Northpaw68's profile

New Poster

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4 Messages

Mon, Sep 27, 2021 3:37 PM

Xfinity Guide had wrong info, program didn't record

Today the Xfinity Guide shows "KPIX 2:00pm news" at 7:00am instead of the daily CBS Mornings.  Because of this, CBS Mornings didn't record.  This has happened several times lately with different programs and channels.  Who is responsible for these kinds of errors?  Is there actually a person typing these things into a database?  It's ridiculous, and for the money we pay Comcast every month this simple service should be seamless.

Responses

dcfox

Contributor

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379 Messages

19 d ago

Comcast gets the guide info from a third party vendor. 

Regular Visitor

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4 Messages

19 d ago

Does anyone know who is that third-party guide vendor?

Official Employee

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247 Messages

17 d ago

@Northpaw68

Thank you so much for reaching out to us!

First of all, we apologize that the recording you wanted to see was incorrect. My family has favorites that we love and would be sad to miss any of them. With guide information, this can be incorrect due to a network changing the scheduled programming with too short of notice for the guide to be updated in time. This can cause it to be inaccurate from time to time. I can appreicate how this can be an inconvenience and make recording the program you want to watch difficult but we make sure that networks are aware of this potential issue and try to limit how often this happens.

New Poster

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4 Messages

@XfinityDevinC. 

You know I hate to be rude, [Edited: "Language"] We're talking about a program that occurs every day at the same time and has for literally decades.  It's the CBS morning show.  Granted, they recently changed the name and viewers were advised to update their DVR settings.  But that was weeks ago.  Your guide showed a completely different program at that time.  The name of the program in your guide included the time of that program's airing which proved it should've been 7 hours later.  

My complaint is really that as customers we have no recourse in this situation.  Others have commented that you use a third party to populate your guide.  That's not helpful, unless you can provide us with the name and contact information of that vendor so we can issue our complaints to them.

(edited)

Official Employee

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247 Messages

@Northpaw68

Thank you for reaching back out! It sounds like you have been in a habit of recording this for a while and its obviously something that you enjoy watching often. We never want this type of issue to occur so you can fully enjoy your service.

With guide programming, this is managed by a third-party vendor however, we don’t have contact information to provide for them. On screen data is collected and sent to them by networks who, in turn, provide those listings to multiple platforms. Comcast and other cable providers are not permitted to change the channel listings provided, regardless of ownership. Once the network sends their programming schedules to this third part vendor and they are able to update that, the guide will also be updated. This is strictly talking about the content that is updated in the guide.

If you are having other concerns such as an error like, “To Be Announced”, or “Program Information Is Not Available”, then we would want to troubleshoot that on our end. Have you seen any errors similar to this?

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