MLB EXTRA INNINGS NOT RECORDING

@XfinityStephanieK​ 

I had a service tech at the house yesterday.   He said it is nothing on this end and wrote up a ticket for the X1 platform technical team to address.  

1.  Guide shows Cubs games on 3005.  Attempt to set a series recording and choose the team Chicago Cubs live games only.   Go back to the guide and the series recording shows up on the channel of the team they are playing NOT 3005

2.  Only scheduled series recordings show for just the 2 or 3 games the Cubs play those next 2 or 3 days.

3.  No recordings on guide or on scheduled listing after those games.

4.  If choosing all programming instead of live games only, I can get more games to record  but the majority of them are not recording on 3005.  For the next 2 weeks only one game was going to record on 3005.

5.  Currently only way I can get the games to record on 3005 is to individually set up to record 1 game at a time which is a PITA.

FWIW we tried setting up a different team Using the same steps and got the same results. 

Thank you for the details! We'd be happy to check on the status of the ticket that the tech created to make sure it's being addressed properly. Can you send us a direct message with your first and last name and service address by clicking on the "Direct Messaging" chat icon in the top right corner of the page, then click on the pen and pad icon and enter "Xfinity Support" in the "To" section of the chat.

@XfinityChe​ sent dm as requested 

Thanks so much for sending us a direct message with your account information Deborah. I appreciate the opportunity to review the ticket. I see your issue has been referred to our Support team. However, at this time we do not have any updates to provide. I'd like to keep an eye on the ticket and reach back once we have additional information. Would that be okay? 

@XfinityDilary​ I would appreciate that 

 I have the same issue as @grossbl and @angiebaby161. The MLB extra innings guide is inaccurate because it only occasionally shows the Yankees games that are airing. If I turn on ch 3019 during a game I know is being played but that the guide doesn’t display, I can watch the game.  I have set up a series recording for Yankees games only to find the Yankees games missing from scheduled recordings, or as @angiebaby161 reported, find they’re recording on the opposing team’s channel feed (where the game may or may not be listed in the mlb extra innings guide on the opposing team’s channel).  Last night I recorded the Rays at Angels game from the Rays’ channel feed (because the Angels’ play by play guy is annoying) and the recording STOPPED abruptly in the 7th inning, even though I had set the game up to record two extra hours because I’ve been hosed when I rely on the “this game will record to the end no matter what the time slot says” message. So I didn’t get to see Shohei Ohtani’s first grand slam in Anaheim stadium… grrr.  I pay Comcast hundreds of dollars a month for the ‘privilege’ of being bundled, and to watch baseball.  Please make it better.

@grossbl. We are aware of this specific issue and are working on a fix. I would be happy to reach out when I see an update or a resolution. 

Reply to us all.  We have basically told you what needs to be fixed.  It shouldn't take this long

@user_8bfa34​ This is not on Box problem! There is nothing to fix in our homes. It is on the digital broadcast side. What they are showing on the Guide snd the recording settings are not working.  Maybe we need to complain to MLB too.

I have called MLB.  This is squarely an Xfinity problem.   We need to start asking for credits since we are not getting what we are paying for. 

@user_7e8501​ We are having the same issues.    Some of the games (sometimes) on MLB Extra Innings show a title such as, "Los Angeles Dodgers at Chicago Cubs" at the correct starting time and you can choose to "Watch" or "Record".   But many of the games at the start time just show a title of "MLB Extra Innings" and all you can do is watch the game live.    We have even given up on some occasions as we clicked on the channel we wanted to watch a few minutes before the start of the game and there was just the list of games that day and we thought that we were unable to even watch the game.    There doesn't seem to be any 'rhyme or reason' to this issue.    We are considering canceling our MLB Extra Innings subscription and asking for a refund.    Are you listening, Xfinity??

Hey there, @user_7e8501, thanks for reaching out through Xfinity Forums! I apologize you aren't enjoying your MLB Extra Innings pass! We definitely want to make sure you are getting the most out of your pass and you are watching all the big games! We would be happy to help with troubleshooting. You have reached the right place! 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

@ssfletch, Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

@LihauM​ it is not MLB.  I have called them.  This is squarely an Xfinity problem.

Hello and thanks for reaching out, @bbrooks22. I am sorry to hear that you are still having issues with your games recording correctly. I would love to get your account pulled up so we can do some troubleshooting and see about getting this resolved. Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

• Click "Sign In" if necessary 
• Click the direct message icon
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message 

@XfinityAaron​ If you're able to fix bbrooks22's  problem, then let the rest of us on this thread all having the same problem know what the solution is.

@XfinityAaron​ I just did this. But it is not a problem on my side. It is a problem on XFINITY side. I have service in 2 states. I looked at the guide for Florida & Virginia- both are the same. Both show no games on the guide. Without seeing the game on the guide the dvr does not know there is a game to record. I know a game is on right now 8:57 Atlanta Braves channel 3002. I can enter that channel and view the game. Please correct the guide to reflect every game every day showing on the guide at the appropriate time. 

Hello, @careyw. We never want you to miss out on a second of the game. If you scroll up, XfinityJessie has shared an official solution to this. Please let us know if you encounter any more troubles with your recordings. We're here for you!

@user_12a993 -  We never want for you to miss a game or recording! Thank you for letting us know. Let's try a few quick and easy troubleshooting steps which should help.

To start, please log into the Xfinity My Account app. When you open the app, tap TV on the Overview screen. Next, tap on the DVR  and tap Troubleshoot for other issues. Most service issues can be fixed with the steps listed in the following screen, but we'll go ahead and perform a few quick checks and tap continue. In the following screen we'll want to choose a System Refresh.

A System Refresh can take up to 20 minutes, and fixes errors and problems with missing channels, On Demand, DVR, and more. I wanted to also share this informative article which provides more details about setting a manual channel recording on X1 which may help in the future. Please let us know if this helps!

Hi XfinityThomasA- we did all of that on Sunday, and were on the phone with Xfinity for at least an hour while they tried a variety of things to fix it and nothing worked. It is not an individual customer issue - it is an Xfinity issue!

Thank you for letting us know you attempted those troubleshooting steps. We'd like to look into this further. Can you please click the Direct Messaging icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first and last name so we may further assist you.