RAM851's profile

Contributor

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29 Messages

Mon, Oct 11, 2021 9:14 PM

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Missing Movie List from Saved Favorites List on Xfinity Stream App

Hi @Comcast, I had this problem over a year ago and you eventually fixed it, but now it has returned.   Please help. Thank you.

XfinityGabby

Official Employee

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531 Messages

10 m ago

Hello @RAM851. Thanks for reaching out regarding the missing movie on the Stream app. Are you using a 3rd party device or the X1? 

RAM851

Contributor

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29 Messages

@XfinityGabby!

Thank you so much for reaching out to me.  I am still using the X1.  Nothing has changed with regards to any devices or systems.  As you know I had this problem a while ago and then you fixed it, so I was surprised to see it again after nothing has changed on our end.  I appreciate your help.

Official Employee

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566 Messages

@RAM851, you bet and thank you for the details! Did you work with our Xfinity Community Forums Team on this previously? I'm asking because I am not seeing a conversation with us about this issue. What was the solution to the issue previously?

 

Have you made any recent changes to your services?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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RAM851

Contributor

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29 Messages

@XfinityElizabethA

Many thanks for answering.  I first noticed the problem over a year ago and after many exchanges on this forum, it was suddenly resolved.  See below.

XfinityStream's profile
XfinityStream
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Official Employee

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196 Messages

a year ago

Hi @CB13TV @RAM851, our engineering team has identified an issue that is causing the missing Favorite Movies section, they are working on addressing this issue in an upcoming release, we will keep you posted. Thank you

RAM851

Contributor

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29 Messages

@XfinityElizabethA   To answer your question, I have not changed any of my services.  Not sure why you do not see the conversation.  I just looked it up with my name RAM851.

Official Employee

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566 Messages

Ah okay, it was a pubic thread. I was looking for a private messaging thread between you and our team. I'd like to take a closer look at your account to get started. 

 

Please send me a private message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.

 

  1. Click "Sign In" if necessary
  2. Click the "Direct Messaging" icon (upper right corner of this page)
  3. Click the "New message" (pencil and paper) icon
  4. Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list
  5. Type your message in the text area near the bottom of the window
  6. Press Enter to send your message

 

I look forward to working with you soon!

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

CB13TV

Contributor

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43 Messages

6 m ago

I still have the same problem on the Xfinity Stream app since 2020.  It worked for 2 years prior then the Favorite Movies list disappeared in the Favorites section.  

It reappeared briefly in 2021 then disappeared again. 

It works on my X1 box but not on any apps or internet browsers on phones, tablets, or laptops. 

RAM851

Contributor

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29 Messages

@CB13TV​ Thank you for sharing that. It is important to know that this is happening to various customers an not just a few.  I hope that Xfinity will address this problem.

CB13TV

Contributor

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43 Messages

I hope so, too.  We have had it work in the past, so we know we are not asking for the impossible. 

It appears there are at least a few others with the same problem as well. 

I wonder if there is something set wrong in the programming for our profiles. 

I hope they can pass us on to a tech team that can figure it out. 

Official Employee

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291 Messages

@RAM851

I'm sorry to hear that you are still having issues with Our Xfinity Stream Beta app. It would be my pleasure to look into this with you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" 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 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
CB13TV

Contributor

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43 Messages

@RAM851​ 

Today I did the Support message.  They refreshed my TV and had me uninstall and reinstall the app on 1 device.  Nothing changed.  

They set up a tech ticket for someone else to look at it.

I hope we both have some luck this time. 

RAM851

Contributor

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29 Messages

Thank you @CB13TV . I hope it worked for you; nothing has changed for me. I still cannot see my movies list on my Saved favorites (Now called, "My list")

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