Recently Viewed Folder Has Disappeared

Hi there, @user_84baab, thank you for taking the time to reach out to us through our Xfinity Forums. I understand how annoying it would be to not have the options to view your recently watched OnDemand content. Are you also using a non X1 TV box?

I am also using  a non X1 box

Hello, @Bulkington. Have you tried a system refresh?

A single folder disappearing from a menu is not a "me problem".  As luck would have it, there was a power outage so, yes, the box has been restarted.  The folder remains MIA; channel 1995 returns "This set-top box is good to go". 

@Bulkington  To confirm, you have a non-X1 box correct? Are you seeing this issue across all the boxes in the home? Is this the only feature that has gone missing that you can tell? 

yes non-X1, missing folder is the issue

Has a ticket been opened?

Got it, I just wanted to double-check. This does appear to be a known issue for non-X1/Legacy Equipment. It seems this started a couple of days ago, and we've been working to get this fixed. I don't have an estimated resolution time, but I can assure you it's being worked on currently and we are aware of the error. @Bulkington

Hello Rosedale1 thanks for posting here with this concern. We are more than happy to get this resolved for you, can you tell us if you have this same problem outside of watching on demand content? Do you see any content when you click "last" on your remote? 

Thank you @Rosedale1 for your time and patience today. I'm truly sorry for the inconvenience you are experiencing with your recently viewed folder disappearing. Have you performed a system refresh by going into settings, help, and then system refresh?-Richard

I have a nonX1 box and don't have the options you've listed for a system refresh.   Has this problem been reported to Technical Support as it's affecting multiple customers. 

Thank you for clarifying, @Rosedale1. I'm sorry to hear you're still having issues with your On Demand folder, but you have definitely come to the right place for assistance.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

Thanks but the last time I went thru secret messaging,  nothing was resolved because the problem (like this) was a nationwide issue.   And, the Xfinity person remotely messed around with my settings which resulted in my TV picture shrinking to 1/4 of it's size.   Try messaging someone else on this post and they can let us all know if it worked. 

I understand completely. I am here for your support. If you'd like to look into these issues, or if you have any questions about your options, please let me know. If you have an older (non-X1) cable box, there's a chance it could be reaching an "end of life" status, which can cause certain features like On Demand and Pay Per View to stop working. You will usually receive notifications about this well ahead of time, however, so you can make arrangements to have older boxes replaced before any changes occur.

@Rosedale1   I'm sorry to hear you're experiencing issues with the recently viewed folder. We'd be happy to help. If a refresh and restart has not resolved the issue, please send us a DM so we can go through the steps to submit a ticket for the issue. 

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 - An "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
See https://comca.st/3KQF8q9 for an example.

it would be nice if you or someone  at your esteemed corporation would provide an update.

This is not a moonshot you're fixing.

Apologizing ad nauseum does not constitute customer service.

Please note this post is FIVE days from your original post.

Thank you Official Xfinity Employee.

Thank you for your feedback, @user_8c873a. We are aware of this issue impacting our Non X1/ Legacy TV customers, and apologize for the inconvience this has caused. While we don't have an estimated time of resolution to provide at this time; please know this is important to us, and we're working towards resolve this as quickly as possible. In the meantime we recommend navigating On Demand by using the search function. Thank you so much for your pateince and understanding.

@user_bb8316​ 

i spoke with someone, a senior IT person, god knows where but not here, two days ago. she said i would have an email in my account when it was fixed. she offered and gave me a 15 dollar credit. you should do the same just for the aggravation of dealing with them. 

[Edited: "Inflammatory"]. But there are so many

just tried to check their email in my account. It won't open.

@user_bb8316​ 

If you have a tv that will take a new box, why don't you switch? i don't mean because of the missing "recently reiewed" but the boxes we have now will be phased out so well have no choice. It was supposed to happen years ago. I had a comcast agent who helped me on the phone but she left the company. they're downsizing support as you can tell.

and with all this aggravation you could probably get new free upgrades. they started to offer me that on the phone. 

Hi there, @thanku10, thank you for taking the time to reach out to us through our Xfinity Forums. I understand how frustrating it can be when changes are unexpectedly made. I would like to review the account as there have been some changes to TV boxes recently. Please send us a direct message with your full name and service address. 

Here's the detailed steps to direct message us: 

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon (upper right corner of this page)

 • 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

You KNOW what the problem is.  I spend an hour with a customer service rep yesterday for the exact same issue. 

The "Recently Viewed" menu choice has disappeared on old boxes.

What don't you understand?  

@XfinityValerie​ I just checked my on demand today and recently viewed tab is back!