Twoinch's profile

Contributor

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38 Messages

Sunday, November 24th, 2024 4:43 PM

Guide Changes Page by Itself

For probably the last two weeks when I'm scanning the guide with the remote changing pages on the guide it will suddenly change the page by itself back to the page I started on. This happens on both remotes with both boxes on both TVs. It's frustrating that you're scanning down or up on the guide checking to see what's on and the guide jumps to a different page on it's own. How do you get this to stop? I've reset both TV boxes but it doesn't seem to help. What's nex?

Contributor

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38 Messages

9 days ago

Still hoping for help. Anyone from Comcast out there to help?

Official Employee

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1.7K Messages

Greetings, @Twoinch! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about this channel guide issue. You have definitely come to the right place for assistance.

 

Can you tell me a little more about what's happening? You mentioned the guide was jumping back to the first page, which may just be a normal refresh, but your cable box should only be refreshing the guide data every few minutes. How often would you say this happens? Does it jump back every time you try to page down, or is it more random? Are you looking through all channels when this happens, or do you have a channel filter in place?

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Visitor

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1 Message

I have the same problem. If I page down the guide it will revert to the first page after maybe 25 seconds or so. This began about a month ago. Renders the guide pretty useless.

Official Employee

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1.1K Messages

 

user_fb20d9 Can you please try to reset your cable box as well as troubleshoot through our Xfinity app? Let us know if this works. 

 

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 a reply as the Accepted Answer.tick

Contributor

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38 Messages

Since it seems that resetting the box is a common solution, like when we lose all audio on all channels on the box in my bedroom, I have tried this already with no success. Any other suggestions? Maybe whenever there's another update they'll be fixed? I've got my fingers crossed.

Official Employee

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1.7K Messages

 

Twoinch Thanks for reaching out about troubleshooting when a box has a problem. Other than starting with a reset, have you used the app to troubleshoot? It has many functions to help fixing problems. 

 

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 a reply as the Accepted Answer.tick

Visitor

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1 Message

4 days ago

I have the same problem using page up/down. Seems totally random when it wants to go back.

Regular Visitor

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7 Messages

3 days ago

Don't read the Tier I support rep responses here - they always state to restart your box.  And that doesn't work.

I've had this guide jumping problem for several months and nothing resolves it.  Resetting the box doesn't work.  Since many people seem to have the problem now, it is probably an xfinity software patch that either removed Guide setting options or changed the software coding in the box to a generic 25 second view of the channel guide - and then do the jumpy thing back to the channel guide screen for the current channel being watched on your TV.

It is irritating, especially when scrolling through many channels or trying to read a description for a show, only to have the guide jump back to the screen for your present channel.

And it doesn't have anything to do with Favorites or Guide views.  It happens when using the Up-Down option on the remote to view channels.  And one commentator said it happens after about 25 seconds.  I timed it.  It is just about 25 seconds.

The AI on my Google search told me to press the xfinity button on my remote, select Settings and then Preferences and look for Guide settings.  There are NO guide settings other than an option to select the different Guide views (All channels, HD, kids, etc).

I suspect there was a more detailed guide settings option at one time, and a software update removed that option.  Or there was no guide setting option, and xfinity, through one of their software updates to the cable box, established a time limit for guide view without anyone's knowledge.  And now we get this jumpy channel guide nonsense which causes everyone to have to remember how far they scrolled through the channel guide and quickly go to that to continue reviewing additional channel line-ups. 

I will be surprised if this is ever fixed because it doesn't have anything to do with shareholder dividends.

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