J

Visitor

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3 Messages

Sat, Apr 17, 2021 11:58 PM

Program Guide not updating

Lets try again:

I have no program guide. We lost it gradually over the last few days. Now nothing but "To Be Announced" and the time shows "12:00m". I've pulled power and reset both boxes several times and waited over 24 hours with no luck. I've tried this a couple of times over the last few days. In reading the forums this appears to be a common problem with the older non X1 boxes - saw a post from mid 2020 from a tech that said there was an internal email saying this was an issue. Is there something I can do to force the guide to update besides a reset?

XfinityBrie

Official Employee

 • 

387 Messages

6 m ago

We’re aware of an issue affecting all legacy TV Boxes (non-Xfinity X1 / non-Xfinity Flex) where customers are seeing “To Be Announced" in the on-screen guide for all programming more than four to five hours past the current time. 

 

We’re working to resolve this issue, but it will take several days for the programming data to be refreshed across all equipment and divisions.

Visitor

 • 

3 Messages

6 m ago

Thank you for the response. However, I don’t have any programming info since resetting my boxes. Will this “fix” currently being implemented also address my completely missing program info?

(edited)

XfinityBrie

Official Employee

 • 

387 Messages

It's my pleasure! Based on the information I currently have available, it would. We've had luck with some customers equipment by sending provisioning and re-activation signals to them from the back end. If you'd like, I'd be happy to assist with that today. I would ask you start a peer-to-peer message so we can best assist. 

 

1. In the top right corner, you'll see a little chat icon. Click this "Peer to peer chat" icon or follow  https://comca.st/32znC5a
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond.

 

Please include your name, the account holder name as it appears on the account (if different), and the current service address.

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