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user_0810e9
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1st Topic

Visitor

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12 Messages

Sat, Aug 14, 2021 2:32 PM

Guide content error

I have a guide with the NBC Nightly News appearing twice, 4:30 and 5:30. Only 5:30 is correct. How do I report such a problem to someone who might be able to comprehend it? Chat agent had no clue; was fixated on telling me how to delete a recording. This is a guide content management problem.

Question

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Updated 

2 m ago

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XfinityChristina

Official Employee

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435 Messages

2 m ago

Hi, @user_0810e9. Are you noticing this issue just the one time, or are you noticing this issue frequently. If it was just the once, we can call that a fluke, but if this is ongoing, we'd need to run through a few steps to troubleshoot your box. 

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user_0810e9

Visitor

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12 Messages

@XfinityChristina already went through troubleshooting steps with multiple service reps, most being clueless (especially on Chat). The last one (in a domestic call center) understood the problem immediately and escalated the ticket to a programming team, suspecting (as I did) faulty scheduling input from content provider (NBC). The problem is still unresolved.

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2 m ago

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XfinityAlyssaA

Official Employee

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339 Messages

I'm glad to hear you were able to get the issue escalated @user_0810e9, that's great to hear they were able to get it to the proper team and we hope the issue is resolved soon by NBC. If there is anything else we can do to assist, please let us know as we are happy to help. 

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2 m ago

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KT128

New Poster

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2 Messages

2 m ago

Today the whole lineup on Guide for one channel is wrong.  Is there a place to report this? 

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XfinityAmira

Official Employee

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2.5K Messages

Hello @KT128, thanks for reaching out on our Forum page and bringing this concern to our attention. I know how useful the guide is when it is correct, so we definitely want to get this reported and fixed. You have reached the right place and we can definitely get this reported for you. Now that it has been a couple of days, are you still running into this issue on that one channel? 

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

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2 m ago

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