StellarFusion's profile
StellarFusion
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1st Kudo

Frequent Visitor

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14 Messages

Tue, Jul 21, 2020 10:00 AM

Problem Saving Favorite Channels

Whether I'm using the streaming web site or the Streaming App on my Roku devices, I can't save Favorite channels I select.  It seems to randomly add favorites without me selecting them.  As soon as I delete them as a favorite, they get added back again on their own.

 

Has anyone experienced this and know what the solution is?

 

Thanks!

Responses

Official Employee

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196 Messages

9 m ago

Hello @StellarFusion - thank you for reaching out to us on the Xfinity Forums.

We would like to investigate this further, but have some initial questions:

  1. Are the channels being added to favorites the same each time or random? What channels are they?
  2. Do you suspect that others are using your account without you knowing (strange watch history, etc.)?
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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Frequent Visitor

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14 Messages

9 m ago

We would like to investigate this further, but have some initial questions:

  1. Are the channels being added to favorites the same each time or random? What channels are they?  The channels are random.  If I add a favorite, it will be removed.  If I removed a favorite, they get added right back or even many others added at the same time.
  2. Do you suspect that others are using your account without you knowing (strange watch history, etc.)?  No one else on my account is making any changes.  This is happening while I'm even adding/removing favorites.  This is an app issue!

This issue looks like its been going on for several years, yet Comcast has failed to fix it.  Maybe this is why you've been in 'beta' release of this app for many years!!

 

When I spend a lot of money on a service, I expect it to WORK as advertised.  You promote you support Roku (which is what I'm using... and yes, its a correctly supported model), yet the simplest of features dont work!

Frequent Visitor

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14 Messages

9 m ago

Any answers @ComcastStream 

seidenj

Contributor

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22 Messages

9 m ago

same issue here....X1 box, 2 roku's and stream from xfinity website on a laptop. Driving me crazy...just posted earlier today (25th) in exasperation! When I searched, I never found this otherwise would have just added to it. 

 

You are not alone!

Frequent Visitor

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14 Messages

8 m ago

Any answers @ComcastStream

Frequent Visitor

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14 Messages

8 m ago

Why is Comcast ignoring this ongoing issue???

Official Employee

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196 Messages

8 m ago

hi @StellarFusion , 

to answer your questions:

1. "It seems to randomly add favorites without me selecting them", "they get added right back or even many others added at the same time"

>> When a channel is selected/deselected as favorite, that action will be applied to all available watch options related to this channel (the SD/HD, inHome/TV Go), which could explain why you have additional channels added or removed. 

 

2. "I can't save Favorite channels I select", "If I add a favorite, it will be removed.  If I removed a favorite, they get added right back", "As soon as I delete them as a favorite, they get added back again on their own."

>> can you provide a few examples?

(1) what channel did you add as favorite but was removed immediately on its own? (given that you didn't remove any channel)?

(2) what channel did you remove as favorite but was added back immediately on its own? (given that you didn't add any channel)?

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Frequent Visitor

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14 Messages

7 m ago

#1... I'm not talking about associated channels such as SD/HD.  This is random.

#2... It happens to any/all channels... take your pick.  I'm trying to only have channels above 1000 as my favorites with the exception of excluding some in that range.

 

Nice to know Comcast just keeps asking questions instead of solving the problem!

New Poster

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1 Message

6 m ago

I have the same problem. I watch HD channels but when I select one to be a Favorite it shows it as a Favorite. BUT, when I switch to Favorites guide, no HD channels appear. And most of the SD channels are marked as Favorites. No matter how many times I remove them from Favorites, they reappear EVERY time. And HD favorites do not show. I have removed the Favorite markings from SD channels in both All Channel and Favorites listing. But they always come back, and HD channels never show in the Favorites guide.

Visitor

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1 Message

19 d ago

I’d like an answer to this issue...

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