U

Visitor

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4 Messages

Fri, May 6, 2022 4:38 PM

Closed

Can Xfinity remote "Channel Up/Down" button be programmed to only scroll "free to me" channels?

My elderly father, can't use the the channel guide and only uses the channel up/down to navigate.  When changing channels this way it includes all the channels that we are not subscribed to.  This is a very unusable experience. 

I've seen other posters also asking this question earlier and there wasn't a working solution at that point.  Has this feature been updated?  I'm considering switching to Satellite because of this one issue.

https://forums.xfinity.com/conversations/x1/can-xfinity-remote-channel-button-be-programmed-to-only-scroll-among-favorites/60334b8dc5375f08cd731034

Official Employee

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409 Messages

7 months ago

Hello there, and thank you for bringing this to our attention through our Forums, and thank you for your patience while awaiting our response. I understand that you have some concerns, regarding the platform that your father is using for his TV services, and if it's causing any confusion, I can certainly appreciate the effort to reach out, to see what can be done. Rest assured; you're with the pros, and our Digital Care Team of corporate specialists are here, every step of the way!

 

Is there an issue with the navigation through the X1 guide itself, or is the discomfort in seeing channels that you're not subscribed to, specifically? I have attached a link below, which may provide you with some steps on how this can be tailored to your preferences. Please let me know if this was helpful, and I will be standing by! 

 

Filter Your X1 Onscreen Guide:

https://comca.st/3P7SCjO

 

 

 

Contributor

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691 Messages

@XfinityTyler​ you didn't read the situation..... the father won't/doesn't/can't use the guide

Visitor

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4 Messages

6 months ago

The guide is great... but it's too complex for him.  We like Xfinity a lot except for this one thing. 

* We only want to navigate with channel up / down buttons on the remote and only "Free to me" or "Favorite" channels

(edited)

Official Employee

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903 Messages

Have you tried hitting, guide, guide then selecting the free to me option on the screen? That should allow you to go through those specific channels. 

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Visitor

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4 Messages

That doesn't work.  Channel up/down will still scroll through all channels (including outside the free to me).

Contributor

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691 Messages

6 months ago

when 99.9999% of the people want advanced and more complex technology, it becomes more difficult for the old-timers to keep up, 

it's like he can only handle:

ch up/down

vol up/down,

and the power button

which satellite provider promises do to exactly what your father needs? I have played with directv and dish network boxes and have never seen them do what you want them to do

setting favorites and channels is a GUIDE thing, you have to use the guide for that to work

what it seems you want for him is to hit the CH UP button and the box will NOT go from say 234 to 235 (if he does not subscribe to 235) , but from 234 to whatever the next channel he subscribes to.

As a person that has has cable/satellite for over 45 years (starting when I was a little kid) - I have NEVER run across a scenario where what you want has been available, 

if you are on 234 and hit CH up, you get channel 235, whether you subscribe to it or not.

you want to go to the next available channel you subscribe to, then utilize the guide.

Which one will be less frustrating for the old timer: learning how to use a guide you set up for him,. or repeated hitting of the CH up button through the non-subscribed stuff until he gets to a channel he does get?

Another solution is to write a super huge check every month and subscribe him to EVERYTHING, whether he wants it or not (and if you can afford it)

(edited)

Visitor

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4 Messages

@billmich88888​ 

You're right that I need to try out the satellite providers and see if they do provide that functionality. 

Nevertheless, it would be a good feature for customers who are impaired in some way.

XfinityRaul

Official Employee

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812 Messages

Hello, @billmich88888. I'd like to thank you for making us aware of this channel lineup issue you and your father are facing. I appreciate you taking the time to help him set up his guide.

 

The channel lineup should align with the settings you've selected for him. Can you please review this link to confirm we didn't miss any steps during the process https://comca.st/3GxZhA8. I'll be on standby if you have any questions.

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

Contributor

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691 Messages

@XfinityRaul​ uhhhhhhhhhhhhhhhh it's not me and MY father....

you need to re-read the thread better

Visitor

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2 Messages

6 months ago

I have the same issue with a relative that has dementia.

All modern remotes for TVs and cable boxes have too many buttons and functions for him to manage. He starts pushing buttons at random and will soon have things messed up to the point where I have to go over to his apartment and reset things.  A simple remote with just on/off, volume up/down, and channel up/down solves the too many buttons problem and prevents him from messing things up. Unfortunately, using that remote is a problem when there are tons of channels that he has to go through using the channel up/down button.

Clearly, the Xfinity folks answering these posts are stuck on the "use the guide" answer. If there is no way for the channel up/down button on the remote to only scroll through the channels listed in the currently selected guide view, a feature request should be submitted to make that possible. In my opinion, that makes the user experience better for folks that are impaired and it saves the people that support them a lot of frustration. It even makes the experience better for someone that just wants to channel surf across their favorite channels.

Contributor

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691 Messages

6 months ago

To be fair, overall customer satisfaction is going to plummet if 'developers' cater to the dementia segment of society.

That being said, a special remote that has to be special ordered just for this segment of society would go a long way in overall goodwill, and reducing headaches for caretakers.

God Bless the caretakers, it must take patience and resolve that I cannot comprehend

Visitor

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2 Messages

@billmich88888​ 

I don't see this as catering to a dementia segment of the population.

When there are dozens (hundreds?) of channels available and the channel up/down button makes you scroll through all of them all the time. It pretty much makes that channel up/down button useless for everyone.

Special remotes with only a few buttons are available. Unfortunately the channel up/down button on them just send the same codes as the Xfinity remote channel up/down and it scrolls through all the channels all the time. No business analyst will make a case for Xfinity, or any provider to create a special order version of a remote to accomplish what is being asked for when third party options are available for under $20. 

This is just software we're talking about. Limiting the scope of the channel up/down button to channels in the currently selected guide view could accomplished by a setting in preferences. Most of the TVs I have used provide the ability to create favorites or hide unwanted channels so the channel up/down button on the TV remote steps through only the desired channels.

Visitor

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2 Messages

2 months ago

Yes!  I am running into this situation with my parents.  It would also be less stressful if these questions were answered by humans or people that understand what's being said.  The responses about the guide over and over again were ridiculous. 

Rustyben

Expert

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24.5K Messages

2 months ago

One solution is to obtain a simple DTA box that will not be known or see the subscription services nor have a voice remote. it uses the simple xr2 remote. another is to put up an antenna and use the channel tuner in the TV.

Visitor

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2 Messages

@Rustyben​ radios have been able to have “favorite” stations for decades. I can’t believe xfinity can’t catch up with that technology. My dad still wants to watch the history channel etc so using an antenna or having reduced channel options shouldn’t be the only option. I’d hope xfinity would find a solution. There are many people with brain injuries, dementia etc that could use this solution. Ty for the response though.  

Rustyben

Expert

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24.5K Messages

the menu can be set for favorites and the remote used to point and click but having had experience with 2 aging relatives who lived with us with their dementia until they died, there is no solution other than using the favorite menu until the disease progresses so far that that ability is lost. ended up putting the TV on TV land or antenna TV and they watch what is on. My best wishes to you on this problem.

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