Favorite channels duplicated

@XfinityElizabethA​ Elizabeth,

My apologies if sending the peer to peer message was not allowed but XfinityBillie sent me the following instructions when I originally posted this issue back in April: "Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I would be more than happy to take a look and see how we can assist with resolving the issues viewing Showtime and HBO. Please send us a direct message to "Xfinity Support" with your full name and address to get started. To send a direct message you may need to: Click "Sign In"; Click the "direct message" icon; Click the "New message" (pencil and paper) icon; Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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"

I was on travel the past few months and this was my first chance to respond. I have a total of 6 tvs in the house and, at $9/month/box, X1 boxes were simply too expensive given the high cost I'm already paying for your cable and internet service. I chose Xfinity because I was told that the streaming beta provided equivalent viewing of content even though the features of the X1 were not all included. My question to you was simple and direct: This has been a known issue for years and I want to know if Xfinity has any intention of correcting this software bug. If so, is it currently being worked or has it been scheduled? As I said, I write software for a major company so please don't patronize me with meaningless statements about how you are working diligently to resolve all issues - this bug has a defect number and it's either scheduled for work or it's not.

Given that I already have my own cable modem/router, wifi mesh router, and Roku Ultra boxes on all my tvs, I need to decide if your service is worth the cost. The quality of your customer service and software, or lack thereof, is a major factor in deciding whether to switch to a tailored bundle of streaming services. Please respond with an answer to my question.

Thanks,

  [Edited: Personal Information]

Thank you for reaching back out in regard to the issues you're experiencing. That isn't the experience we want for our customers. I don't see a ticket open to fix the issue you're experiencing, but we're happy to troubleshoot and a ticket would automatically open to look into this further. Can you please click the Direct Messaging icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first and last name so we may further assist you.

@dccordell I appreciate you bringing this concern to our Xfinity Forums. I just want to clarify, you are able to add channels to the favorites list but when you go to delete any duplicate SD channels it deletes all the channels? 

XfinityBillie: That is correct. To be specific, marking a specific channel number as a favorite automatically marks most or all of the duplicate channel numbers for that station as favorites. If I remove the favorite marking from one or more unwanted duplicates of a desired station, all occurrences of that station, including the desired channel number, are unmarked as favorites and no longer appear in the Favorites list. Some stations only appear once in the list of all channels. When marked as favorites, navigating to those channels requires scrolling through pages of unwanted duplicates. What I want is the ability to mark a specific channel number as a favorite without the duplicate channel numbers of that station being marked as favorites. This allows me to provide some semblance of order to my favorites list by choosing lower channel numbers for frequently watched channels and eliminates the inclusion of all the duplicates. It would also allow multiple specific channel numbers for a given station to be marked as favorites without the automatic marking of all channel numbers for that station. If this is difficult, perhaps your software could specify a single default favorite channel number for each station so that attempting to mark any channel number as a favorite would only mark the default channel number of that station (this is far from ideal but better than what we have now). The best outcome would be a favorites list that allows the user to specify and change the order in which each favorite channel appears in the Favorites list (adding the order attribute is a completely new software change but, if software changes are already needed to correct this bug, perhaps that could be included).

Thank you for reaching out, we did send a message last month trying to assist. Please reach back out to our team through Direct Message with your full name and address to further troubleshoot. We will be more than happy to help! 

Yeah.  This is a true inconvenience and doesn't really support the whole concept of using 'favorite channels' to make browsing the guide easier for the customer.

Thanks for reaching out! I'm sorry to hear that you're having this issue and I'd like to help you and see what we can do. Since you're having the issue on your X1 box, it may be beneficial to start troubleshooting on the box. Have you manually restarted the box since you've noticed this issue?

This is certainly not the experience that we want you to have and my team and I are here to help @mdmpress. We would be more than happy to review our current offers and options to find a plan that meets your needs and check about restoring your DVR service. Please send us a Direct Message so that we can get started. 

To send a Direct Message you may need to:

Click "Sign In"

Click the "direct message" icon

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

@mbailey555​ I have this issue too, but decided to pick my battles because they do not care. Im dealing with extreme fluctuations with volume on the app (speaking cracking almost damaging loudness). All they want to do is ask me to send a DM, then verify my account, then not reply for days, I ask for an update and they want me to verify my account again.... nope, scroll up in the DM, it is there already, lol.  8 reps have replied to my DM none of which had any hint of a solution, escalation or work in progress. 

@jmezaric3​ So far it is working for me. Makes sense now that I think about it when looking at best available it would be looking over all the same channels. I use to like it because if I found a channel in SD, but with an HD equivalent, it would automatically take me to the HD channel.