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6 Messages

Thursday, April 28th, 2022 6:58 PM

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Netflix no longer playing previews on X1 box

While I'm browsing on Netflix through Xfinity on my X1 box it no longer shows previews. It's set up properly through Netflix to show previews. It works in my bedroom but not on my X1 box. I reset Netflix, checked all my setting to play previews  & did a full system restore No luck

                                                                                       HELP!!

Question

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Updated 

3 years ago

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CCChristopher

Problem Solver

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577 Messages

3 years ago

@user_df3b9c Hello and thank you for reaching out over our Xfinity Community Forum. I am so sorry to hear that you are experiencing this Netflix issue, that would definitely be frustrating as I also need to see the previews of the movies and shows, or I have a much harder time finding things to watch. I would be more than happy to help in any way I can in getting to the bottom of this, no problem. So on the X1 box in question, is Netflix giving the option to watch the preview or the movie or show you are currently hovering over, and the previews are just not "autoplaying" like they normally do when you stop on a selection for more than three seconds, or what is happening exactly?

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Kidd8611

Visitor

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2 Messages

I've had this same exact issue for awhile now too. I've tried to find a way to fix it and there isnt one. It's something with Xfinity on the main cable box. Please fix it 😕

3 years ago

0

user_df3b9c

Visitor

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6 Messages

3 years ago

Normally while using my remote I would scroll through the different movie or t.v. show selections. If I remained on a selection for 3 seconds it would automatically play a preview. It still works exactly that way in my bedroom on a small Xfinity box but not on my X1 box like it use to. The previews are not auto playing like they use to on my X1 box. I did log into Netflix on my P.C. & it is set to auto play previews. I reset Netflix through the  "a" button on my remote & did a full system refresh with no luck

10

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XfinityBrie

Administrator

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671 Messages

@user_df3b9c

 

Hm, I checked on my XiD just now, one of the little boxes, and it also auto-played without issue after 3-seconds. I haven't seen anything reported nationally from other users as of yet. Can you provide us the model number of your device? This Xfinity Support Page shows you how to identify them: https://comca.st/3LFE4ps

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
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
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

3 years ago

user_df3b9c

Visitor

 • 

6 Messages

Xr11 remote & the X1 box is either a ARRIS and Pace XG1v3 or a Pace XG1v1. It is a DVR box. Like I said it works on my small box in my bedroom but not on my X1 DVR box. 

3 years ago

0

XfinityBrie

Administrator

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671 Messages

@user_df3b9c

 

Thank you for confirming, it helps us narrow down the list for any known issues. I didn't see anything present, so I'm going to open a repair ticket for this issue and link it to your account. Could you send a direct message to Xfinity Support so we can get that in for you? I'll leave information below how to do so here on the forums.

 

To send a direct message:

 

Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.

 

  • Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/3vC15UT
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

 

We ask that you please include your name, the account holder name (if different), and the service address alongside your inquiry so we can best assist. 

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
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
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

3 years ago

0

user_df3b9c

Visitor

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6 Messages

Okay I sent the message to support. Thank you. Hope for a fix soon. 

3 years ago

0

user_ddcc89

Visitor

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1 Message

@XfinityBrie​ I am having this same issue contacted Nexflix and was told no issues on their end.  Can I open a support ticket also?

3 years ago

0

Kidd8611

Visitor

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2 Messages

3 years ago

I've had this same exact issue for a while now too and checked every way to try to fix it. It's something with Xfinity and the main cable box. Please fix it 😕

This comment has been converted into a post

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XfinityBrie

Administrator

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671 Messages

3 years ago

We haven't heard back from the original poster so this thread will now be closed. Please open a new thread in the appropriate forum with any inquiries. 

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