutiny, only some remained. Dozens have disappeared.
It's going to be a [Edited: “Profanity”] to recreate my original favorites, and I wish I could feel more confident that if I bother to do that, they won't be all [Edited: “Profanity”] up again by tomorrow.
(edited)
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kgb_agent
Regular Visitor
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3 Messages
2 days ago
I went online and requested a System Refresh. Favorites are now back. Go to their website, select Contact and Support, then Fix An Issue, then choose System Refresh. Took about 5 minutes or so, then voila.
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user_a8ev1s
Visitor
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2 Messages
2 days ago
I hadn't gotten around to doing anything about it, and just now notice that everything is fixed. All my favorites are back via both the box and streaming. 👍
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user_wfrtsu
Visitor
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1 Message
2 days ago
Same problem for 2 days. Input all favorites again but the other ones that are not favorites are there also
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user_xbcgwk
Visitor
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2 Messages
1 day ago
9/19/26: same issue, spent literally hours trying to resolve this. One agent after an hour researching said box was fine, is system issue (this is after the usual frustration of trying to get an agent from their automated assistant who is no help)). A second agent (after the same frustration going through the automated assistant) said my box needed to be replaced. So yesterday I drove to Xfinity store, got new box and installed it only to still have favorites missing. I have a couple hundred favorites because it saves me from cycling though all the channels I don’t watch. I could have just re-added them in the time I wasted trying to get Xfinity to solve it. But some folks here have said that reloading favorites does not necessarily stick. At this point I have no other option. Xfinity closed out the chat saying my issue was solved, and sent me a text also. Had the nerve to ask me to rate the experience. Since a lot of folks don’t use their X1 box, I can only assume the systems folks aren’t making this a priority to fix.
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user_xbcgwk
Visitor
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2 Messages
11 hours ago
9/21/26: turned on the cable last night and it was fixed. I did not have to go through the process of re-setting my favorites.
(edited)
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Xannoyed
New Poster
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10 Messages
10 hours ago
My favorites also seem to be back. It was a stepwise restore for me - some favorites came back, then seemingly all but without the star markers, and finally today I see the star markers returned. Thank you Xfinity for finally putting this right but please institute another layer of QA prior to pushing further updates -
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user_bfhepg
Visitor
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7 Messages
9 hours ago
I got mine back back as well without any further action on my part. I noticed it the night before last. One strange thing though is I have a few channels that were not in my Favorites prior but are showing up when in Favorites view even though there are no stars next to them like the others. It's not a big deal though and glad to have the rest of them back intact w/o having to to them manually.
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