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ShelleyC1
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Thursday, November 16th, 2023 11:58 PM

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Reminders go to wrong channel

We have reminders for several sports teams. All of the sudden a few weeks ago for example - the reminder for the Pittsburgh Penguins will default to "internet" first even though the game is on the local SportsNet Pittsburgh channel(843). But if you click the reminder it goes to the "internet channel" whatever app that is. This has happened with other teams too when a game is available both on a local station AND on a streaming service. Is there a way to make sure it defaults to the regular TV channel?

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1 year ago

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XfinityDilary

Official Employee

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1.8K Messages

1 year ago

Hello, @ShelleyC1. Thanks for posting on our community forums for assistance. The remainder settings should allow you to select the SD or HD channels. I'm not sure how an internet option is showing there. Would you mind clarifying what you mean by internet channel app? Are you using the On-Screen Guide to set the reminders? 

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ShelleyC1

4 Messages

Yes we use the on screen guide to set them. Where it says the channel that show is on instead of listing a channel it literally says "internet" and if you click "tune now" it goes to ESPN+ even though the hockey game was on 843 - SPORTSNETPIT. I don't think I can attach a pic here or I would. 

1 year ago

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XfinityPeterH

Official Employee

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1.5K Messages

@ShelleyC1 understood. Thanks for working with us. Sometimes when it comes to sports and Network providers things can get a bit different. Just to clarify you were able to view the game on 843. It was just the reminder that was showing you incorrect information, correct? 

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1 year ago

ShelleyC1

4 Messages

@XfinityPeterH​ 

That is correct - even though the reminder shows and goes to the wrong channel the game was still on the channel it should have been on. If there was a way for me to send you a picture of what the reminder looks like on here I would. I have a picture of it. But there is no way for me to attach it. 

1 year ago

0

XfinityBenny

Official Employee

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646 Messages

@ShelleyC1 I see, and thanks! That is strange, it should default to the cable options as that is faster than launching an app. There is no way to designate which one to choose yet, but we hope to see that as a setting in the future. This https://www.xfinity.com/support/articles/x1-program-reminders page shows all the features with the reminder setting. At least the ones available now. I get having the preference and choice would be ideal, especially in this case with the sports teams. We appreciate your feedback and bringing attention to this experience. In case it is a matter of local memory making the wrong choice, follow the steps on this https://www.xfinity.com/support/articles/x1-clear-cookies-and-local-data-storage page. It shows how to clear the cache on X1 boxes, so you can have a fresh and secure start to your viewing content :). 

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

1 year ago

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user_7dr1zh

6 Messages

1 year ago

The link you provided takes a person to using the 'tv guide' screen, not the sports app (the remote's C button) where you identify favorite teams to be reminded about.  I think that is what ShelleyC1 is talking about. 

If so, that displays a dialog box that defines the game that is Airing Now with either Internet (if the program is available on espn+ or YouTube or another streaming service) OR a channel available on your cable lineup.

You then can choose to 'Tune Now' or 'Dismiss'.  If you 'Tune Now' it tunes to whatever is displayed next to 'Airing Now even if that is a streaming service you don't subscribe to.  And even if it is also broadcast locally. 

That is not optimal or desired.

Is there a way to reuse the code already in the Sports App (C button) where 'Multiple Networks' is displayed and if you select 'Watch Now' a dialog box lets you select a source?

Thanks.

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