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Visitor

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19 Messages

Tuesday, November 12th, 2024 8:27 PM

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I can't remove premium movie channels from my favorites list after canceling premium movie subscriptions

I can't remove premium movie channels from my favorites list after canceling premium movie subscriptions.

I cancelled all my premium movie subscriptions 40 days ago and cannot remove the channels from the Guide/Favorite channels listing. 

The option to "Remove Favorite" no longer appears after canceling the movie channels. I have tried everything I could think of and nothing works.

I tried the cable box System refresh option 3 times and they did not work.


These channels are still marked as favorites and there is no option to remove them.
The only options are to subscribe or get the channel info but no "remove favorite" option.

More than 20 people on your TV forum that say they have the same problem and your only option
to correct the problem is to send a direct message to Xfinity support.

I sent the request to remove these channels by direct message. I was told that i needed

to ask the question in this forum before the problem can be fixed. So here is my forum post.


Here are the movie channels that I need to remove as favorites ...

MGM+ 536
HBO 801
The movie channel. 847
MGM+ hits 1873
MGM+ marquee 1874
MGM+ drive-in 1875


Thanks.

Question

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Updated 

9 days ago

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XfinityLinda

Official Employee

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1.4K Messages

12 days ago

Thank you, @user_f635df, for connecting with us here in our Forums about the trouble with your favorites. We will gladly look into this and see how we may assist in getting your favorites list corrected for you. You have the right team for guidance, and we appreciate you working with us today. Do you have just the one TV/cable box in the home or multiple? If multiple, are you attempting the fix on the main cable box? 

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user_f635df

Visitor

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19 Messages

I have 2 cable boxes. I tried to "remove as favorite" on my main box many times over the past 40 days.

I just now tried to remove the channels on my 2nd (smaller) cable box and it's the same as the main box.

There is no option to remove the channels as favorite channels on the 2nd box

I just now checked both boxes channel list and both show the cancelled channels are still marked as favorites.

12 days ago

0

XfinityLinda

Official Employee

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1.4K Messages

@user_f635df Thanks for sharing what you have done so far to try to remedy this. I'd like to send a signal to your cable boxes to refresh the services. Once we do that, I'd like to check to see if the channels drop from favorites, or if you can remove them at that point. Is now a good time to do this? This would interrupt any recordings and TV viewing for just a few minutes while the service shuts down and restores. 

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

12 days ago

0

user_f635df

Visitor

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19 Messages

You can reset my cable boxes now. Thanks for your help.

12 days ago

0

XfinityLinda

Official Employee

 • 

1.4K Messages

You're welcome! @user_f635df, I just sent the signal to the main cable box. I'm not sure if you saw it restart. If you have not, will you please unplug it from power for about 20 seconds, then reconnect it. Once the cable restores, please recheck those channels for me. Or attempt to remove the favorite once again to see if it comes off.

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

12 days ago

0

user_f635df

Visitor

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19 Messages

I have both TV on now and they didn't restart. I am now going to unplug both boxes now. I will check both the channel guides after they reboot.

12 days ago

0

XfinityRay

Official Employee

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2.2K Messages

12 days ago

Really great job troubleshooting all of this! Thank you! We may need to open a ticket for this. I am going to meet you back in Direct Message. Look for my new reply there, please. 

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user_f635df

Visitor

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19 Messages

I have a lot of my favorite TV shows that will start recording from 7pm to 11pm Pacific time.

I can still do more tests for the next 30 minutes. After that we will need try to fix this tomorrow after 11am Pacific time.

(We have been working on this for more than 6 hours.)

Thanks for your help.

12 days ago

0

user_f635df

Visitor

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19 Messages

I just got a message on my TV that says ""Sorry there has been a problem" (6:17 pm Pacific)

let me know if you want me to reboot. It hasn't been automatically rebooting during the other tests.

Let me know if you want me to remove the power plug.

12 days ago

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user_f635df

Visitor

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19 Messages

9 days ago

Thanks for fixing my problem with the favorites list. Last night's cable box update added a "remove favorite" option on the channels information tab for channels i no longer subscribe too.

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XfinityShawn

Official Employee

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1.1K Messages

9 days ago

@user_f635df My team is thankful to have this resolved as our Advanced Repair team worked hard on getting a resolution for you. Take care, and have a great weekend!

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